Hybrid Social Work Supervisor

Job Overview:
We are seeking a highly motivated and experienced Triage Supervisor to join our team. As a Supervisor, you will be responsible for overseeing and managing daily operations, ensuring compliance with regulations, and providing leadership to the team. This is a full-time position in a fast-paced environment.

Duties:

• Set direction and priorities for the team to ensure task completion and performance goals are met.
• Keep a pulse on the daily activities in the contact center and proactively resolve issues to ensure metrics are met.
• Proactively identify roadblocks/gaps regarding schedules, process, resources and/or work instructions, system issues, employee concerns and follow through to resolution.
• Manage escalated calls to resolution.
• Meet/exceed all Metric’s, SLA’s, internal and external KPI’s.
• Review Triage Consultants scorecards daily, with immediate action taken on outliers.
• Weekly call listening and/or side by sides for each team member.
• Conduct 1x1s with Triage Consultants to review results- metrics, scorecards, root cause/5Y and coaching. Draw the Triage Consultant into the discussion to build a plan forward, together.
• Schedule Team huddles to promote employee engagement, share best practices and share overall trending and objectives.
• Validate payroll for process adherence and cross-referencing payroll systems for accuracy, minimally 2x’s per week.
• Follow documented performance management guidelines and initiate formal corrective action when necessary.
• Assist in the interview process of hiring Triage Consultants.
• Collaborate with other supervisors, managers, departments, etc.
• Conduct 1/4ly performance reviews for team members.
• Maintain strict adherence to participant and company confidentiality.
• The above statements are intended to describe the general nature and level of the work performed by the Supervisor. Based on business needs and leadership direction additional responsibilities may also be assigned.

Qualifications:
- Previous experience in a supervisory role is required
- Strong knowledge of sterile processing procedures and protocols
- Familiarity with behavioral health practices and protocols
- Experience in acute care or primary care settings is preferred
- Knowledge of HIPAA regulations and compliance requirements
- Proficiency in using Cerner or similar electronic health record systems
- Excellent communication and interpersonal skills
- Ability to multitask and prioritize tasks effectively
- Strong problem-solving skills

• Have 3 years of recent and relevant practical supervisory experience and a Master’s degree from an accredited graduate program in a mental health-related field such as social work, psychology, marriage/family therapy, or counseling.
• Hold a current, valid, unrestricted counseling license/certification from any of the 50 states, D.C., a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields.
• Have a minimum of 3 years of full-time counseling experience post-licensure; demonstrated current counseling competence; and preferably be a Certified Employee Assistance Professional (CEAP) having demonstrated counseling supervisory competence preceding their employment with the Military OneSource Program.
• Proven proficiency in Microsoft based tools
• Possess strong customer service skills, knowledge of contact center operations, and knowledge and understanding of the military lifestyle. (3 years’ experience)
• Flexibility to work any of the shift schedules to support the 24/7 Contact Center. It may be necessary, given the business need, to work occasional overtime.

This position does require that you have a dedicated workspace at home with no distractions and the ability to travel to the physical location.

If you meet the qualifications outlined above and are ready to take on a challenging leadership role, we encourage you to apply for the position Triage Supervisor. Please submit your resume highlighting your relevant experience. Only qualified candidates will be contacted for further consideration.

Job Types: Full-time, Contract

Pay: $36.50 - $39.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Day shift

Education:

• Master's (Required)

Experience:

• supervisory: 3 years (Required)
• call center: 2 years (Required)

License/Certification:

• Licensed Certified Social Worker (Required)

Ability to Commute:

• Washington, DC 20001 (Required)

Ability to Relocate:

• Washington, DC 20001: Relocate before starting work (Required)

Work Location: Hybrid remote in Washington, DC 20001

Salary : $37 - $39