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Quality & Performance Program Supervisor
Location:
Buffalo, NY
Description:
TITLE : Quality and Performance Program Supervisor DEPARTMENT : Crisis Counseling Program REPORTS TO : Crisis Counseling Program Director EMPLOYMENT STATUS: Full Time CLASSIFICATION LEVEL: Hourly, Non-exempt Position Summary: This position is responsible for the day-to-day and overall supervision and management of the Crisis Counseling Program (24-hour crisis hotline), with a targeted focused on data management and analysis, quality performance management, metric development and training. Acts as the lead Manager on the identification, development, and implementation of department service outcomes with the goal of improved performance and other reporting for the Crisis Counseling program. This position is a member of the Agency Leadership Team alongside Agency Department Management Team. Position Accountabilities: Responsible for assisting with providing daily on-site supervisory consultation, and administrative oversight to the 24-hour Crisis Counseling Hotline Program and all its functions. Lead Manager responsible for facilitation of reporting, service processes, workflow, data and metrics analysis Report out regularly to Management and Leadership team members on department performance, assist with quality assurance, individual performance data, and other metrics needed for operations, required reporting, and overall performance/compliance Monitor quality assurance protocols to ensure that Crisis Hotline Counselors are adhering to service intervention models, support, resources, lethality assessment guidelines, and client care needs in compliance with agency procedures/AAS standards Responsible for recommending data driven best practice trainings and performance opportunities for Crisis Hotline Counselors Department Responsible for regular reports to Crisis Hotline Managers and/or Agency Administration team In partnership with the CCP Program Supervisors, identify training needs/opportunities for individually assigned Crisis Hotlines counselors through coaching, performance reviews, and supervision Assist with department staff schedule maintenance (daily, monthly, on call, holiday, etc.) when needed to ensure 24-Hour Crisis Hotline coverage and operations Provides daily consultation, debriefing and support to Hotline Counselors and follow up procedures as needed. Responsible for assigning/maintaining Crisis Hotline office work stations, telephone system access Responsible for oversight of all technology needs/updates; act as liaison with technology vendors as needed or assigned assign skillsets Responsible for participation in rotating Crisis Hotline Management on-call supervisory consult responsibilities outside of scheduled work week Required to participate in Agency, Leadership, and Departmental meetings and conduct work on behalf of all stakeholders Understand and execute all policies and procedures as reflected in the Employee Handbook and Union Contract Other duties as assigned Position Requirements: Must have a Master's Degree in social work, public health, mental health counseling, or related degree and appropriate State licensure preferred Minimum of 2 (two) years professional experience in human service related industry. Crisis Intervention, Mental Health Services, Suicidology, and Supervisory experience preferred Must have strong demonstrated data analysis and reporting skills and experience Demonstrated above average ability with reporting tools and statistical/data programming (Microsoft Suite, Excel) Superior knowledge of HIPAA laws/regulations with regard to protected health information; code of ethics, confidentiality and privacy principles Strong demonstrated ability to communicate effectively and develop effective interpersonal relationships with team members, clients, and staff Demonstrated judgment, empathy, and ethical values and abilities that align with Agency goals and values Valid Driver's License preferred but not required. RELATIONSHIPS: Internal: Will maintain productive relationships with agency management, program staff, volunteers and employees. External: Will work collaboratively with a variety of statewide stakeholders (e.g. hospitals, law enforcement agencies, community service organizations, government agencies, courts and families) to provide a comprehensive range of services including advocacy, counseling, crisis intervention, support and guidance to meet the needs of the clients and their families. ENVIRONMENTAL AND WORKING CONDITIONS: General office environment; no exposures to extreme heat, cold, dust, noise. Local travel (Erie County) limited PHYSICAL AND MENTAL REQUIREMENTS: Primarily a sedentary position with occasional standing, sitting, bending and reaching required. A high energy level; comfortable performing faced paced, multi-faceted projects in conjunction with day-to-day activities. EEO STATEMENT: Crisis Services is an Equal Opportunity Employer and considers all candidates for employment regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other characteristics protected by law. DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job. OTHER DUTIES : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice. Position Requirements and Working Conditions: Physical Activities Check all that apply Frequency (N)Never, (O)Occasionally or (C)Constantly Ascending or descending stairs and the like. O Remaining in a stationary position, often standing or sitting for prolonged periods. C Moving about to accomplish tasks. O Communicating with others to exchange information. C Repeating motions that may include the wrists, hands and/or fingers. C Travel to meet with various stakeholders. N Assess risk, detect risk factors for site safety purposes through being aware of surrounding environment, individuals, noises, observations, etc. O Environmental Conditions Check all that apply Frequency (N)Never, (O)Occasionally or (C)Constantly Low temperatures. N High temperatures. N Outdoor elements such as precipitation and wind. N Noisy environments. N Hazardous conditions. N Poor ventilation. N Small and/or enclosed spaces. N No adverse environmental conditions expected. C Physical Demands Check only one Frequency (N)Never, (O)Occasionally or (C)Constantly Sedentary work that primarily involves sitting/standing. C Light work that includes moving objects up to 20 pounds. O Medium work that includes moving objects up to 50 pounds. N Heavy work that includes moving objects up to 100 pounds or more. N Job Posted by ApplicantPro
Company:
Crisis Services
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Quality & Performance Program Supervisor
Quality & Performance Program Supervisor is a Executive Supervisor Job at Crisis Services located in Buffalo NY. Find other listings like Quality & Performance Program Supervisor by searching Oodle for Executive Supervisor Jobs.
Quality & Performance Program Supervisor is a Executive Supervisor Job at Crisis Services located in Buffalo NY. Find other listings like Quality & Performance Program Supervisor by searching Oodle for Executive Supervisor Jobs.