Client Access and Engagement Supervisor

Client Access and Engagement Supervisor

Full Time| Days | Onsite

Pay begins at $58, 917.00
*Eligible for Bilingual Pay Differential ($3,120/year)

All Faiths Children’s Advocacy Center (AFCAC) is currently seeking a Client Access and Engagement Supervisor to join our team and help children and families thrive! AFCAC is the only Children’s Advocacy Center in Albuquerque, working as trusted advocates for children and families affected by trauma.

The ideal candidate will share Our Mission: We are the trusted advocates for children and families affected by trauma.

As we look ahead to 2024, we are on a transformative journey. Our center is taking immense pride in integrating the Certified Community Behavioral Health Clinic (CCBHC) model. This transition underscores our commitment to pioneering care within our community.

The CCBHC model extends beyond a framework—it embodies opportunity. It propels centers like ours to expand our care, identify and cater to individuals who frequently go unnoticed. Through innovative, evidence-based therapy and community partnerships, our mission is not only to bridge service gaps but to challenge and reduce health disparities.

By joining our team during this pivotal moment, you will:

• Be at the heart of a community-centric approach to mental health.
• Engage in evidence-based interventions, advocating for holistic care and collaboration.
• Play a crucial role in a team that is dedicated to reshaping care and ensuring a lasting, positive imprint on our community’s well-being.

Are you ready to be part of a transformative movement?

Required:

• Bachelor’s Degree in any human services field (or allied subject) and 2 years relevant work experience.

Preferred:

• Managed care experience preferred.
• Prior supervisory experience preferred.

What will I do as the Client Access and Engagement Supervisor with All Faith’s?

1. Oversees intake processes and flow of client access and engagement to services including the triage and assessment of clients through face-to-face and telehealth modalities within the required timeframes.

2. Provides day-to-day support and leadership to Access and Engagement Specialists and provides program support as necessary.

3. Provides support and management for individuals in crisis, including those displaying challenging behaviors, with responsibilities that may include administering Naloxone as needed..

4. Provides guidance and support to the Client Navigation and Access and Engagement teams during and after aforementioned teams are involved in critical and non-critical incidents, including participation in any debriefs that may be held.

5. Supports and manages clients' pathways to services within All Faiths, as well as to other community providers.

6. Maintains communication and collaboration with the Director of Client Access and Engagement, as well as other Program Supervisors, Directors, Executive Directors, and members of the Leadership team.

7. Trains Access and Engagement Specialists on the intake process and administering of screening and assessment tools, and oversees consistency of client care and engagement.

8. Ensures assigned evaluation and reporting requirements are met in a timely and consistent manner.

9. Manages and oversees the throughput and tracking of incoming and outgoing client referrals to services within All Faiths and to/from community providers.

10. Oversees waitlists and develops and manages strategies to ensure optimal service efficiency.

11. Oversees and participates in conducting a range of screening tools which includes Social Determinants of Health (WellRx), Suicide Risk (CSSR-S), Alcohol Use Disorders Identification Test - Consumption (AUDIT-C), Patient Health Questionnaire (PHQ-9), ensuring that these are entered into client’s EHR files in an accurate and timely fashion.

12. Ensures completion of the National Outcomes Measures (NOMs) tool for identified clients at the time of client intake and that NOMs are completed every 6 months and at the time of discharge for identified clients.

13. Ensures the Access and Engagement team complete the full range of screening and assessment tools at the required stage and frequency as prescribed by agency policies and protocols.

14. Ensures the Access and Engagement team are supported to understand and work within relevant professional ethics and agency policies and procedures.

15. Ensures a strong working knowledge of all agency policies and procedures and allied operating procedures including Release of Information (ROI), confidentiality, and mandated reporting.

16. Contributes to the development, documentation, and implementation of plans that provide appropriate resources to ensure clients can address their social, physical, mental, emotional, spiritual, cultural, and other needs.

17. Advocates for clients' care needs by identifying and addressing gaps in care.

18. Monitors and management clients’ ongoing access and engagement in services.

19. Provides and documents individual supervision to Access and Engagement Specialists on a weekly basis which will include individual staff needs, client intake and engagement processes, individual/systemic barriers to access, community collaborations, and other pertinent information regarding role and responsibilities.

