Call Center Clinical Coordinator

The Call Center Coordinator will ensure the quality of services to clients, coordinate the day-to-day operations of the program, and recommend and implement changes that would improve the delivery of services. They will be expected to provide direct service counseling, ongoing counseling, prevention services, and education services to adults, families, and youth.

Essential Responsibilities:

• Assist manager with the administrative and clinical supervision of staff and volunteers: Evaluate staff and volunteer performance. Make recommendations of personnel actions to the manager. Provide direct client services as assigned by the manager.
• Direct the day-to-day operations of the program and be responsible for the scheduling of meetings.
• Provide quality assurance of the program's service delivery.
• Direct the overall productivity of the program and monitor individual staff and interns' performance to meet productivity standards.
• Recommend to the Manager changes that would improve service delivery. Develop, implement, and maintain at least one clearly defined program area.
• Assure regular supervision and review of staff performance.
• Comply with and assure compliance by staff with the agency's standard of care for service delivery. Assist with Quality Management, Quality Assurance, and Utilization Review as assigned by management.
• Ensure quality service delivery including clinical care and all associated documentation. Maintain all client records in accordance with agency policies and procedures. This includes appropriate phone documentation, intake documentation, endangerment triaging, treatment planning, referral triaging, risk planning, termination documentation, interagency reports, and follow-up documentation.
• Take an active role in ad hoc committees and work groups as assigned by the Manager or Director of Programs.
• Provide instruction and training for interns and staff.
• Adhere to the agency's policies and procedures and assure that staff is in compliance.
• Maintain professional conduct consistent with ethical professional practice and the policies and procedures of the agency.
• Provide comprehensive services to clients and coordinate communication with other departments in the agency to accomplish continuity of care.
• Provide and deliver at least 40 hours of work per week. Attend meetings and training outside of regularly scheduled work hours. Program Coordinators will be required to work beyond scheduled work hours to complete required paperwork or to complete crisis stabilization tasks. Evening and night hours may be required.

What you'll provide:

• Excellent oral and written communication skills.
• Clear and effective communication.
• Strong customer service.
• Strong problem-solving and analytical skills.
• Ability to document detailed information.
• Ability to multitask.
• Demonstrated ability to remain calm in crisis situations, work independently and cooperatively, recognize personal limitations, and relate positively and with empathy to all persons regardless of age, race, creed, gender, or sexual orientation.
• Maintain professional conduct consistent with ethical professional practice and the policies and procedures of the agency.
• Maintain a professional demeanor while working remotely (from home) and positive working relationships with internal and external team members, stakeholders, and community and business partners

Education and Experience:

• Master's Degree in Counseling, Social Work, or related field required.
• Minimum of 5 years of experience in the behavioral health field.
• Crisis Experience preferred.
• Supervisory experience preferred.
• Program Development preferred.

What you'll experience:

• The typical work environment will be at an EMPACT office, working indoors.
• Employees must be able to lift up to 25 pounds at times.

What you'll receive:

(Full-time employees)

• Generous PTO (15 days the first year)
• 10 paid holidays per year
• Medical plans (4 choices)
• Dental plans (2 choices)
• Vision plans (2 choices)
• 403(b) retirement plan
• Retirement Allowance
• Company-paid Life/AD&D and Long Term Disability
• Voluntary additional Life and Short-term Disability
• Tuition Reimbursement
• Elder Care Assistance
• Pet Insurance and much more!

EMPACT-SPC is licensed by the Arizona Department of Health Services and accredited by the American Association of Suicidology (AAS) and The Commission on Accreditation of Rehabilitation Facilities (CARF).

EMPACT-SPC/La Frontera Arizona provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

All employees of EMPACT-SPC and La Frontera Arizona are employees "at will" as that term is understood in the State of Arizona. This means that employment may be terminated at any time without prior notice and for no stated reason.

EMPACT-SPC/La Frontera Arizona reserves the right to modify position descriptions as needed and without notice. This is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.