Supervisor, Care Coordinator Kids-TALK

Care Coordinator Supervisor

As a recognized leader in our field, The Guidance Center provides a broad range of services that have helped children, adults and families unlock potential and build better lives since 1958. With 25 programs we offer treatment, prevention, growth and education services to more than 14,200 people annually. Together we: Nurture development. Foster resilience. Cultivate well-being.

We have a market-based compensation structure. The estimated salary for this position will vary based on a candidate's transferable work experience and qualifications. This is a salary grade 109. The range provided is just one component of total compensation including a comprehensive benefit package of affordable medical plans, employer paid dental, vision and long-term disability, 401(K) with employer contribution, flexible spending accounts for medical and dependent, paid time off, 11 paid holidays.

As a Care Coordinator Supervisor in the Kids-TALK program, you will be responsible for the following:

• Responsible for the day-to-day operations and supervision of the Multidisciplinary Team (MDT)/ Intake Coordinators and Support Staff across Kids-TALK CAC locations. Leads the implementation and continuous improvement of best practices in serving children and families impacted by child maltreatment and other forms of trauma.
• Provides direct supervision, coaching, and support to MDT/ Intake Coordinators and Support Staff ensuring high-quality service delivery, consistency in practice, and adherence to established protocols.
• Serves as a leader within the Multidisciplinary Team, promoting effective collaboration and communication among partner agencies while ensuring compliance with agency policies, program requirements, and accreditation standards. Supports ongoing program development, quality improvement initiatives, and strategic goals of the CAC.
• Recruit, interview, and make recommendations for the hiring, promotion, and termination of MDT/ Intake Coordinators and Support Staff.
• Monitor, review, and complete processes related to timecards and time-off requests.
• Develop and ensure onboarding, training and expectations are set and met with all MDT/ Intake Coordinators and Support Staff.
• Ensure appropriate coverage of MDT/ Intake Coordinators and Support Staff at all times.
• Ensure MDT coordination, intake processes, and front-end service delivery reflect current industry and research-based best practices in trauma-informed care. Lead efforts to enhance and innovate service delivery based on the needs of children and families and community partners.
• Work closely with department supervisors to ensure a seamless service delivery model for clients, families, and Multi-Disciplinary Team partners.
• Identify, implement, and monitor quality improvement initiatives related to MDT coordination, intake workflows, and administrative support functions.
• Identify, develop, and implement internal and department related procedures specific to the responsibilities and tasks of the Support Staff team.
• Identify, develop, and implement internal and department related procedures specific to the responsibilities and tasks of the MDT Coordination/ Intake team.
• Ensure compliance with CAC standards, agency policies, and funding requirements.
• Ensure that children, families, and visitors consistently experience a safe, welcoming, and trauma-informed environment. Establish and reinforce expectations for high-quality, compassionate customer service across all front-facing staff.
• Manage staff within span of control, including participation in hiring, onboarding, training, scheduling, supervision, performance evaluation, coaching, discipline, and employee relations matters.
• Ensure administrative and support processes are consistent and functional to ensure a cohesive environment for staff, families, and partners.
• Collaborate with internal CAC departments and external MDT partners to ensure coordinated, efficient, and effective service delivery, while identifying and addressing barriers to access services and engagement.
• Oversee the day-to-day operations of MDT/ Intake coordination and administrative functions, including scheduling and coordination of forensic interviews, medical exams, and related MDT activities.
• Oversee the day-to-day operations of the Support Staff team, including processes, building operation needs, check-in and greeting families/ clients/ partners, and other duties the Support Staff team perform.
• Ensure the functionality and coordination of CAC scheduling systems, databases, and related equipment necessary to support MDT activities and service delivery.
• Review data recorded from scheduling systems and electronic health record systems to ensure consistency amongst the department, and use the data to inform programmatic decisions.
• Lead and support the development, implementation, and ongoing refinement of MDT processes, including policies, protocols, and interagency agreements in collaboration with partner agencies.
• Promote Kids-TALK CAC services to MDT partners and actively participate in MDT case review and case coordination processes, providing leadership and operational insight.
• Maintain strict confidentiality of all client and case information in accordance with agency policies, legal requirements, and ethical standards.
• Represent the CAC through participation in committees, task forces, and community partnerships that support system coordination and improve outcomes for children and families, as requested.
• Provide direct service coverage in MDT/ Intake coordination or administrative functions as needed to support operations.
• Ensure all documentation and data entry are completed accurately and timely in accordance with agency policies, CAC standards, and funding requirements.
• Complete a minimum of 25 hours of annual professional development and ensure staff meet training expectations relevant to their roles.
• Other duties as assigned

Regular full-time work hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. Additional hours, including on-call responsibilities, evenings, weekends, and holidays, may be required to meet program and operational needs.

Requirements

To qualify for this position, you will need the following:

• A Master's degree in a human service–related field, or a Bachelor's degree in a human service–related field with a minimum of five (5) years of relevant experience, is required.
• Experience in the fields of child maltreatment and/or interpersonal trauma is required.
• A minimum of two (2) years of experience leading, coaching, supervising, or guiding staff is preferred.
• Experience within the Children's Advocacy Center (CAC) model is strongly preferred.
• Familiarity with the Michigan Forensic Interviewing Protocol, child and family advocacy, and/or multidisciplinary team (MDT) coordination is preferred, including experience training or mentoring others in these areas.
• Demonstrated ability and commitment to effectively serve and advocate for children and families from diverse backgrounds is required. This includes maintaining a nonjudgmental, culturally responsive approach that recognizes and respects differences in race, ethnicity, culture, religion, sexual orientation, and socioeconomic status.
• Proven ability to lead and support a coordinated, collaborative multidisciplinary team is required. Candidates must demonstrate experience communicating and partnering with professionals across disciplines in a diplomatic and effective manner. Strong interpersonal and communication skills are essential, along with the ability to build and sustain collaborative relationships, think critically, and approach challenges with flexibility, creativity, and a solutions-focused mindset. A commitment to advancing the strategic priorities of the CAC is expected.
• Candidates must model and uphold Kids-TALK CAC's core values while fostering staff growth through clear expectations, support, and accountability. Leadership must consistently reflect a commitment to making decisions grounded in the best interests of the children, families, and professional partners served.

The Guidance Center believes that our team members are our most valuable resources, and we invest in them accordingly. We offer our employees a competitive salary, flexible scheduling opportunities, a team-oriented work environment and much more!

The Guidance Center is an equal opportunity employer and is committed to creating a welcoming place for everyone.