Client Representative Supervisor

Position Summary The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Client Representative Supervisor’s primary responsibilities are to oversee the daily office operations and training of Client Representatives. This position is a supervisory position.

This position reports to the Manager of Clinical Services of Corbett Trauma Center, and in their absence, to the Director of Clinical Services.

Strategic/Transformational Duties and Responsibilities Develop and supervise Client Representatives and interns on the Counseling team.

Ensures that staff participates in the performance quality improvement (PQI) process and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities Supervise daily office staff functions - planning, assigning, scheduling, and directing work.

Monitor the screening of clients for trauma responses, scheduling for assessments and assistance with compensation, when necessary.

Act as a change agent and develop a high-performance team in the spirit of exceptional service to all internal and external partners.

Trains and supervises Client Representatives and interns.

Develop and maintain collaborative relationships with staff and contracted clinicians to ensure optimum clients scheduling options.

Maintain the client cancellation list and notify clinicians of scheduling needs on a weekly basis.

Ensure compliance to program policies and procedures for delivering client-centered services.

Participate in performance reporting activities weekly.

Oversee Quality Control (QC) functions and report on QC issues on a weekly basis – engage in call monitoring at least once a month.

Audit operations procedures and protocols related to systems and flow of information and offer solutions for improvement - implement program strategies in collaboration with the Corbett leadership team.

Assist in gathering data to accurately complete and submit assigned reports on monthly and/or quarterly basis.

Develop and maintain relationships with funders – referral follow ups/completing monthly staffing reports/attending monthly meetings.

Complete all required training to obtain logins on funder’s electronic systems and comply with funders procedures.

Know and comply with policies and procedures of the agency.

Perform such other duties as may be assigned by supervisor.

Supervisor Responsibilities Directly supervises Client Representatives. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws, and company initiatives/goals. Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems. Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

Required Competencies Cooperation/Teamwork
- Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.

Engaging Communication-Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.

Customer Service (Internal & External)- Recognizes and attends to important details with accuracy and…