Compass Connections
Program Administrator - Contact Center
Compass Connections, San Antonio, Texas, United States, 78208
Join to apply for the
Program Administrator - Contact Center
role at
Compass Connections .
It’s a great feeling to work for a company that does so much good for others around the world!
Academic Requirements
Graduate degree from an accredited program/university in social work, psychology, criminal justice, sociology, or related field – preferred licensure in relevant field.
Certifications
First aid, CPR, Emergency behavior intervention.
Work Experience
At least five (5) years of progressive employment experience in the aforementioned fields that demonstrate supervisory and case management experience.
Preferred: experience in crisis response and hotline or victim services programs.
Critical Action Items & Measurable Deliverables
Meet all federal and state regulatory guidelines and standards applicable to this position to ensure compliance with safety and services plans and ongoing contact with the service population.
Train, monitor, and coach staff to ensure that assigned cases meet quality assurance measures including accurate assessment of client needs, development and implementation of safety and service plans, and ongoing contact with the service population.
Identify trends and training needs and develop trainings with program leadership.
Make decisions affecting the safety of the client and provide guidance to supervisees.
Monitor staff to ensure they engage each client in response, referral, and safety planning.
Ensure safety plans meet proven standards for risk reduction and positive case outcomes.
Monitor staff records, files, forms, statistics, and information in the platforms and comply with agency, federal and state standards and requirements.
Address performance challenges and ensure assigned personnel meet all deadlines and safety requirements for all cases assigned.
Ensure teamwork scheduling meets program expectations and protocol.
Provide supportive, accurate, and immediate case guidance for direct reports.
Ensure communication up and down the chain is immediate, including all safety concerns and required reporting.
Participate in scheduled meetings, in‑service training and team decisions.
Work evenings, weekends and holidays as needed or requested by position supervisor.
Maintain Compass Connections professional and ethical standards of conduct, including demonstrating respect for agency staff, children, and community members and complying with required dress code at all times.
Other Responsibilities
Coordinate referrals, service planning and documentation for the assigned service population.
Ensure all direct reports are trained and equipped to offer real‑time, effective, accurate guidance to assigned call specialists for all calls to the program.
Provide immediate case staffing and crisis intervention support.
Monitor team documentation and reporting for efficiency and accuracy.
Oversee continuous professional development of all direct and indirect reports.
Requirements
Pass a pre‑employment drug screen and random drug screens throughout employment.
Provide proof of work eligibility status upon request.
Pass a pre‑employment and biennial criminal background checks.
Demonstrate the ability to: respond sensitively and competently to the service population’s cultural and socio‑economic characteristics; communicate effectively in writing and verbally in English; work collaboratively with other staff members, service providers and professionals; provide crisis intervention according to training provided by Compass Connections when needed to maintain a safe environment; work in a fast‑paced environment and maintain emotional control and professional composure at all times; organize and prioritize responsibilities and duties efficiently; maintain computer literacy required to meet the responsibilities of the position; work effectively and without intensive supervision both independently and as a member of a multidisciplinary team; demonstrate a working knowledge of all Compass Connections policies and procedures.
Compass Connections is committed to following immunization recommendations produced by the U.S. Centers for Disease Control (CDC). As such, our company policy requires that all employees must receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation. This is a condition of employment, and all new hires will be responsible for providing proof.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Other. Industries: Hospitals and Health Care, Non‑profit Organizations, and Education Administration Programs.
EEO Statement In accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA)), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.
If you like to work with people that believe they can make a difference in the world, this is the company for you!
#J-18808-Ljbffr
Program Administrator - Contact Center
role at
Compass Connections .
It’s a great feeling to work for a company that does so much good for others around the world!
Academic Requirements
Graduate degree from an accredited program/university in social work, psychology, criminal justice, sociology, or related field – preferred licensure in relevant field.
Certifications
First aid, CPR, Emergency behavior intervention.
Work Experience
At least five (5) years of progressive employment experience in the aforementioned fields that demonstrate supervisory and case management experience.
Preferred: experience in crisis response and hotline or victim services programs.
Critical Action Items & Measurable Deliverables
Meet all federal and state regulatory guidelines and standards applicable to this position to ensure compliance with safety and services plans and ongoing contact with the service population.
Train, monitor, and coach staff to ensure that assigned cases meet quality assurance measures including accurate assessment of client needs, development and implementation of safety and service plans, and ongoing contact with the service population.
Identify trends and training needs and develop trainings with program leadership.
Make decisions affecting the safety of the client and provide guidance to supervisees.
Monitor staff to ensure they engage each client in response, referral, and safety planning.
Ensure safety plans meet proven standards for risk reduction and positive case outcomes.
Monitor staff records, files, forms, statistics, and information in the platforms and comply with agency, federal and state standards and requirements.
Address performance challenges and ensure assigned personnel meet all deadlines and safety requirements for all cases assigned.
Ensure teamwork scheduling meets program expectations and protocol.
Provide supportive, accurate, and immediate case guidance for direct reports.
Ensure communication up and down the chain is immediate, including all safety concerns and required reporting.
Participate in scheduled meetings, in‑service training and team decisions.
Work evenings, weekends and holidays as needed or requested by position supervisor.
Maintain Compass Connections professional and ethical standards of conduct, including demonstrating respect for agency staff, children, and community members and complying with required dress code at all times.
Other Responsibilities
Coordinate referrals, service planning and documentation for the assigned service population.
Ensure all direct reports are trained and equipped to offer real‑time, effective, accurate guidance to assigned call specialists for all calls to the program.
Provide immediate case staffing and crisis intervention support.
Monitor team documentation and reporting for efficiency and accuracy.
Oversee continuous professional development of all direct and indirect reports.
Requirements
Pass a pre‑employment drug screen and random drug screens throughout employment.
Provide proof of work eligibility status upon request.
Pass a pre‑employment and biennial criminal background checks.
Demonstrate the ability to: respond sensitively and competently to the service population’s cultural and socio‑economic characteristics; communicate effectively in writing and verbally in English; work collaboratively with other staff members, service providers and professionals; provide crisis intervention according to training provided by Compass Connections when needed to maintain a safe environment; work in a fast‑paced environment and maintain emotional control and professional composure at all times; organize and prioritize responsibilities and duties efficiently; maintain computer literacy required to meet the responsibilities of the position; work effectively and without intensive supervision both independently and as a member of a multidisciplinary team; demonstrate a working knowledge of all Compass Connections policies and procedures.
Compass Connections is committed to following immunization recommendations produced by the U.S. Centers for Disease Control (CDC). As such, our company policy requires that all employees must receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation. This is a condition of employment, and all new hires will be responsible for providing proof.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Other. Industries: Hospitals and Health Care, Non‑profit Organizations, and Education Administration Programs.
EEO Statement In accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA)), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.
If you like to work with people that believe they can make a difference in the world, this is the company for you!
#J-18808-Ljbffr