Clinical Operations Supervisor - One Call Unit

Jewish Board of Family and Children's Services; New York (NY); Hybrid; USD 65,000 - 75,000; Full time

Job summary

An established industry player is seeking a Clinical Operations Supervisor for its One Call Unit. This pivotal role involves training and supervising client engagement specialists, conducting assessments, and ensuring a seamless experience for individuals seeking services. The ideal candidate will have a strong background in clinical supervision and risk assessment, alongside excellent communication and organizational skills. Join a compassionate team dedicated to improving the lives of individuals and families in the community, while enjoying a hybrid work environment that supports both remote and in-person engagement.

Qualifications

• Experience in safety and risk assessment is crucial.
• Strong background in staff supervision and outreach required.

Responsibilities

• Conduct client assessments and document findings accurately.
• Supervise and train client engagement specialists effectively.

Skills

Client Assessment

Risk Assessment

Staff Supervision

Communication Skills

Organizational Skills

Education

LCSW or LMSW

MBA

Tools

Microsoft Outlook

Microsoft Excel

Electronic Health Records

Job description

Clinical Operations Supervisor - One Call Unit

Clinical Operations Supervisor - One Call Unit

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The Jewish Board’s treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, to instill hope, and to strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities.

PROGRAM DESCRIPTION

The One Call Contact Center (OCCC) is a hybrid centralized registration and scheduling unit serving all divisions of the Jewish Board, including Community Behavioral Services, Youth and Family Services, Intellectual and Developmental Disability, and Adult Residential. OCCC is the first point of contact at the Jewish Board for all individuals and families seeking services at The Jewish Board. The OCCC team sensitively gathers information as part of the registration and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified. OCCC provides clients with the information they will need to begin services with their program and introduce them to high quality of care they will receive from the Jewish Board. OCCC partners with all programs to ensure they are providing clients with the full range of services they will receive once they begin with a program. Additionally, the OCCC will introduce options for services from other Jewish Board programs to clients who present with a need that goes beyond their initial request(s).

The Clinical/Operations Supervisor, under the direction of the Senior Director of OCCC, is responsible for the training and supervision of the OCCC client engagement specialists, ensuring positive working relationships with referring agencies and JB programs, and positive “customer experience” for individuals and families seeking JB services. The Clinical/Operations Supervisor reviews various referral types and screens these referrals to determine clinical appropriateness and make recommendation to JB programs. The Clinical/Operations Supervisor reviews all urgent referrals to determine clinical appropriateness for JB services and works closely with JB programs to ensure the referral can quickly access services. This includes conducting additional risk assessments when callers screen positive for potential harm to self or others and ensures callers receive the appropriate level of service. The position is also responsible for program outreach to referral sources and JB program tracking and reviewing program outcomes and using the information to inform operations. The Clinical/Operations Supervisor is responsible for ensuring minimal disruptions to daily operations, including ensuring there is appropriate phone coverage, complete and accurate documentation of registrations, and providing training and supervision to the OCCC team.

CORE COMPETENCIES AND RESPONSIBILITIES include but are not limited to:

• Assessment of Client Appropriateness

◦ Conduct interviews or assessments as required by program to determine client appropriateness

◦ Review documents provided by referral source to determine appropriateness and/or to identify questions that need to be answered

◦ Document interviews, assessments, recommendations, next steps as required by program

◦ If not appropriate, identify referral options for referral source through use of program resource guide

• Assessment of Client Risk

◦ Conduct a risk assessment when callers screen positive for potential to harm self or others to determine risk level and required response (e.g. 911, same day appointment)

◦ Document assessments, recommendations, and next steps

◦ Chart review to determine proper completion and documentation of 3-question safety screen conducted by OCCC specialists

◦ Tracking and Outcomes of all Assessments on a monthly basis

• Completion of Urgent and Standard Client Referrals

◦ Review urgent referrals to determine appropriateness for care at JB programs

◦ Work with JB programs to ensure urgent referrals have rapid access to services and complete all related registration procedures

◦ Assist with coverage of OCCC call line, as needed, to minimize callers’ wait times to speak to a client engagement specialist

◦ Timely and accurate documentation in electronic health record

• Quality Review

◦ Maintain and coordinate monthly and yearly data collection and statistics for team

◦ Review of calls and documentation for quality assurance and to ensure adherence to protocols

◦ Participates in program and clinical quality outcome projects

◦ Attends training to enhance program knowledge around programs served

◦ Advocacy and outreach with existing and potential referral resources including hospitals, community mental health, social service and school programs to introduce JB services and location of services and to encourage referrals through OCCC

◦ Relationship building with existing and potential referral resources

◦ Relationship building with JB programs

• Staff Supervision and Training

◦ Participates in program orientation and training of OCCC workers including staff interaction with clients/callers, referral sources including other JB program staff, understanding purpose of OCCC, documentation of calls, HIPAA expectations, Safety and Risk assessments, reporting and compliance requirements, and changes to the OCCC program and/or policies and procedures

◦ Individual and group supervision of staff, including addressing performance

◦ Maintain Supervisory Log of all staff supervision

◦ Regularly scheduled Team Meetings

REQUIREMENTS:

• LCSW preferred, LMSW (with 3 years of clinical and supervisory experience), or MBA (with 3 years of operational, supervisory, and quality improvement experience)

• At least 1 year of experience/training in safety and risk assessment

• Experience with staff supervision and outreach required

• Experience supervising call center staff a plus

• Excellent communication, teamwork, independent functioning and organizational skills required

• Must be able to work REMOTELY in an effective and conscientious manner so as to ensure strong outcomes; Equipment to work remotely is provided

• Must be able to work in person as needed/requested

COMPUTER SKILLS REQUIRED:

• Computer skills, including competency with Microsoft Outlook, Excel, PowerPoint, and electronic health record/client charts

• Ability to learn and proficiently use contact center software and assist with training staff in use

VISUAL AND MANUAL DEXTERITY:

• Read paper and electronic documents and perform significant data entry into various computer programs

• Manual dexterity and hand-eye coordination to use computer

WORK ENVIRONMENT / PHYSICAL EFFORT:

Physical Demands:

• Regularly required to speak clearly and hear the spoken word well

• Regularly required to physically operate routine office equipment such as telephones, computers, etc.

• Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, referral documents, reports, and Electronic Health Records in printed form and on computer screens

• Able to spend long hours sitting

• Able to spend long hours on computer

• Most of the time is spent performing office-based work; however, this position is hybrid and may require time on site at different program locations, headquarters, or other training facilities

• Stable internal connection with adequate Wi-Fi bandwidth is required to perform remote, cloud-based tasks and computer work with minimal disruption required

• Private remote work set up where HIPAA compliance can be maintained

• Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment

• Hazards are consistent with those common to an office, education, rehabilitation or health related environment

• Some travel throughout NYC required

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Mental Health Care

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