Clinical Operations Supervisor
THE JEWISH BOARD, New York, NY, United States
Introduction
For nearly 150 years, The Jewish Board has been delivering innovative, best-in-class mental and behavioral health services. We are unique in serving everyone from infants and their families, to children, teens, and adults. That adds up to countless opportunities to use your skills, training, and compassion to make a difference in the lives of over 45,000 New Yorkers each year.
Location
463 7th Ave, New York, NY 10018, US
Purpose
The Jewish Board’s treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, instill hope, and strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities.
Program Description
The One Call Contact Center (OCCC) is a hybrid centralized registration and scheduling unit serving all divisions of the Jewish Board, including Community Behavioral Services, Youth and Family Services, Intellectual and Developmental Disability, and Adult Residential. OCCC is the first point of contact at the Jewish Board for all individuals and families seeking services. The OCCC team sensitively gathers information as part of the registration and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified. OCCC provides clients with the information they will need to begin services and introduces them to the high quality of care they will receive. OCCC partners with all programs to ensure they are providing clients the full range of services, and introduces options for services from other Jewish Board programs to clients who present with a need that goes beyond their initial request(s).
Position Overview
Clinical/Operations Supervisor reports to the Senior Director of OCCC. The role is responsible for training and supervision of OCCC client engagement specialists, maintaining positive relationships with referring agencies and JB programs, and ensuring positive customer experience for individuals and families. Duties include reviewing referrals for clinical appropriateness, conducting risk assessments, managing urgent referrals, overseeing program outreach, and tracking program outcomes. The supervisor also ensures minimal disruptions to daily operations, phone coverage, accurate documentation, and training of the OCCC team.
Core Competencies and Responsibilities
Assessment of Client Appropriateness
Conduct interviews or assessments to determine client appropriateness.
Review documents provided by referral source to identify questions.
Document interviews, recommendations, next steps.
Provide referral options if not appropriate.
Assessment of Client Risk
Conduct risk assessment when callers screen positive for potential harm.
Document assessments, recommendations, next steps.
Review safety screen documentation.
Track and analyze outcomes of assessments monthly.
Completion of Urgent and Standard Client Referrals
Review urgent referrals for appropriateness.
Collaborate with JB programs to provide rapid access and complete registration.
Assist with coverage of OCCC call line to minimize wait times.
Document calls accurately in electronic health record.
Quality Review
Coordinate monthly and yearly data collection.
Audit calls and documentation for quality assurance.
Participate in program and clinical quality outcome projects.
Attend training to enhance program knowledge.
Program Outreach
Advocate and outreach with existing and potential referral resources.
Build relationships with referral resources and JB programs.
Staff Supervision and Training
Participate in orientation and training of OCCC workers.
Provide individual and group supervision, addressing performance.
Maintain supervisory log and conduct regular team meetings.
Requirements
LCSW preferred, LMSW (with 3 years of clinical and supervisory experience), or MBA (with 3 years of operational, supervisory, and quality improvement experience).
At least 1 year of experience/training in safety and risk assessment.
Experience with staff supervision and outreach required.
Experience supervising call center staff a plus.
Excellent communication, teamwork, independent functioning, and organizational skills.
Must be able to work remotely in an effective manner; equipment to work remotely is provided.
Must be able to work in person as needed.
Computer Skills Required
Competency with Microsoft Outlook, Excel, PowerPoint, and electronic health record/client charts.
Ability to learn and use contact center software and assist staff with training.
Visual and Manual Dexterity
Read paper and electronic documents and perform significant data entry.
Manual dexterity and hand‑eye coordination to use computer.
Work Environment and Physical Effort
Regularly required to speak clearly and hear the spoken word well.
Regularly required to physically operate routine office equipment such as telephones and computers.
Must be able to spend long hours sitting and on computer.
Most of the time performed office‑based work; position is hybrid and may require time on site.
Hazards and noise consistent with office environment.
Some travel throughout NYC may be required.
Equal Opportunity Employer
We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law. We also celebrate diversity and encourage applicants from historically marginalized backgrounds.
