Statewide Central Intake Supervisor (CYFD/PSD #42887)

New Mexico Department of Justice; Albuquerque (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

New Mexico Children, Youth and Families Department seeks a Statewide Central Intake Supervisor to lead a team of intake workers, ensure timely triage, and coordinate CPS referrals and investigations across CYFD. You will supervise admin tasks, drive process improvements, and support staff development in a fast-paced call center setting.

The role requires a Bachelor’s degree in a related field and several years of frontline case management experience, with strong leadership and knowledge of

Qualifications

• Bachelor-level degree in a related field and 3+ years of experience in health or social services, with case management focus.
• Experience with working with Children, Youth, and Families or similar populations preferred.
• Knowledge of safety planning and assessment in child welfare contexts.

Responsibilities

• Provide administrative supervision for intake unit, including time sheets, leave, and scheduling.
• Review call handling, ensure quality of reporting and appropriate decisions are made.
• Lead a unit of intake workers and coordinate workflow, including coverage and training.
• Mentor and train new workers in intake procedures and SDM tools.
• Handle after-hours CPS emergencies on a rotating basis.
• Apply ICWA determinations and ensure compliance with SDM and FACTS/IMPACT processes.
• Participate in agency work groups, quality assurance reviews, and process improvements.
• Deliver community presentations regarding reporting abuse, neglect, or exploitation.

Skills

Child welfare case management

Communication skills

Team leadership

Education

Bachelor's Degree in social work, education, counseling, psychology, sociology, criminal justice, or family services

Tools

FACTS/IMPACT

Job description

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Job Title Statewide Central Intake Supervisor (CYFD/PSD #42887)

For more Job Requirements & Classification Description:

At the New Mexico Children, Youth and Families Department (CYFD), every role is an opportunity to make a lasting difference in the lives of children, youth, and families across our state. We are committed to building a compassionate, skilled, and dedicated workforce that works collaboratively to ensure safety, promote wellbeing, and strengthen families. Whether you are in the field supporting families face-to-face, working behind the scenes to improve systems, or helping to shape the agency from a leadership level, your work here has purpose and long-lasting impact. Join a team that values integrity, resilience, and service and be part of meaningful change for New Mexico's future. THIS POSITION WILL BE USED FOR RECRUITMENT WITHIN CYFD'S STATEWIDE CENTRAL INTAKE CALL CENTER. THIS POSTING MAY BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANTS LISTS MAY BE SCREENED MORE THAN ONCE.

Why does the job exist?

Child Protective Services Case Workers make decisions regarding the safety of a child or vulnerable adult, whether to forward referrals to local field offices for investigation or refer a family who has been in an abuse/neglect situation to supportive services. They participate in "phone triage" as recipients of reports, operator, or designated runner. Duties include triage of calls, routing calls to, assessing if injuries have occurred, or are imminent to alleged victim(s); document incoming calls and referrals (I&R); provide callers with resource information; taking messages when appropriate; checking voice mail or status and/or call back messages, and communicating with colleagues and supervisors. The Case Worker initiates CPS investigations and conducts case management of Child Protective Services investigations cases (family services and legal) consistent with policy and procedures so as to permit the attainment of federal standards and performance-based budget measures - assigned investigations per month or a combination of investigations and permanency cases which are of equal weight. The Case Worker assesses the safety of children alleged to be maltreated and ensures that the appropriate safety decision is made, and that services are provided to parents and children to mitigate identified safety threats. On a rotating basis, provides after-hours response to CPS emergencies. CPS Case Workers coordinate assessments and permanency plans for children in the custody of the Children, Youth and Families Department (CYFD) to promote child safety, permanency, and wellbeing. The Case Worker completes licensing requirements on a timely basis and in accordance with CYFD guidelines to have an effective community relationship with clients and vendors. Make decisions regarding granting licensure to foster families, approving adoptive families, matching available children with approved families, and placing children accordingly.

How does it get done?

The following describes what the duties for each service area:

• Maintains knowledge of the New Mexico Children's Code and obtains information necessary to create appropriate case plans to provide safety, permanency, and well-being to children.
• Assess the safety of and risk to all children of the family who are the subject of a CPS referral as well as assess the family needs and strengths throughout the life of a case.
• Notify supervisor of any child(ren) placed into emergency custody by law enforcement and/or those requiring placement.
• Participate in any local Quality Assurance reviews.
• Participate on agency work groups and/or task forces as assigned.
• Promote staff development by providing support to co-workers in skill-building and program development.
• Assist co-workers in the development of improved skills in FACTS/IMPACT.
• Actively seek ways of improving procedures with Statewide Central Intake, including but not limited to Phone Triage.
• At lease once quarterly, give community presentations regarding reporting abuse, neglect, or exploitation and SCI Intake procedures.
• Mentor and train new workers when they begin working at SCI.
• Help facilitate in-service training within SCI.
• Incumbent will serve as the lead worker in a unit of intake workers.
• Ensure that "ready lights" are on and be available to accept calls, unless otherwise approved by supervisor.
• Answer call wait light, police line(s), and designated social work line(s) in a prompt manner.
• Provide administrative supervision for unit, e.g., review for approval employee time sheets, leave requests, schedule shift requests, etc. to ensure appropriate coverage while creating and maintaining a positive work environment, review and approval travel, payments, etc.
• Review intake workers work product to ensure quality services and accurate and appropriate decision making, provide feedback to workers, and participate in other duties as assigned to achieve agency mission.
• Determine if Indian Child Welfare Act (ICWA) applies.
• Review intakes to assure quality of reporting.
• Train workers how to manage the different functions of their job responsibilities to make the process move efficiently.
• Use the SDM tools to ensure good decision making.
• Manage workflow, when necessary, i.e., FACTS/IMPACT is down, sick leave, training, and vacancies.
• Conduct SDM case reviews.
• Keeps up to date on occupationally specific technological developments; makes effective use of technology to achieve results.

All case workers will complete FACTS/IMPACT documentation on providers as per policy and procedure.

Ideal Candidate

Experience as it relates to:

• Working directly with Children, Youth, and their families;
• Partner with Community Service providers as it relates to Children, and Youth;
• Working with Youth in a school setting;
• Determining eligibility for services that might be needed for the Children, Youth and Families;
• Conduct and complete assessments of safety, risks, strengths, and family needs;
• Developing Safety plans for the Children, Youth and Families;
• Participate in multidisciplinary meetings;
• Identify, provide, and/or arrange timely assessments/evaluations/ interviews;
• Conduct medical case management activities for eligible clients.
• Recruiting and retaining resource foster parents..
• Conducting Licensure process for process for prospective resource foster parents..

Bachelor's Degree in social work, education, counseling, psychology, sociology, criminal justice, or family services from an accredited college/university and three (3) years of any combination of experience including working with communities on health or social service related matters, social work/case management experience, behavioral health, and/or health care. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.

Employment Requirements

Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification as a condition of continued employment. Pre-employment background investigation is required and is conditional pending results.

Working Conditions

Work is performed in an office setting: late hours, weekends, on-call and callback work may be required. Will be exposed to regular periods of video display terminal and keyboard usage and stressful situations. Travel is required. Possible exposure to irate clientele. Incumbent will work under stress and frequent time constraints.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.