Director of Client Services

Description

Title:  Director of Client Services

Department:  Next Step Resource and Recovery Center

Reports To: Associate Vice President, Next Step 

Location: 56 Bay Street, Staten Island, NY 10301

Position Status: Full Time

FLSA Status: Exempt

Pay Rate: $65,000-$75,000 annually, commensurate with qualifications;  excellent benefits package including generous paid time off benefits (4 weeks of vacation plus paid holidays, personal, sick time), employer provided basic life insurance and employee assistance programs, tuition reimbursement and fitness reimbursement after 1 year of employment, a retirement plan that includes employer matching, and more! 

Community Health Action of Staten Island (CHASI) drives dramatic improvements in the health of New Yorkers by feeding people who are hungry, healing families broken apart by violence, and bridging the gaps between people and the compassionate health care they deserve. CHASI serves the most vulnerable individuals, families, and communities with critical services and programs. CHASI provides outreach, education, prevention, and direct support services for populations most affected by health disparities – the poor and working poor, low-income people with chronic illnesses, persons with criminal justice involvement, substance users, domestic violence survivors, people of color, and the LGBTQ community.

POSITION SUMMARY:

The Director of Client Services manages the day-to-day operations of peer activation services in the Next Step Resource and Recovery Center, a 24/7 resource and recovery drop-in center.  The Center offers peer activation services through the Relay Program. This program employs Recovery Coach/Certified Peer Recovery Advocate-trained Peers to engage individuals facing substance and opioid use disorders during crises, assisting them in identifying goals for safety and stability. The Relay Program involves "activating" Peers to three emergency rooms in Staten Island following an opioid overdose.

In addition to managing the Relay Program, the Director of Client Services is responsible for overseeing the Connections to Care program, which serves individuals coming from carceral settings who misuse substances or have a substance use disorder (SUD).

The Director of Client Services directly supervises Senior Peer Mentors and Care Navigators. These individuals leverage their shared life experiences to engage others in informative and motivational discussions about the benefits, expectations, and next steps. The Center's services include structured recovery-focused engagement to prevent criminal prosecution for low-level arrests, medication-assisted treatment (MAT) services, group and individual counseling, syringe exchange (SEP), HIV prevention, and peer socialization.

The schedule for this position is Monday-Friday, 9 am-5 pm, with some weekends required for staff supervision and oversight.

DUTIES & RESPONSIBILITIES:

• Provide direction and oversight of the day-to-day operations of peer activation and care navigation services. 
• Ensure program performance meets requirements as defined in contract documents and CHASI policies and procedures.
• Manage program personnel, including collaborating with Human Resources and AVP on recruitment, orientation, ongoing supervision, evaluation, and corrective action, as needed.  
• Provide initial orientation and job training related to the roles and responsibilities of Senior Peer Mentors and Care Navigators. 
• Provide clinical and administrative 1:1 and group supervision to Senior Peer Mentors and Care Navigators. 
• Support ongoing professional development through the identification of individual and program-wide staff learning needs and the establishment of responsive training plans. 
• Monitor the staff’s client level interactions (timeliness, frequency, and appropriateness), and chart documentation to support meaningful engagement. 
• Manage a robust roster of individuals offered peer activation services. Roster to include contact data, linkage outcome, and engagement follow up.  
• Maintain program data in secure storage and ensure staff adherence to applicable confidentiality regulations and standards.
• Develop, manage, and monitor systems to support the timely dispatch of Senior Peer Mentors to emergency rooms within 30 minutes of activation request.
• Develop Senior Peer Mentor work schedules and ensure leave or vacancy coverage plans in collaboration with the Management Team.  
• Provide on-call supervisory coverage on a rotating basis and provides consultation to staff to address emergent or urgent is