211 Community Referral Manager

Background check required

General Information

Position Title

211 Community Referral Manager

Location:

Main Office

Date

July 22, 2024

Reporting Relationship(s)

Position reports to Position reports to Crisis Services Assistant Director

Hours

35 hours/week 11:00 am - 6:00 pm

FLSA Classification

Exempt position

Salary range - $60,000 - $65,000

General Summary

The Community Referral Manager oversees and supports the coordination, planning, implementation, and outcome monitoring of 211 programs and ensures adherence to evidence-based practices and programming in accordance with funding standards and Inform USA guidelines. This position ensures the accuracy and completeness of the health, human, and social services databases for Contact's 211 and 988 coverage area. health. The Community Referral Manager will provide supervision to numerous direct reports.

Duties And Responsibilities

• Collaborate with Crisis Services leadership and program managers to ensure effective and efficient oversight, service delivery, and strong collaborations between 211, 988, and other crisis and community lines.
• Oversee the maintenance and updating of the health, human, and social services databases, used by counselors on 211, 988 and diversion lines to connect NYS residents to appropriate resources.
  
  

Ensure operations for emergency shelter placements are compliant with DSS policies and procedures.

• Work with leadership team to expand 211 text and follow-up program.
• Assist with recruiting, screening, hiring, and training qualified staff.
• Meet regularly with community and state partners, as scheduled, and provide timely updates to staff and management.
• Collaborate with Data Coordinator to compile program statistics and provide reports to partners.
• Provide supervision to program coordinators including QA and monthly supervision meetings.
• Develop new hire staff training curriculum and continuing education programs with the support of the Crisis Services Educators, as needed.
• Continually monitor 211 program performance to ensure the program is meeting goals, and problem-solve as appropriate to ensure the success of the program.
• Address concerns of associated partners as they arise.
• Participate in on-call coverage rotation and adhere to all.
• Perform additional responsibilities as they develop and are assigned.
• Establish and maintain quality and compliance measures to ensure adherence to organizational standards and regulatory requirements.
  
  

Education Requirements

B.A. in Mental Health/Human Services field, or related field of study, required; Master's preferred.

Previous Experience Requirement

Demonstrated experience and ability to plan for a growing program; experience linking people with needed community resources; experience supervising, mentoring and training others.

Knowledge and Skills Needed to Perform Effectively in this Position

Skills

A successful Community Referral Manager knows the importance of empathy, advocacy, cultural competency, and connection, is a compassionate listener with crisis management and critical thinking skills and has a desire to help those in need. Additionally:

• Strong empathy, active listening, communication, teamwork, approachability, and interpersonal skills
• Strong clinical skills, especially in crisis de-escalation and suicide safety assessment and planning
• Strong documentation skills
• Ability to adapt quickly to varied protocol/requirements of each incoming/outgoing line
• Function autonomously and demonstrate effective time management
• Demonstrate integrity and exercise good judgment and decision-making skills, particularly in a crisis situation
• Strong functional and technical skills in a web-based computer environment, including database navigation and multi-line phone system
• Effectively multi-task and use an internal messaging system during calls and throughout shift
  
  

Additional Requirements

• Must maintain AAS Crisis Worker, Inform USA Community Resource Specialist, and Inform USA Community Resource Specialist- Database Curator certifications
• A sense of responsibility and commitment to Contact Community Services and its mission
• Professionally represent the agency at partner and community meetings or events
• High energy, patience, and controlling one's emotions, as well as the ability to think analytically in a high-stress environment
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Understanding of personal wellness
  
  

Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).

This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities