Client Experience Supervisor

Crisis Center Of Tampa Bay Tampa , FL 33602

Posted 6 months ago


POSITION DESCRIPTION - Client Experience Supervisor

Position Details

Job Status: Full Time, Non-Exempt

Reports to: Director of Clinical Services

Position Summary

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Client Experience Supervisor will focus on all aspects of customer satisfaction and care as well as the supervision of Client Experience Representatives. This position is a supervisory position and is responsible for ensuring a culture that fosters positive relationships with our clients.

Strategic/Transformational Duties and Responsibilities

  • The Client Experience Supervisor will be required to develop and implement client experience policies and procedures that promote a trauma informed response to clients that supports the functions of the Corbett Trauma Center.

  • Involves staff and other stakeholders in the performance quality improvement (PQI) process, and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

  • Supervise and train the Client Representatives

  • Establish and supervise excellent client response in the Corbett Trauma Center.

  • In collaboration with the Director of Clinical Services, set reasonable client satisfaction goals and work with the team to meet them on a consistent basis.

  • Improve the client experience by supporting a culture that engages clients and facilitates growth.

  • Manage client concerns and follow problems through to resolution.

  • Keep accurate records and ensure documentation is timely and within agency standards.

  • Ensure that information flows timely and securely to and from the agency as well as within the agency.

  • Manage the request of record from clients and outside agencies within the required timeframe.

  • Collect the necessary data to complete and submit weekly and monthly reports.

  • Communicate on a regular basis with service area staff and volunteers.

  • Have knowledge of and comply with the policies and procedures of the Agency.

  • Expected to meet all contracted deliverables.

  • Perform other duties as assigned by supervisor.

Supervisor Responsibilities

  • Directly supervises employees. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems. Acts as a change agent, and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

Required Competencies

  • Cooperation/Teamwork
  • Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
  • Engaging Communication
  • Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
  • Customer Service (Internal & External)
  • Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers long-term interests. Creates strategies to help the organization serve customers more effectively
  • Adaptability
  • Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast paced environment. Is reliable, dependable and results-oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
  • Problem Solving
  • Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
  • Judgment
  • Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
  • Valuing & Fostering Diversity
  • Demonstrates respect for individual differences and establishes a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
  • Self-Management
  • Takes responsibility for ones behavior and well-being; Works effectively under stress and adapts ones style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

  • Proven experience as a leader in maintaining positive client experience.

  • Excellent understanding of the policies and procedures of the Corbett Trauma Center.

  • Bachelors Degree preferred.

  • Supervisory experience preferred.

Knowledge, Skills and Abilities

  • Know and comply with the policies and procedures of the Agency.

  • Knowledge of crisis intervention and active listening skills.

  • Knowledge of community resources.

  • Knowledge of the method of data collection and report writing.

  • Knowledge of Windows based computer operating system and basic software programs. Proficient in MS Office (Excel, Access, Word etc.).

  • Ability to demonstrate commitment to the client experience.

  • Ability to evaluate the performance standards of staff in terms of Agency requirements and standards as it relates to Data Management.

  • Ability to communicate and collaborate effectively with others, including written and verbally.

  • Ability to work well under stress.

  • Ability to collect and evaluate data.

  • Possess an analytical mindset with the ability to problem solve and make decisions.

  • Ability to prepare correspondence and administrative reports.

  • Ability to determine work priorities, assign work, and ensure proper completion of work assignments.

  • Ability to train staff and volunteers.

  • Ability to establish and maintain effective working relationships with others.

  • Ability to work independently.

  • Complete Advocacy Core Training as required by FCASV or within the first six months of employment

Physical Demands/Working Conditions

Physical Requirement: The position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for long periods of time. Work is performed indoors.

Working Conditions: Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather. The noise level is quiet.

Travel: Minimal

Hours: M-F regular business hours. The Gateway is open 365 days a year 24-hours a day. Employee may be required to work some holidays, evenings, and/or weekends. Exempt employees are required to work during hurricanes and times of disasters.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances

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Client Experience Supervisor

Crisis Center Of Tampa Bay