CRISIS CENTER OF TAMPA BAY
POSITION DESCRIPTION - Client Experience Supervisor
Job Status: Full Time, Non-Exempt
Reports to: Director of Clinical Services
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.
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.
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
Crisis Center Of Tampa Bay