20. Assists in developing procedures for client access and engagement services which includes staff data entry and management.

21. Assists and participates in recruiting, interviewing, onboarding, and training new Access and Engagement Specialists.

22. Provides coaching and performance management to Access and Engagement Specialists as needed.

23. Attends and participate in agency supervisor meetings and trainings as required.

24. Participates in Intake/Assessment department meetings as necessary.

25. Facilitates regularly scheduled group supervision with the Access and Engagement Specialist team.

26. Maintains and updates the Access and Engagement Specialist program manual.

27. Supports the agency’s Diversity, Equity and Inclusion (dEi) initiative.

28. Other functions and tasks as assigned.

What makes All Faith’s unique?

At All Faith’s Children’s Advocacy Center, we work in a variety of mediums for the treatment of families, children and their caregivers who are struggling due to issues of divorce, homelessness, child abuse/neglect, family violence or other crises.

The Children’s Safehouse provides age-appropriate, legally defensible forensic interviews for children 2-18 years of age and developmentally disabled adults who have been the alleged victim of sexual or physical abuse, or who have witnessed a violent crime. Family advocates work closely with the alleged victim’s guardian to ensure that they are provided resources and follow-up care, such as medical attention, and therapy.

All Faiths Adoption Services works to help children find permanent, loving, and safe homes within a family. We work with birth families to provide comprehensive pregnancy options counseling and with prospective adoptive families for adoptions within New Mexico and between states.

The New Mexico FIESTA Project focuses on creating a support system for adoptive families through networking events, trainings, and connections to resources.

The Home Study Program contracts with the New Mexico Children, Youth & Families Department (CYFD) to provide detailed assessments and recommendations for licensure for both prospective foster families and CYFD adoptive families throughout the state of New Mexico.

Knowledge, Skills, and Abilities preferred to perform:

1. Experience in client support, care coordination, or case management.

2. Experience in supporting and/or supervising client-facing teams.

3. Computer literacy with working knowledge of a variety of software applications including Microsoft programs such as Word, Excel, and Power Point .

4. Exceptional organizational skills.

5. Experience in analyzing trends based on data.

6. Competence (or ability to learn) in a variety of service delivery areas including:

• a. Methods of engagement.
• b. Methods of crisis prevention and intervention.
• c. Knowledge of public assistance programs, eligibility requirements, and benefits.
• d. Naloxone Training.
• e. CPR Training.
• f. Use of community resources and knowledge of referral coordination to community & private/public resources.

7. Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.

8. Very strong interpersonal skills and the ability to quickly build relationships with stakeholders, including staff, clients, board members, external partners, and donors.

9. Strong written and verbal communication skills.

10. Demonstrated proactive approaches to problem-solving with strong decision-making capability.

11. Emotional maturity and resilience.

12. Highly resourceful team player, with the ability to also be extremely effective independently.

13. Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.

14. Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment.

15. Must have a valid driver's license, clean driving record, and be able to travel locally.

16. Bilingual (Spanish/English) preferred.

All Faith’s Children’s Advocacy Center cares for our Staff by offering many competitive and generous benefits and perks including:

• Health, Dental, Vision, Life Insurance
• Flexible Spending (FSA)
• 401(k) retirement plan with employer matched savings
• Employee Assistance Program (EAP)
• PTO, 10 Paid Holidays and 2 Paid Wellness Holidays
• Opportunity to make a positive impact on individuals & the community.

All Faiths Children’s Advocacy Center (AFCAC) is committed to providing an equal opportunity in our employment practices to all qualified applicants and employees, without regard to race, age, national origin, color, religion, gender identity or expression, sex, sexual orientation, pregnancy, ancestry, familial status, citizenship, national origin, physical/mental disability (or perceived disability), serious medical condition, genetic information, veteran status, or any other status protected by law in accordance with applicable state and federal law. All Faiths Children’s Advocacy Center (AFCAC) conforms to the spirit as to the letter of all applicable laws and regulations.

Learn more about us at: www.allfaiths.org

Job Type: Full-time

Pay: From $58,917.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Education:

• Bachelor's (Required)

Experience:

• human services: 2 years (Required)
• supervisory: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person

Salary : $3,120 - $58,917