Client Care Supervisor (Lighthouse)

Job Description

Job Description

Client Care Coordinator Supervisor

PRIMARY FUNCTION/PURPOSE:

Supervise the delivery of services provided by Client Care Coordinators (Social Workers) to enhance existing services to homeless families. This includes the completion of a thorough assessment, and the development and completion of a bio-psychosocial for each family upon intake, crisis intervention, counseling, client advocacy, and referrals to government and/or community-based resources. If needed, this individual will ensure that recommendations of achievable goals be implemented on each family’s service plan, leading to permanent housing, and strengthening the overall permanency outcome for clients in shelter.

MINIMUM QUALIFICATIONS:

• Must be a Licensed Clinical Social Worker (LCSW) in the state of New York upon hire or within three (3) months of hire
• Minimum of 3-5 years of experience in social services, counseling, crisis intervention, family services, preventive services, housing services, or homeless services
• At least two years of supervisory experience in social services, counseling, crisis intervention, family services, preventive services, housing services, or homeless services
• Knowledge in three or more of the following areas:
  1. Experience in supervision of social workers
  2. Experience in client assessment, service plan development, and case management
  3. Child and adolescent development
  4. Parent-child relationships, family dynamics, and diagnostic classifications
  5. Mental health and Emotional/Behavior health
  6. Child Welfare policies and procedures
  7. Government Entitlements: TANF, Social Security, Medicare etc.
  8. Knowledge and experience working with diverse cultures and ethnicities
  9. Expertise in strengths-based, solution-focused, and family-centered practice
  10. Experience facilitating groups for adults
  11. Proficiency in Spanish a plus
  12. Excellent oral and written communication skills coupled with strong interpersonal skills
  13. Proficient in MS Office, Outlook, Excel, PowerPoint, and Adobe

PRIMARY RESPONSIBILITIES:

1. Manage and supervise a team of Client Care Coordinators to develop a team of skilled professional staff, including recruitment, training, supervision, evaluation, and staff scheduling to achieve the objectives of both CRF and Agency Funders
2. Guide client care coordinators in the development, implementation, and achievement of program goals
3. Handle administrative, operational, and programmatic issues that might affect client care coordinator staff
4. Assign cases to client care coordinators for newly admitted clients to be assessed immediately upon admission and managed throughout shelter stay
5. Ensure the timely completion of comprehensive bio psychosocial assessments for each client to understand strengths and service needs
6. Work effectively as a part of a multi-disciplinary team to enhance client engagement and the delivery of quality service
7. Enhance the delivery and coordination of mental health and related services to clients in shelter
8. Ensure that Client Care Coordinator reports are clearly written and capture assessment findings and recommendations
9. Confer and consult with professional and technical personnel in implementing a multidisciplinary approach to client care and well-being
10. Ensure that Client Care Coordinators are providing short-term counseling, outreach services, crisis intervention, risk assessment, safety planning, and psycho-education for clients
11. Collaborate with ACS and/or prevention services agencies, and participate in conferences to advocate on behalf of clients as needed
12. Ensure that Client Care Coordinators are providing clients with appropriate referrals and linkages between mental health providers, government agencies, and other related community-based services as needed
13. Serve as agency/program liaison between DHS, government agencies, community-based organizations and/or groups
14. Develop and Implement group work to be facilitated by Client Care Coordinators to address family issues, enhance life skills etc.
15. Ensure that Client Care Coordinators are completing all documentation in a timely manner
16. Ensure that Client Care Coordinators assess each client/family for supportive housing, complete supportive housing applications when applicable, and accompany residents to supportive housing interviews when needed
17. Ensure that Client Care Coordinators complete and discuss exit summaries with each client, and provide clients/families with referrals and supportive services identified in their new community
18. Participate in family meetings with case work and housing teams to discuss planning efforts and progress
19. Networking and establishing successful linkages with government and community-based organizations to create resources for both families and staff
20. Work in collaboration with the Director of Social Services and the Housing Coordinator to ensure that all services lead to permanent housing placement
21. Complete special projects and assignments as needed or identified by leadership
22. Must work one late a week from 11 am -7 pm to accommodate both staff and families
23. Provide on-call crisis intervention support to Client Care Coordinators
24. Perform other duties as assigned

CLIENT CHARTS / STAFF COMPLIANCE:

• Manages, reviews, and monitors Client Care Coordinators’ maintenance of client records (paper and electronic) by conducting case audits, ensuring both internal and external quality assurance standards are being met in accordance with CRF and DHS standards
• Provides training to new staff and existing Client Care Coordinator staff
• Provide individual and group supervision to Care Coordinators to provide coaching, guidance, and support on service delivery and work performance
• Ensure that high-risk cases are monitored closely and serviced effectively
• Provide Client Care Coordination team with support and guidance on high-risk and challenging cases
• Collects and analyzes data provided on client services to evaluate team success in service delivery
• Provides Client Care Coordination services in the absence or vacancy of Client Care Coordinator staff

MEASURABLE AREAS:

• Ability to team lead and provide effective supervision, guidance, and oversight of subordinates
• Timely reporting of critical/priority one incidents to DHS
• Ability to respond and troubleshoot crisis situations
• Comply with and promote compliance with all agency policies, helping to strengthen and maintain an ethical organizational culture

Completion of DHS Monthly Metrics.

• Number of biopsychosocials completed
• Number of mental health referrals
• Number of successful referrals (3 MH referrals kept)
• Number of substance use referrals
• Number of successful referrals (3 SU referrals kept)
• Number of other referrals
• Number of successful other referrals
• Number of linkage agreements finalized
• Number of training sessions conducted
• Number of client groups/workshops facilitated
• Timely completion and submission of CCC Unit DHS Monthly Metrics Report

SECONDARY RESPONSIBILITIES:

• Facilitate effective communication with other staff within an interdisciplinary context, participate in and contribute to staff meetings and the development of policies and procedures
• Participate in trainings and staff-development activities to acquire and maintain both the interpersonal and operational skills necessary for successful job performance
• Provide professional development to Client Care Coordinators to enhance skill-sets as it relates to appropriately assessing the needs of clients in shelter
• Work in collaboration with site leadership to provide training and consultation to shelter-based case management team, and to increase the ability of shelter staff to address mental health issues
• Ensure that staff attend CORE trainings within (6) months of employment, such as the mandated Reporter Training, CARES Getting Started, CARES Incident Reporting, CARES Intimate Partner Violence 101, Bio-Psychosocial & Engagement 101, Bio-Psychosocial & Engagement 102, Risk & Safety Assessment, Motivational Interviewing, and CPR/First Aid

PRINCIPAL RELATIONSHIPS:

• Frequent interaction with diverse clients to assess and respond to their needs
• Collaborative working relationships with and volunteers who aid in the facility
• Regular contact with other program and Social Services staff to ensure team delivery of consistent high-quality services

OTHER REQUIREMENTS (including Physical Demands):

• May be required to work long hours and a varied schedule
• Traveling throughout various locations in the New York City area when necessary
• Lifting and moving objects weighing up to 30 pounds several times a week
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

EEO Statement – Children’s Rescue Fund is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.

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