Social Care Navigator Supervisor

FORTUNE SOCIETY INC•New York, NY

1h•$65,000 - $68,000

About The Position

The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities. The organization has evolved into one of the nation’s preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities. Fortune has grown steadily over the years to an agency with close to $90 million in annual budget with just under 600 staff. We anticipate that we will keep growing, both in size and depth of service. Fortune has a dual mission: both advocacy and service. The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society. The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program. Each service we provide is informed by the needs of the population we serve. Fortune currently serves approximately 14,000 people a year. Our program models are recognized, both nationally and internationally, for their quality and innovation. We have locations in Brooklyn, The Bronx, Manhattan, and Queens. Position Summary: The SCN Supervisor oversees and manages a team of Social Care Navigators and serves as the functional lead for Navigator support staff. Acting as the team’s subject matter expert, the SCN Supervisor resolves complex referral issues while providing guidance, continuous coaching, and feedback to team members. Additional responsibilities include assisting with new hire training, monitoring calls to ensure departmental quality standards are met, identifying areas for improvement, applying progressive discipline when necessary, serving as the liaison with the data/billing team, and scheduling staff based on departmental needs.

Requirements

A bachelor's degree is strongly preferred, preferably with coursework in community health and/or equivalent. Individuals with an associate's degree (Health/Human Services) or High School Diploma/GED plus significant experience in care navigation / coordination / intake capacity, specifically within the human services sector will be considered;
Minimum of 2 years' experience in a supervisory role.
Computer skills and ability to navigate analytic technology solutions for documentation, tracking, and review of data.
Strong leadership and management skills including the ability to set team priorities, identify and resolve issues constructively, assess staff performance, provide career mentoring and coaching.
High degree of self-organization and ability to work independently.
Attention to detail with the ability to analyze data and make informed decisions.
Excellent communication (listening, written, oral) skills and ability to communicate effectively in-person, via email and/or phone with clients and network partners.
Comfortability presenting to various audiences (e.g., community-based organizations, healthcare providers, community members) and succinctly communicate key messages.
Knowledge and experience working with vulnerable populations; possess cultural competency skills.
Enthusiasm for assisting New Yorkers of diverse backgrounds.

Nice To Haves

Bilingual or multilingual preferred.
Knowledge of motivational interviewing and/or other coaching techniques preferred.

Responsibilities

Directly supervise approximately 3-4 Navigators supporting the WholeYouNYC Social Care Network (SCN);
Develop and maintain an in-depth knowledge and understanding of the range of services available in the SCN and existing local social services infrastructure;
Act as a coordinated intake and social navigation subject matter expert, providing leadership, guidance and best practice techniques to CRN staff and network partners;
Identify appropriate locations/venues for the SCN team to conduct outreach to Medicaid populations residing in the SCN's region (Brooklyn, Manhattan, Queens) utilizing a standardized assessment tool to assess their health-related social needs;
Leverage social services experience to determine the most suitable resources and service providers for clients based on needs, eligibility and preferences;
Ensure the careful documentation of outreach, screening, and referrals in the SCN data and IT platform, following defined network policies and procedures;
Assess client eligibility for a range of services and refer to appropriate in-house and/or community-based social supports;
Provide limited screening and navigation support (est. 25-30% of time) on behalf of the SCN, as needed;
Follow up with clients to confirm that needs have been addressed and review team encounter notes daily to ensure best efforts and proper protocols are being used;
Assist with the development and/or revision of SCN service delivery workflows.
Coordinate and facilitate both new hire and ongoing training for Navigators (and other team members, as needed).
Coordinate Navigator team schedules and define team productivity targets and work priorities.
Monitor team productivity, identify training gaps and performance issues, and develop action plans to enhance team performance.
Provide both formal and informal performance review and feedback to supervised Navigators;
Coordinate and lead team meetings and 1:1s with supervised Navigators;
Lead and participate in network engagement meetings, staff/team meetings, mentoring meetings, planning meetings and others, as needed;
Perform other duties as necessary.