Client Services Supervisor

Job Summary:

The Supervisor, Client Services is responsible for supervision of the client service specialists, client advocates and client intake staff, addressing client/family concerns, and making appropriate referrals for all other client services needed. In addition, this position is responsible for assisting the Manager Client Services and CFO with the execution of daily operations, special projects, periodic reporting, and quality control.

Major Responsibilities: 

1. Provide orientation, supervision, training, and assistance to call center functions, client advocates and the client intake team.
2. Coordinate reporting utilizing internal data management system (AIMS) and monitor call center changes in AIMS and eCIRTS for client data accuracy compliance, and referrals.
3. Oversee the route sheets and warehouse reports for the next business day daily.
4. Auto record HDMs and daily client/route report as needed.
5. Maintain a schedule of appointments and office time according to the master schedule.
6. Annually perform client satisfaction surveys and a January file purge.
7. Perform quality control on intake assessments and call center operations (both AIMS and eCIRTS).
8. Assist as backup support for client services team.
9. Communicate with clients and their families when necessary.
10. Issue staff reviews and performance counseling, as required. Coordinate and document staff training.
11. Maintain, and implement the Operations Manual and Process Map the call center and intake team areas of responsibility.
12. Supervise all Client Services staff, including Client Advocates.
13. May perform other duties as required by workload and supervisor.

Minimum Requirements

1. Bachelor’s Degree, preferably in Human Services/Health or like degree; or equivalent work experience in case management.
2. Minimum of 4-years’ experience in related field (i.e., Case Management, Client Services, Quality Control, Data Integrity).
3. Ability to obtain CAT certification.
4. Excellent oral and written communication and teamwork skills; ability to interact well with colleagues, supervisors, management, volunteers, and clients, alike.
5. Ability to work independently and interact well with seniors and others with disabilities while gathering confidential information with discretion and compassion.
6. Interest in programs designed to assist Older Americans.
7. Extraordinary attention to detail.

Special Skills, Tools, Technology Requirements

1. Ability to work independently, prioritize workflow and meet deadlines.
2. Proficiency in computer skills (i.e.: Microsoft Office Suite and Data Management Programs.)
3. Excellent telephone and interpersonal skills.
4. Must be able to bend, lift, carry, push, and pull 25 lbs. or 50 lbs. with assistance.
5. Ability to sit for long periods with extended work at a video display terminal.
6. Bi-lingual language skills a “Plus”
7. Confidentiality due to the nature of the position

Classification: Non-Exempt / 40 hours M-F, Onsite

Compensation: $20 per hour

Job Reports To: Chief Financial Officer

Next Level: President & CEO

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Meals on Wheels Plus of Manatee is an equal opportunity employer. Meals on Wheels Plus is a “Drug Free" workplace. Drug testing is mandatory, with a required “negative" result for all federally recognized drugs, including medically prescribed cannabis.

All applicants considered for this position are subject to a Level II background check and must be authorized to work in the United States. References are required. Meals on Wheels PLUS of Manatee, Inc. (“MOWP”) is an equal opportunity employer. In accordance with anti-discrimination laws, it is the purpose of this policy to effectuate these principles and mandates. MOWP prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.