Client Care Supervisor - FAM (Apollo)

PRIMARY FUNCTION/PURPOSE:

Supervise the delivery of services provided by client care coordinators to enhance existing services to homeless families to include the completion of a thorough assessment and the development and completion of bio-psychosocial of each family upon intake, crisis intervention, counseling and client advocacy and referrals to government and community-based resources. If needed, ensure the recommendations of small achievable goals to be implemented on each family’s service plan leading to permanent housing, and strengthen the overall permanency outcome for families with children in shelter.

PRIMARY RESPONSIBILITIES:

• 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.
• Guide client care coordinators in the development, implementation, and achievement of program goals.
• Handle administrative, operational, programmatic issues that might affect client care coordinator staff.
• Assign cases to client care coordinators for newly admitted families to be assessed immediately upon admission and managed throughout shelter stay.
• Ensure the timely completion of comprehensive bio psychosocial assessments for each family to understand strengths and service needs.
• Work effectively as a part of a multi-disciplinary team to enhance client engagement and the delivery of quality service.
• Enhance the delivery and coordination of mental health and related services to families with children in shelter.
• Ensure that client care coordinator reports are clearly written and capture family assessment findings and recommendations.
• Confer and consult with professional and technical personnel in implementing a multidisciplinary approach to client care and wellbeing.
• Ensure that client care coordinators are providing short-term counseling, outreach services, crisis intervention, risk assessment, safety planning and pyscho-education for families.
• Collaborate with ACS and /or prevention services agencies and participate in conferences to advocate on behalf of family as needed.
• Ensure that client care coordinators are providing families with appropriate referrals and linkages between mental health providers, government agencies and other related community-based services as needed.
• Serve as agency/program liaison between DHS, government agencies, community-based organizations and/or groups.
• Develop and Implement group work for families to be facilitated by client care coordinators to address family issues, enhance life skills etc.
• Ensure that client care coordinators complete all documentation in a timely manner.
• Ensure that client care coordinators assess each family for supportive housing, complete supportive housing applications when applicable, and accompany residents to supportive housing interviews when needed.
• Ensure that client care coordinators complete and discuss exit summaries with each family and provide families with referrals and supportive services identified in new community.
• Participate in family meetings with case work and housing team to discuss planning efforts and progress.
• Network and establish successful linkages with government and community-based organizations to create resources for both families and staff.
• Work in collaboration with the Director of Social Services and the Housing Coordinator to ensure that all services lead to permanent housing placement.
• Complete special projects and assignments as needed or identified by the Executive Director.
• Must work one late a week from 11 am -7 pm to accommodate both staff and families.
• Provide on-call crisis intervention support to client care coordinators.
• Contributes to the overall success of the organization by performing all other duties and responsibilities as assigned by supervisor or designee, and being able to pivot with ever-changing priorities and newly added job-related responsibilities that arise based on business changes, needs, and demands.

CLIENT CHARTS / STAFF COMPLIANCE:

• Manages, reviews, monitors client care coordinators’ maintenance of client records (paper and electronic) by conduct case audits to ensure both internal and external quality assurance standards are being met in accordance with CRF and DHS standards.
• Provides training for new staff and existing client care coordinator staff.
• Provide individual and group supervision with 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, 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 report of critical/priority one incidents to DHS
• Ability to respond and troubleshoot crisis situations.
• Comply and promote compliance with all agency policies helping to strengthen and maintain an ethical organizational culture.

Completion of DHS Monthly Metrics.

• # biopsychosocials completed
• # mental health referrals
• # successful referrals (3 MH referrals kept)
• # substance use referrals
• # successful referrals (3 SU referrals kept)
• # other referrals
• # successful other referrals
• # linkage agreements finalized
• # training sessions conducted
• # 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 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 families with children in shelter.
• Work in collaboration with Executive Director and Director of Social Services 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 attends 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 guidance to, volunteers who aid in the facility.
• Regular contact with other program and Social Services staff to ensure team delivery of consistent high-quality services.

MINIMUM QUALIFICATIONS:

• Must be a Licensed Clinical Social Worker (LCSW) in the state of New York upon hire and have a Master’s Degree in Social Work from an accredited school of social work.
• Minimum of 3-5 years of experience in social services, counseling, crisis intervention, family services, preventive services, housing services or homeless services and at least two of those years being in a supervisory capacity.
• Knowledge in three or more of the following areas:
  • Experience in supervision of social workers.
  • Experience in client assessment, service plan development and case management.
  • Child and adolescent development.
  • Parent-child relationships, family dynamics, and diagnostic classifications.
  • Mental health and Emotional/Behavior health.
  • Child Welfare policies and procedures.
  • Government Entitlements: TANF, Social Security, Medicare etc.

• Knowledge and experience working with diverse cultures and ethnicities.
• Expertise in strengths-based, solution-focused, and family-centered practice.
• Experience facilitating groups for adults.
• Proficiency in Spanish a plus.
• Excellent oral and written communication skills coupled with strong interpersonal skills.
• Demonstrated discretion in handling confidential information.
• High level of computer proficiency in Word, Excel, and the ability to learn new technologies and databases.

OTHER REQUIREMENTS (including Physical Demands):

• Contributes to the overall success of the organization by performing all other duties and responsibilities as assigned by supervisor or designee, and being able to pivot with ever-changing priorities and newly added job-related responsibilities that arise based on business changes, needs, and demands.
• May be required to work long hours and a varied schedule.
• Travelling throughout various locations in the New York City area.
• Lifting and moving objects weighing up to 30 pounds several times a week.

• Reasonable accommodations 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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