Client Representative Supervisor

Position Summary 

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Client Representative Supervisor’s primary responsibilities are to oversee the daily office operations and training of Client Representatives. This position is a supervisory position. This position reports to the Manager of Clinical Services of Corbett Trauma Center, and in their absence, to the Director of Clinical Services.      

Strategic/Transformational Duties and Responsibilities 

• Develop and supervise Client Representatives and interns on the Counseling team.
• Ensures that staff participates in the performance quality improvement (PQI) process and uses data to improve services and outcomes. 

Transactional/Administrative Duties and Responsibilities

• Supervise daily office staff functions - planning, assigning, scheduling, and directing work.
• Monitor the screening of clients for trauma responses, scheduling for assessments and assistance with compensation, when necessary.
• Act as a change agent and develop a high-performance team in the spirit of exceptional service to all internal and external partners.
• Trains and supervises Client Representatives and interns.
• Develop and maintain collaborative relationships with staff and contracted clinicians to ensure optimum clients scheduling options.
• Maintain the client cancellation list and notify clinicians of scheduling needs on a weekly basis.
• Ensure compliance to program policies and procedures for delivering client-centered services.
• Participate in performance reporting activities weekly.
• Oversee Quality Control (QC) functions and report on QC issues on a weekly basis – engage in call monitoring at least once a month.
• Audit operations procedures and protocols related to systems and flow of information and offer solutions for improvement - implement program strategies in collaboration with the Corbett leadership team.
• Assist in gathering data to accurately complete and submit assigned reports on monthly and/or quarterly basis.
• Develop and maintain relationships with funders – referral follow ups/completing monthly staffing reports/attending monthly meetings.
• Complete all required training to obtain logins on funder’s electronic systems and comply with funders procedures.
• Know and comply with policies and procedures of the agency.
• Perform such other duties as may be assigned by supervisor.

Supervisor Responsibilities

• Directly supervises Client Representatives. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws, and company initiatives/goals. Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems.  Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

Required Competencies  

• Cooperation/Teamwork- Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships. 
• Engaging Communication-Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers. 
• Customer Service (Internal & External)- Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively.
• Adaptability- Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans. 
• Problem Solving-Views problems as opportunities to create new solutions.  Anticipates potential problems and analyzes alternative solutions.   
• Judgment- Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions. 
• Valuing & Fostering Diversity- Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity. 
• Self-Management- Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibiting a professional demeanor. 

Education and Experience 

• Three years of client service experience. 
• Minimum typing speed of 45 wpm.
• Exhibit proficiency in Windows based programs.
• Bilingual (Spanish and English) highly preferred to meet the diverse needs of the community.   
• Complete ACT Service Training as required by FCASV within the first six months of employment.
• Preferred qualifications: AA degree or a minimum of two years of experience in a leadership capacity. 

Knowledge, Skills, and Abilities 

• Ability to communicate, train and provide direction to staff, volunteers, and co-workers. 
• Knowledge of office procedures and practices. 
• Knowledge and compliance with policies and procedures of the agency. 
• Understanding of various methods of data collection and the importance of accurate data collection. 
• Knowledge of the principles and techniques of verbal and written communication. 
• Knowledge of basic office equipment. 
• Knowledge of and compliance with HIPAA regulations. 
• Sensitivity to needs of clients, especially mental health issues and victim needs. 
• Ability to prepare correspondence and reports neatly and accurately. 
• Ability to perform basic arithmetic calculations. 
• Ability to understand and apply policies and procedures. 
• Ability to complete work independently, accurately, and completely. 
• Ability to communicate effectively both verbally and in writing. 
• Ability to establish and maintain effective working relationships with others. 
• Skill in operation of a variety of computer software applications, including Word, Access, Excel, and various database programs. 
• Complete Advocacy Core Training as required by FCASV or within the first six months of employment. 

Physical Demands/Working Conditions 

Physical Requirement: The employee is regularly required to sit and talk and is occasionally required to stand and walk. This position requires good hand-eye coordination, arm, hand and finger dexterity, and visual acuity to use keyboard. These tasks may be somewhat complex in nature and may be broad in objective with integration of diverse functions.  This position performs duties of average difficulty requiring reasonable initiative and independent judgment under general supervision.  

 Working Conditions: Work is performed indoors, but on occasion will require the use of one’s personal automobile to travel to meetings or other office locations and could be exposed to changing weather. The noise level is moderate but can often get very busy. 

Travel: Occasional 

Hours: Must be able to work flexible schedule, including afternoon, early evening, and Saturday hours.  

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

 CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.