Access Call Center Supervisor

Jewish Family Service of San Diego (JFS) is seeking a compassionate, mission-driven Access Supervisor to join our Aging and Resource Navigation team. This full-time, onsite social services leadership role combines staff supervision, client intake, triage, crisis intervention, and community resource navigation. The ACCESS Supervisor leads the intake team, supports referral and intake systems, strengthens workflows and data collection, and helps connect individuals and families with appropriate programs and community resources throughout San Diego.

Reporting to the Director of Aging and Resource Navigation, this position collaborates closely with JFS program staff and agency partners to deliver responsive, client-centered support and improve access to essential services.

The Access JFS Supervisor is responsible for supervising staff for about 50% of the time (18.75 hours) and being an intake specialist for about 50% (18.75 hours) of the time.

• Provide direct supervision to the Access JFS intake team by managing daily workflow, schedules, timekeeping, and problem solving when issues come up
• Contribute to the Access Systems Transformation by attending meetings with other departments supporting the transformation (i.e. technology, community impacts, learning and development) and providing input on systems improvement
• Support the intake specialist team in implementing Access transformation systems, workflows, and data collection plans, as they are developed
• Provide direct support in managing client crisis intervention and other safety concerns
• Cultivate relationships and work collaboratively with other JFS program staff
• Ensure team is compliant with HIPAA regulations and other privacy and security guidelines

• Respond to incoming calls and web inquiries for services and meet with walk-in clients as needed
• Conduct initial assessment to identify needs, safety concerns, and/or barriers to accessing services
• Screen and refer callers to appropriate internal and external referrals
• Maintain clear and timely documentation of all communication in electronic client record system
• Provide a consistently high level of customer service

• At least 2 years of experience supervising non-exempt employees
• Leadership in taking a team through transition
• Ability to deal with problems involving several variables and lead team to solutions
• Ability to apply common sense and critical thinking to carry out instructions and make decisions within scope of authority
• Experience working with individuals and families seeking assistance and support, often with some level of urgency
• Knowledge of basic social service standards and community resources and programs
• Ability to show an unconditional positive regard for individuals and families who turn to JFS for support
• Excellent organization and interpersonal skills
• Excellent telephone, oral, and written communication skills
• Fluent in English required, bilingual and/or bicultural (Spanish, Arabic or Vietnamese) preferred
• Upon hire, FCS leadership will be seeking training and professional development opportunities for this position, for example in the area of crisis intervention, de-escalation, and standard reporting protocols

• High school diploma required, bachelor's degree in human services or other relevant field preferred
• Technologically savvy, highly proficient in Microsoft Office Suite programs including Teams, Word, Excel, Outlook, and PowerPoint. Experience in utilizing client records systems, such as ETO (Efforts to Outcomes)
• Must pass pre-employment background check(s)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

The employee is regularly required to sit for extended periods of time, walk, use hands to finger, handle, or free to type, use a mouse, and manipulate small components; reach with hands and arms; and talk or hear to communicate in person, over the phone, or with others in a potentially noisy environment. The employee is occasionally required to stand.

Please note that 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 this job. Duties, responsibilities, and activities may change at any time with or without notice.

Position…