Program Administrator - 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 involves meeting federal and state regulatory guidelines, training and coaching staff, identifying trends and training needs, making decisions affecting safety, monitoring staff performance and documentation, ensuring teamwork and scheduling meet program expectations, providing case guidance, and maintaining professional and ethical standards. The position also coordinates referrals, service planning, and documentation, oversees professional development, and provides crisis intervention support.

Requirements

Graduate degree from an accredited program/university in social work, psychology, criminal justice, sociology, or related field of study.
At least five (5) years of progressive employment experience in the aforementioned fields that demonstrate supervisory and case management experience.
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 the ability to respond sensitively and competently to the service population’s cultural and socio-economic characteristics.
Demonstrate the ability to communicate effectively in writing and verbally in English.
Demonstrate the ability to work collaboratively with other staff members, service providers and professionals.
Demonstrate the ability to provide crisis intervention according to training provided by Compass Connections when needed to maintain a safe environment.
Demonstrate the ability to work in a fast-paced environment and maintain emotional control and professional composure at all times.
Demonstrate the ability to organize and prioritize responsibilities and duties efficiently.
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

Licensure in relevant field.
Experience in crisis response and hotline or victim services programs.
First aid, CPR, Emergency behavior intervention certifications.

Responsibilities

Meet all federal and state regulatory guidelines and standards applicable to this position to ensure team compliance, implementation of safety and services plans, and ongoing contact with the service population as required.
Train, monitor, and coach staff to ensure that assigned cases meet quality assurance measures including accurate assessment of contactors needs, development and implementation of safety and service plans, and ongoing contact with the service population as required.
Identify trends and training needs and develop trainings with program leadership.
Make decisions affecting the safety of the contactor and provide guidance to supervisees.
Monitor staff to ensure they engage each contactor in response, referral, and safety planning.
Monitor staff to ensure that safety plans meet proven standards for risk reduction and positive case outcomes.
Monitor staff records, files, forms, statistics, and information in the platforms and comply with agency, federal and state standards, and requirements.
Address performance challenges and ensure assigned personnel meet all deadlines and safety requirements for all cases assigned.
Ensure teamwork scheduling meets program expectations and protocol.
Provide supportive, accurate, and immediate case guidance for direct reports.
Ensure communication up and down the chain is immediate, including all safety concerns and required reporting.
Participate in scheduled meetings, in-service training and team decisions.
Work evenings, weekends and holidays as needed or requested by position supervisor.
Maintain Compass Connections professional and ethical standards of conduct outlined in Compass Connections employee handbook including demonstrating respect for agency staff, children, and community members and complying with required dress code at all times.
Coordinate referrals, service planning and documentation for the assigned service population.
Ensure all direct reports are trained and equipped to offer real-time, effective, accurate guidance to assigned call specialists for all calls to the program.
Provide immediate case staffing and crisis intervention support.
Monitor team documentation and reporting for efficiency and accuracy.
Oversee the continuous professional development of all direct and indirect reports.