Out Wayne Coordinated Entry Manager

WAYNE-METROPOLITAN COMMUNITY ACTION AGENCY•Romulus, MI

4d•$64,000 - $74,000•Onsite

About The Position

Responsible for the overall operation, coordination, and continuous enhancement of Wayne Metro’s Out Wayne Coordinated Entry, the agency’s single point of entry for clients seeking housing or shelter. Provide daily supervision to assigned staff, troubleshoot problems, resolve escalated client engagements, provide information, and coordinate referrals (internally and externally) to meet specific needs.

Requirements

Bachelor’s degree OR a minimum of five years of experience in a contact/referral center field OR a combination of education and contact/referral center experience that is similarly equivalent.
Skilled in adjusting to rapidly changing circumstances.
Ability to react calmly and effectively in emergency situations.
Solid knowledge of the principles and practices of effective customer service.
Demonstrated success in developing and managing people and processes in a customer service environment.
Working knowledge of intermediate internet applications and programs, including Google technology, Microsoft Office Word, Excel, and web-based platforms.
The ability to learn and utilize the necessary software programs for this position.
Ability to communicate effectively both orally and in written form.
Good interpersonal and professional skills, including but not limited to professional appearance, tact, punctuality, and dependability.
Ability to provide services for those persons facing economic, social, health, age, and educational barriers.
Ability to organize and plan work, adhering to priorities and deadlines.
Ability to work in a team environment.
Ability to achieve results despite the large workload and competing demands.
Proven ability to meet deadlines, manage multiple priorities, and achieve results in a fast-paced and demanding work environment.
Demonstrated ability to foster an environment of teamwork, customer satisfaction, communication, approachability, and empowerment.
Possess strong planning and organization skills with attention to detail.
Ability to use sound judgment and initiative to analyze and resolve problems.
Ability to adapt to different demands, negotiate stressful situations, and work independently with minimum of supervision.
Perform work in a manner that upholds Wayne Metro policies and procedures.
Ability to travel to various sites.
Valid identification and reliable transportation.

Responsibilities

Provide day-to-day supervision and direction to assigned staff, including but not limited to: establishing work methods and techniques; conferring with staff on their work and counseling staff on approaches to accomplishing work goals; evaluating staff performance and development needs; determining appropriate training or coaching; and resolving staff conflicts.
Determine and maintain appropriate staff scheduling based on call/client volume or other anticipated events.
Perform quality monitoring on inbound calls and client requests and follow up with staff to ensure Wayne Metro’s quality standards and Guiding Principles are being met.
Respond to escalated client inquiries in a professional manner.
Remain up-to-date on available services and continuously monitor and assess the adequacy of referral agencies in the provision of services.
Maintain accurate records compatible with Wayne Metro requirements for deriving statistics, meeting legal requirements, and compiling program reports as requested by program management.
Work through staff to maintain excellent service levels, monitor performance, and ensure established expectations are met.
Contribute to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes, and implementing appropriate solutions.
Ensure positive working relationships and effective communication and ensure staff are equipped with information critical to the success of their roles.
Train and support staff on agency policies, procedures, phone skills, customer service expectations, and available programs/services.
Coordinate with the HR department to recruit, interview, hire, and retain department staff.
Coordinate with agency directors and managers to resolve real-time programmatic questions and issues.
Maintain a positive attitude toward assigned work, clients, and staff, and demonstrate a willingness to work collaboratively with others.
Perform work in a professional manner that upholds Wayne Metro’s policies and procedures.
Other duties as assigned.