Clinical Coordinator - One Call Unit

Make a bigger difference

At The Jewish Board, we don’t just make a difference – we make a bigger difference as we serve 45,000 New Yorkers every year. Join our dedicated team that’s been helping communities across New York City for almost 150 years and see just how big of a difference you can make.

Reasons you’ll love working with us:

• If you have a particular age range or population you’re interested in working with, you can find your niche here.  Our clients and staff are as diverse as the city we work in, and include people of all cultures, religions, races, gender expressions, and sexual orientations.

• We’re committed to supporting your career development by encouraging mobility and advancement across different program types and jobs.

• With 70 locations throughout the five boroughs, you can work close to where you live. 

• Generous vacation time and paid holidays will help you achieve a healthy work/life balance.

• We offer an excellent benefits package with affordable, high-quality health and dental insurance with low co-pays.

• You’ll receive ongoing support through high-quality supervision, specialized trainings from our Continuing Education team, and an education benefit.

How you can make a bigger difference: 

The Jewish Board’s Community Behavioral Health 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 Unit (OCU) is a hybrid team that manages the centralized referral and scheduling for The Jewish Board Clinics, PROS, CFTSS, Care Coordination, Adult Residential, and other programs.  The OCU team works closely with callers, referring agencies, and JB programs to ensure clients are getting care and services appropriate to their needs.  The OCU team is often the first point of contact for individuals and families seeking services at the Jewish Board, so customer service focus is essential.  Additionally, the OCU team sensitively gathers information as part of the registration and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified.

POSITION OVERVIEW: *HYBRID -  FULL-TIME JOB

The Clinical/Operations Coordinator, under the direction of the Senior Director of OCU, is responsible for the training and supervision of the OCU 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 Coordinator reviews various referral types and screens these referrals to determine clinical appropriateness and make recommendation to JB programs. The Clinical/Operations Coordinator 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 Coordinator 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 OCU team. 

CORE COMPETENCIES AND RESPONSIBILITIES  include but are not limited to:

1. Assessment of Client Appropriateness
   1. Conduct interviews or assessments as required by program to determine client appropriateness
   2. Review Documents provided by referral source to determine appropriateness and/or to identify questions that need to be answered
   3. Document interviews, assessments, recommendations, next steps as required by program
   4. If not appropriate, identify referral options for referral source through use of program resource guide
2. Assessment of client risk

1. 1. 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)
   2. Document assessments, recommendations, and next steps
   3. Chart review to determine proper completion and documentation of 3-question safety screen conducted by OCU specialists
   4. Tracking and Outcomes of all Assessments on a monthly basis

2.  Completion of Urgent and Standard client referrals

a.   Review urgent referrals to determine appropriateness for care at JB programs

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

c.   Assist with coverage of OCU call line, as needed, to minimize callers’ wait times to speak to an intake specialist

d.   Timely and accurate documentation in electronic health record

3. Quality Review

1. Maintain and coordinate monthly and yearly data collection and statistics for team
2. Review of calls and documentation for quality assurance and to ensure adherence to protocols
3. Participates in program and clinical quality and outcome projects
4. Attends training to enhance program knowledge around programs served

3. Program Outreach

1. 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 OCU
2. Relationship building with existing and potential referral resources
3. Relationship building with JB programs

3. Staff Supervision and Training

1. 1. Participates in program orientation and training of OCU workers including staff interaction with clients/callers, referral sources including other JB program staff, understanding purpose of OCU, documentation of calls, HIPAA expectations, Safety and Risk assessments, reporting and compliance requirements, and changes to the OCU program and/or policies and procedures.
   2. Individual and group supervision of staff, including addressing performance
   3. Maintain Supervisory Log of all staff supervision.
   4. Regularly scheduled Team Meetings

REQUIREMENTS: 

• Master’s in Social Work or related field with NYS Licensure or Master’s Degree with 5 or more years of human service leadership experience.
• At least 1 year of experience/training in safety and risk assessment.
• MSW Licensure is preferred
• Experience with staff supervision and outreach required. 
• Experience supervising call center staff a plus. 
• Excellent communication, team work, independent functioning and organizational skills required.
• Must be able to work REMOTELY in an effective and conscientious manner so as to ensure strong outcomes for Unit.  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 and experience with Excel, PowerPoint and electronic health record/client charts.  

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:

• The majority of time is spent in office-based work.
• The position is hybrid and requires time on site at different program locations or headquarters.
• To perform the essential functions of this job, the candidate is routinely required to sit (80% of the time) and stand (20% of the time).
• Some travel throughout NYC required

If you join us, you’ll have these great benefits:

• Generous paid time off in addition to agency holidays and 15 sick days
• Affordable and high-quality medical/dental/vision plans 
• Tuition assistance and educational loan forgiveness
• Free continuing education opportunities 
• 403(b) retirement benefits and a pension
• Flexible spending accounts for health and transportation 
• 24/7 Accessible Employee Assistance Program  
• Life and disability insurance 
• Diversity, equity, and inclusion working groups that are available for you to join, including Confronting Structural Racism (COR), Coalition Against Anti-Semitism (CAAS), and the LGBTQ Steering Committee

Who we are:

The Jewish Board delivers innovative, high-quality, and compassionate mental health and social services to over 45,000 New Yorkers each year. We are unique in serving everyone from infants and their families to children, teens, and adults. We are proud to employ and serve people of all religions, races, cultural backgrounds, gender expressions, and sexual orientations. We are committed to building diverse, equitable, and inclusive teams to help support our mission, and we strongly encourage candidates from historically marginalized backgrounds to apply to work with us.

More on Equal Opportunity:

We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, alienage, citizenship status, age, disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, partnership status, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

This applies with respect to recruiting, hiring, placement, promotion, transfer, training, compensation, termination, assignments, benefits, employee activities, access to facilities and programs, and all other terms and condition of employment as well as general treatment during employment.

 We will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities, without regard to any protected classifications, unless the accommodation would impose an undue hardship on the operation of our business. Any employees who need assistance to perform their job duties because of a physical or mental condition should contact human resources.