Lead Advocate Contact Center

Compass Connections•San Antonio, TX

About The Position

It's a great feeling to work for a company that does so much good for others around the world! This role ensures the team meets federal and state regulatory guidelines, manages calls and caseloads in accordance with agency policies, and completes necessary documentation. The Lead Advocate reviews cases weekly, monitors team performance, assists contractors with complex situations, and participates in meetings and professional development activities. They are responsible for compiling and maintaining accurate records, reviewing client records, and implementing safety protocols. This position also involves contributing to needs assessments, communicating crises, maintaining confidentiality, and upholding professional and ethical standards.

Requirements

Pass a pre-employment drug screen and random drug screens throughout employment.
Provide proof of work eligibility status upon request.
Pass a pre-employment and biennial criminal background checks.
Demonstrate mastery of comprehensive safety, resiliency, and mental health assessment.
Demonstrate the ability to: Respond sensitively and competently to the service population’s cultural and socio- economic characteristics.
Demonstrate the ability to: Work collaboratively with other staff members, service providers and professionals.
Demonstrate the ability to: Work in a fast-paced environment and maintain emotional control and professional composure at all times.
Demonstrate the ability to: Maintain computer literacy required to meet the responsibilities of the position.
Demonstrate the ability to: Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team.
Demonstrate a working knowledge of all Compass Connections policies and procedures.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Integrated Case Management, First aid, CPR, Emergency behavior intervention certifications.
Graduate degree from accredited behavioral science program or university.

Responsibilities

Ensure team meets all federal and state regulatory guidelines and standards that are applicable to this position.
Ensure the unit manages calls & caseload in accordance with agency policies and procedures as well as licensing and contract standards.
Complete documentation and tracking for including Critical Incident Reports (CIR).
Review cases weekly with assigned team and ensure quality service provision.
Monitor team performance to achieve or exceed programmatic goals when possible and supportively correct performance deficiencies.
Assist contactors with complex situations.
Participate in scheduled meetings and team decisions led by program operations.
Participate in workshops, seminars, education programs and activities that promote professional growth and development.
Compile, prepare, submit, and maintain accurate records, files, forms, statistics, and additional information in accordance with agency policies, licensing and/or contract requirements. Also ensure team members reports submitted are in compliance.
Review and sign clients’ records according to agency policies, procedures, and applicable licensing and contract standards.
Implement Compass Connections safety protocols including evacuating with children and other staff in case of an emergency.
Contribute to needs assessments and recommendations to improve performance.
Communicate crisis and unmet needs immediately to the chain of command and ensure all reporting protocols are followed.
Maintain confidentiality in all areas of the service population and program operations.
Maintain Compass Connections professional and ethical standards of conduct outlined in Compass Connections employee handbook including demonstrating respect for agency staff, the service population, and community members and complying with required dress code at all times.
Ensure that the unit members properly manage calls, SMS, Chat from contactors and other parties completing service planning, referrals, and documentation accurately.
Pay close attention to client safety and adequate crisis intervention service delivery.
Communicates, assesses, and supports both staff and families effectively.
Identify training needs, and actively develop staff to improve program outcomes and meet professional goals.
Meet face to face with each team member to provide the required supervision and participate in the consultation sessions with direct supervisor.
Guide the team to build and maintain community relationships among stakeholders and participate in local task forces and working groups as assigned.
Meet all deadlines required by program leadership and federal partners.