The Support Service Supervisor is the frontline managerial person responsible for directly overseeing the work of other employees to ensure productivity and quality work. The Supervisors' primary focus is ensuring compliance with organizational policies and allocating company resources optimally. They help employees follow the set procedures for performing their tasks. Supervisors collaborate with management to develop performance goals, then communicate these goals to employees and align them with the organizational goals. They ensure adherence to productivity levels and quality standards through regular monitoring, performance evaluation, timely feedback, and proper training. Responsible for performing tasks, designated by Manager of Support Services, supporting staff in the ongoing services or clients / patients. Additional support in performing tasks for patients with complex mental health and social needs to optimize patient health across the care continuum.

Performs duties over the telephone and in person at variable locations, to meet the patient “where they are” such as patient homes, homeless shelters, hospital rooms etc. This is an opportunity to make a difference in the lives of some of the most vulnerable in our community. A passion for helping others and creative out-of-the-box problem solving skills are strongly encouraged.

Responsibilities and Duties:

Primary duties include but are not limited to the following:

• Conduct weekly check ins with team members.
• Review case load levels for each staff member for assigned service line.
• Assist Managers with the decision to accept new referrals and assignment to staff based on case load volume.
• Review and monitor teams’ billable hours.
• Support designated person with summary reports for QA reviews submitted by the end of quarter.
• Work with the QA designee to review and analysis quality of work to determine if additional training is needed by staff member.
• Assist Manager in the hiring process, conducting phone screens, setting up interview, etc.
• Training support for existing staff for staying current with acceptable practices as required by State agencies.
• Ensures comprehensive training support for new hires to include creation of training schedule, competition of training checklist, assign a mentor, and organizing meetings, etc.
• Updates team regarding any changes in protocols made by company or State Agencies regarding working with clients.
• Maintain signing responsibility for company checks.
• Oversee local office, ensuring that staff have resources and supplies needed.
• Participate in all company meetings and trainings as scheduled.
• Maintain minimum case load as requested by Manager.
• Lead team meetings as needed.
• Participate in all company meetings and trainings as scheduled.
• All other tasks as requested by Manager.

Qualifications:

• A minimum of 2 years prior experience in a related field.
• At least 1 year of prior supervisory experience.
• Must have own transportation and be willing to transport clients in your own vehicle (mileage reimbursed)
• Comfortable working with clients who may have mental illness and/or substance use disorder
• A demonstrated comfort level working with people & situations that can feel frustrating, unclear, & seemingly hopeless; Ability to work with a positive attitude in stressful situations.
• Knowledge of SSI and SSDI programs.
• Basic familiarity with mental health disorders.
• Must be proficient in the following computer applications--Microsoft Word and Excel.
• Must meet insurance carrier’s requirements for approval to drive.

Physical Requirements:

• On an occasional basis, may be required to remain in stationary position >50% of the day.
• Sit/Stand/Walk in combination inside the office to access file cabinets, office machinery, etc.
• Sit/Stand/Walk in combination outside the office to access vehicles, client houses, hospitals, etc.
• Constant use of upper extremities for Computer, office machinery and driving.
• Frequent communication via phone, fax, email and in person for coordination of care, outreach, etc.
• Must be able to observe and assess clients in their personal living space.
• May lift up to 20lbs on a seldom basis.
• Outdoor, local travel and driving is part of the role; therefore, weather exposure is a given.

Mental Requirements:

For an employee to succeed in this position they will need to be able to have time management skills, adapt to changing schedules, and contribute to problem solving when needed.

Disclaimer:

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.