Client Services Supervisor

Meals on Wheels PLUS; Florida; On-site; Full time

Job summary

An established industry player is seeking a dedicated Supervisor for Client Services to lead a team of specialists and advocates. This role is crucial in ensuring the delivery of high-quality services to clients, addressing their needs, and overseeing daily operations. You will engage in training, quality control, and data management, while also maintaining effective communication with clients and their families. If you are passionate about supporting individuals and have a strong background in client services, this opportunity is perfect for you. Join a mission-driven organization that values compassion and dedication to helping others live independently.

Qualifications

• Bachelor’s Degree or equivalent work experience in case management required.
• 4+ years of experience in Client Services or Quality Control preferred.

Responsibilities

• Supervise client service specialists and advocates, ensuring quality control.
• Coordinate reporting and monitor data accuracy compliance.

Skills

Communication Skills

Teamwork

Attention to Detail

Data Management

Client Services

Quality Control

Independence

Bilingual Skills

Education

Bachelor’s Degree in Human Services/Health

Equivalent Work Experience in Case Management

Tools

Microsoft Office Suite

Data Management Programs

Job description

The Supervisor, Client Services is responsible for supervision of the client service specialists, client advocates and client intake staff, addressing client/family concerns, and making appropriate referrals for all other client services needed. In addition, this position is responsible for assisting the Manager Client Services and CFO with the execution of daily operations, special projects, periodic reporting, and quality control.

Major Responsibilities:

1. Provide orientation, supervision, training, and assistance to call center functions, client advocates and the client intake team.
2. Coordinate reporting utilizing internal data management system (AIMS) and monitor call center changes in AIMS and eCIRTS for client data accuracy compliance, and referrals.
3. Oversee the route sheets and warehouse reports for the next business day daily.
4. Auto record HDMs and daily client/route report as needed.
5. Maintain a schedule of appointments and office time according to the master schedule.
6. Annually perform client satisfaction surveys and a January file purge.
7. Perform quality control on intake assessments and call center operations (both AIMS and eCIRTS).
8. Assist as backup support for client services team.
9. Communicate with clients and their families when necessary.
10. Issue staff reviews and performance counseling, as required. Coordinate and document staff training.
11. Maintain, and implement the Operations Manual and Process Map the call center and intake team areas of responsibility.
12. Supervise all Client Services staff, including Client Advocates.
13. May perform other duties as required by workload and supervisor.

Minimum Qualifications:

1. Bachelor’s Degree, preferably in Human Services/Health or like degree; or equivalent work experience in case management.
2. Minimum of 4-years’ experience in related field (i.e., Case Management, Client Services, Quality Control, Data Integrity).
3. Ability to obtain CAT certification.
4. Excellent oral and written communication and teamwork skills; ability to interact well with colleagues, supervisors, management, volunteers, and clients, alike.
5. Ability to work independently and interact well with seniors and others with disabilities while gathering confidential information with discretion and compassion.
6. Interest in programs designed to assist Older Americans.
7. Extraordinary attention to detail.
8. Ability to work independently, prioritize workflow and meet deadlines.
9. Proficiency in computer skills (i.e.: Microsoft Office Suite and Data Management Programs.)
10. Excellent telephone and interpersonal skills.
11. Must be able to bend, lift, carry, push, and pull 25 lbs. or 50 lbs. with assistance.
12. Ability to sit for long periods with extended work at a video display terminal.
13. Bi-lingual language skills a “Plus”
14. Confidentiality due to the nature of the position

Classification: Non-Exempt / 40 hours M-F, Onsite

Compensation: $20 per hour

Job Reports To: Chief Financial Officer

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Meals on Wheels Plus of Manatee is an equal opportunity employer. Meals on Wheels Plus is a “Drug Free" workplace. Drug testing is mandatory, with a required “negative" result for all federally recognized drugs, including medically prescribed cannabis.

All applicants considered for this position are subject to a Level II background check and must be authorized to work in the United States. References are required.

Our Mission:
To assist individuals to live independently by providing nutrition and caring, supportive services.