#J-18808-Ljbffr
For nearly 150 years, The Jewish Board has been delivering innovative, best-in-class mental and behavioral health services. We are unique in serving everyone from infants and their families, to children, teens, and adults. That adds up to countless opportunities to use your skills, training, and compassion to make a difference in the lives of over 45,000 New Yorkers each year.
Location
463 7th Ave, New York, NY 10018, US
Purpose
The Jewish Board’s treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, instill hope, and strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities.
Program Description
The One Call Contact Center (OCCC) is a hybrid centralized registration and scheduling unit serving all divisions of the Jewish Board, including Community Behavioral Services, Youth and Family Services, Intellectual and Developmental Disability, and Adult Residential. OCCC is the first point of contact at the Jewish Board for all individuals and families seeking services. The OCCC team sensitively gathers information as part of the registration and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified. OCCC provides clients with the information they will need to begin services and introduces them to the high quality of care they will receive. OCCC partners with all programs to ensure they are providing clients the full range of services, and introduces options for services from other Jewish Board programs to clients who present with a need that goes beyond their initial request(s).
Position Overview
Clinical/Operations Supervisor reports to the Senior Director of OCCC. The role is responsible for training and supervision of OCCC client engagement specialists, maintaining positive relationships with referring agencies and JB programs, and ensuring positive customer experience for individuals and families. Duties include reviewing referrals for clinical appropriateness, conducting risk assessments, managing urgent referrals, overseeing program outreach, and tracking program outcomes. The supervisor also ensures minimal disruptions to daily operations, phone coverage, accurate documentation, and training of the OCCC team.
Core Competencies and Responsibilities
Assessment of Client Appropriateness
Conduct interviews or assessments to determine client appropriateness.
Review documents provided by referral source to identify questions.
Document interviews, recommendations, next steps.
Provide referral options if not appropriate.
Assessment of Client Risk
Conduct risk assessment when callers screen positive for potential harm.
Document assessments, recommendations, next steps.
Review safety screen documentation.
Track and analyze outcomes of assessments monthly.
Completion of Urgent and Standard Client Referrals
Review urgent referrals for appropriateness.
Collaborate with JB programs to provide rapid access and complete registration.
Assist with coverage of OCCC call line to minimize wait times.
Document calls accurately in electronic health record.
Quality Review
Coordinate monthly and yearly data collection.
Audit calls and documentation for quality assurance.
Participate in program and clinical quality outcome projects.
Attend training to enhance program knowledge.
Program Outreach
Advocate and outreach with existing and potential referral resources.
Build relationships with referral resources and JB programs.
Staff Supervision and Training
Participate in orientation and training of OCCC workers.
Provide individual and group supervision, addressing performance.
Maintain supervisory log and conduct regular team meetings.
Requirements
LCSW preferred, LMSW (with 3 years of clinical and supervisory experience), or MBA (with 3 years of operational, supervisory, and quality improvement experience).
At least 1 year of experience/training in safety and risk assessment.
Experience with staff supervision and outreach required.
Experience supervising call center staff a plus.
Excellent communication, teamwork, independent functioning, and organizational skills.
Must be able to work remotely in an effective manner; equipment to work remotely is provided.
Must be able to work in person as needed.
Computer Skills Required
Competency with Microsoft Outlook, Excel, PowerPoint, and electronic health record/client charts.
Ability to learn and use contact center software and assist staff with training.
Visual and Manual Dexterity
Read paper and electronic documents and perform significant data entry.
Manual dexterity and hand‑eye coordination to use computer.
Work Environment and Physical Effort
Regularly required to speak clearly and hear the spoken word well.
Regularly required to physically operate routine office equipment such as telephones and computers.
Must be able to spend long hours sitting and on computer.
Most of the time performed office‑based work; position is hybrid and may require time on site.
Hazards and noise consistent with office environment.
Some travel throughout NYC may be required.
Equal Opportunity Employer
We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law. We also celebrate diversity and encourage applicants from historically marginalized backgrounds.
#J-18808-Ljbffr