Clinical Operations Supervisor - 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: 

PURPOSE

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).

POSITION OVERVIEW: *HYBRID -  FULL-TIME JOB

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
• Program Outreach
  • 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

Work Environment:

• 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

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.