Program Administrator - Contact Center

It’s a great feeling to work for a company that does so much good for others around the world! Compass Connections is a Texas-based non‑profit organization that has been impacting and meeting the needs of the community’s most vulnerable children and families through residential care, community‑based support, foster care, and adoption services. Academic Requirements Graduate degree from an accredited program/university in social work, psychology, criminal justice, sociology, or a related field of study. Preferred licensure in a relevant field. Certifications First aid CPR Emergency behavior intervention Work Experience At least five (5) years of progressive employment experience in the aforementioned fields that demonstrate supervisory and case management experience. Preferred: Experience in crisis response and hotline or victim services programs. Critical Action Items & Measurable Deliverables Meet all federal and state regulatory guidelines and standards that are applicable to this position to ensure team compliance, implementation of safety and services plans, and ongoing contact with the service population as required. Train, monitor, and coach staff to ensure that assigned cases meet quality assurance measures including accurate assessment of contactor’s needs, development and implementation of safety and service plans, and ongoing contact with the service population as required. Identify trends and training needs and develop training with program leadership. Make decisions affecting the safety of the contactor and provide guidance to supervisees. Monitor staff to ensure they engage each contactor in response, referral, and safety planning. Monitor staff to ensure that safety plans meet proven standards for risk reduction and positive case outcomes. Monitor staff records, files, forms, statistics, and information in the platforms and comply with agency, federal and state standards, and requirements. Address performance challenges and ensure assigned personnel meet all deadlines and safety requirements for all cases assigned. Ensure teamwork scheduling meets program expectations and protocol. Provide supportive, accurate, and immediate case guidance for direct reports. Ensure communication up and down the chain is immediate, including all safety concerns and required reporting. Participate in scheduled meetings, in‑service training and team decisions. Work evenings, weekends and holidays as needed or requested by position supervisor. Maintain Compass Connections professional and ethical standards of conduct outlined in Compass Connections employee handbook including demonstrating respect for agency staff, children, and community members and complying with required dress code at all times. Other Responsibilities Coordinate referrals, service planning and documentation for the assigned service population. Ensure all direct reports are trained and equipped to offer real‑time, effective, accurate guidance to assigned call specialists for all calls to the program. Provide immediate case staffing and crisis intervention support. Monitor team documentation and reporting for efficiency and accuracy. Oversee the continuous professional development of all direct and indirect reports. Requirements Pass a pre‑employment drug screen and random drug screens throughout employment. Provide proof of work eligibility status upon request. Pass a pre‑employment and biennial criminal background checks. Demonstrate the ability to: Respond sensitively and competently to the service population’s cultural and socioeconomic characteristics. Communicate effectively in writing and verbally in English. Work collaboratively with other staff members, service providers and professionals. Provide crisis intervention according to training provided by Compass Connections when needed to maintain a safe environment. Work in a fast‑paced environment and maintain emotional control and professional composure at all times. Organize and prioritize responsibilities and duties efficiently. Maintain computer literacy required to meet the responsibilities of the position. Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team. Demonstrate a working knowledge of all Compass Connections policies and procedures. Vaccination Policy All employees must receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation. This is a condition of employment and all new hires will be responsible for providing proof. EEO Statement In accordance with TitleVII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA)), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. #J-18808-Ljbffr 55 Compass Connections