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:                               

This position will supervise the Resource Coordinators and volunteers who provide direct support to callers and chat line.

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

ABOUT: Jewish Community Services of South Florida (JCS) is the foremost non-profit, human services agency whose mission is to improve the quality of life and self-sufficiency of the Jewish and broader communities throughout South Florida in accordance with Jewish values. Founded in 1920, JCS delivers exemplary social services through compassionate and comprehensive programs that help people stay healthy and productive.

JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

JCS strictly enforces a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug-free workplace.

All of Senior Management and Managers are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, managers and supervisors help set the standard for involvement and demonstrate our commitment to these meaningful traditions.

MINIMUM Qualifications:

• Master’s degree in Psychology, Social Work, or related Human Services field, required. Equivalent experience and demonstrated skill in social services may be considered
• LCSW, LMFT or LMHC licensure, or comparable license from another state. A period of 18 months will be afforded to applicants to secure a Florida license
• Certified Information and Referral Specialist is preferred, and Crisis Worker Certification is preferred
• Minimum of 2 years of experience in a contact center or related setting is preferred
• Minimum of 2 years of experience in a supervisory role is required
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Strong written communication skills and the ability to write clearly and informatively
• Excellent oral communication skills and the ability to speak clearly and effectively to employees and external clients
• Ability to prepare and analyze reports to make necessary recommendations.
• Skilled in the use of personal computers and related software applications to include Microsoft Office, email and intranet
• Bilingual (English/Spanish) or (English/Creole), preferred