Clinical Officer of Contact Center Services

Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be.

The Clinical Officer of Contact Center Services exemplifies requisite knowledge, attitudes, and skills to perform at a minimum accepted standard level of service on behalf of the agency. The Clinical Officer of Contact Center Services provides clinical and supervisory support and management including supervising the Data Resource Manager and Resource Coordinators. Monitors and assists with telephone/chat information, referrals, crisis counseling as well as suicide intervention to clients upon completion of a thorough assessment and identification of most pressing needs. The Clinical Officer of Contact Center Services will also work with Contact Center managers in achieving other short term/long term goals.

Essential DUTIES AND Responsibilities:

Responsibilities include the following, and other duties may be assigned:

• Provides clinical supervision and oversight of those staff who require clinical supervision within best practice standards

• Supervises Resource Coordinators, volunteers and other staff members including planning and facilitation of regular team meetings, one on one staff support, supervision meetings and training

• Provides oversight and monitoring of operations in conjunction with the managers of the contact center

• Prioritizes, sets clear time limits, and terminates properly calls from active/ difficult callers as needed
• Consistently adheres to assigned schedule and demonstrates flexibility in regards to contact center coverage needs. Schedule may need to change including overnight and morning shifts when back-up coverage is needed.
• Facilitates and/or participates in trainings, seminars, workshops and in-services related to program and professional development.
• Maintains an effective working relationship with colleagues through the use of appropriate interpersonal and communication skills
• Adheres to confidentiality policies and procedures as well as HIPAA regulations
• Coordinates and oversee assigned tasks by the Director
• Collaborates with Managers on special projects, as assigned
• Report any issues of non-compliance of protocols to Director
• Assists with hiring, recruiting and onboarding of new staff
• Serves as a member of the Miami Disaster Relief Team
• Provides appropriate information and referrals to social service agencies for callers contacting the Helpline as needed
• Provides outstanding customer service to callers and ensures data is accurately entered into the client database in a timely manner
• Provides telephone and chat crisis counseling as well as suicide intervention services to clients experiencing crisis situations as needed
• Works with staff when scheduling gaps arise to ensure coverage is always available on all platforms

• Follows up with potential volunteers and works with managers for additional recruitment as needed
• Creates and submits reports as needed
• Conduct performance evaluations for direct reports

• Work in collaboration with the Training Manager and management staff to identify training needs for contact center staff

SUPERVISORY: