Call Center Supervisor – Licensed Mental Health Professional

Call Center Supervisor – Licensed Mental Health Professional

Requirements

• Masters’ degree or higher in Social Work, psychology, counseling, or related social science discipline where clinical training and experience is a program requirement.
• Unrestricted Licensure in Social Work, counseling, or related field required.
• 2+ years preferred experience in a supervisory role.
• Must have experience in a Supervisory/Management/Lead role overseeing Clinical staff (Clinicians, Case management, Case Specialists, etc.).
• Clinical crisis and intervention skills.
• Experience working with immigrant youth and families and underserved populations, with in-depth knowledge of ORR program policies and procedures and Trauma Informed Care.
• Strong communication skills, both written and verbal, excellent organizational abilities.
• Excellent judgement and leadership capabilities.
• Bilingual in English and Spanish.
• Must possess strong computer skills in MS Office, including Excel, Word, and Teams.
• Ability to type 45 wpm.

Responsibilities

• Supervise a team consisting of Lead Call Center Specialists and Call Specialists ensuring customer service, productivity, quality, and compliance with contractual and policy requirements.
• Provide clinical direction to team members and serve as an internal subject-matter-expert to create recommendation and safety plans for children with behavioral or mental health issues, victims of trafficking, abuse, or runaways post-release.
• Ensure all call specialists have the knowledge and ability to identify potential victims of trafficking, abuse and neglect, and other forms of exploitation, fraud, and victimization and appropriately respond and follow-up.
• Ensure all call specialists have the knowledge and tools to provide appropriate crisis intervention, de-escalation, safety planning, and make appropriate referrals to community service providers.
• Ensure all call specialists have the knowledge and ability to complete thorough and accurate documentation; make thorough and easily understood reports to external agencies such as Child Protective Services (CPS), law enforcement, the National Center for Missing and Exploited Children (NCMEC); and effectively utilize all systems of record to ensure the integrity and quality of program data.
• Implement and oversee the professional development of leads and specialists Identify technical and training needs to elevate to the Project Manager.
• Analyze tasks and work volumes to provide planning and recommendations on staffing, assignments, and different projects.
• Manages schedules on a weekly basis and ensures staffing is consistent while maintaining enough flexibility to meet project demands in coordination with management. Ensures changes made to the schedule a communicated in a timely manner and updated internally.
• Identifies inappropriate employee behavior and or performance issues in collaboration with Project Manager and People Services and address through corrective and or disciplinary action.
• Prepares and assists Project Manager in conducting evaluations, coaching and corrective action.
• Ancillary support for incoming calls, texts, SAH, and email queues.
• Assist in creating, implementing, and updating standard operating procedures, performance improvement plans, and supporting special projects as needed.
• Attend and support the Project Manager in meetings with the customer, vendors, and other stakeholders, as needed.

Preferred Qualifications

• Demonstrated experience working with immigrant populations.
• Demonstrated experience identifying and responding to the needs of potential victims of human trafficking, child abuse, and neglect.
• Demonstrated experience working reporting to and/or working with CPS and/or law enforcement for the common purpose of child protection.
• In-depth understanding monitoring QC Plan(s), which includes the work output level, quality of the work product, quality of service and ensuring technical contract compliance.
• Experience managing staff to ensure they are meeting all performance obligations, including conducting QC reviews of daily operations, building staffing plans and ensuring staffing needs are met, enforcing uniform processes and procedures, addressing performance issues promptly and effectively utilizing their staff to complete administrative tasks.
• Expertise in using key performance indicators to proactively monitor and improve performance.
• Prior experience developing standard operating procedures, protocols and guidelines that support the changing/evolving needs of the operation.
• Experience managing, developing, and executing a robust training program for Call Center employees to develop employees and ensure adherence to all processes, procedures, and policies.
• Experience collaborating with Human Resources to resolve staff problems and concerns.
• Prior experience working with the Office of Refugee Resettlement, Office on Trafficking in Persons, the Department of Homeland Security, and/or specialized trafficking units or task forces of any state, region, or locality within the United States.
• Prior Call Center supervisory experience strongly preferred.