Supervisor, Access

Purpose

The Access Supervisor manages the day-to-day operations of the Access department, the agency's centralized intake and information and referral team. The position includes supervision of staff, and ensures that each inquiry is assessed accurately, linked to the right service, and followed up in a timely way. The Supervisor also builds and maintains working relationships with internal and external stakeholders.

Responsibilities

 Management Responsibilities

• Supervises and evaluates performance of Access team members, including their phone assessment and customer service skills.
• Provides regular individual and group supervision, coaching, and training to Access team members.
• Makes employment decision recommendations for Access team members, including but not limited to hiring and terminations.
• Directs daily Access operations: coverage, workflow, call, email, and walk-in response, and handling of urgent or complex inquiries.
• Provides clinical oversight of intake and assessment practice, including consultation on complex or escalated cases.
• Maintains a current understanding of all agency programs and community resources so inquiries are linked to the right services.
• Monitors follow-up and team performance using intake and referral data; escalates trends, barriers, and policy or system issues to agency leadership.
• Contributes to refining Access policies, screening and documentation standards, and provides input on data, reporting, and system needs as Access evolves.
• Supports rollout of new or revised workflows, tools, and partner processes, including training and coaching staff through change.
• Serves as the day-to-day contact for partner agencies on referrals and handoffs and participates in cross-agency workgroups.
• Works with program directors and supervisors to ensure all inquiries are followed up on.
• May provide field instruction to interns.

Direct Service Responsibilities

• Handles calls and inquiries alongside Access team members.
• Creates a warm, welcoming experience for all callers and accurately assesses callers' needs.
• Responds to all inquiries, providing appropriate referrals or linkages, and seeking consultation as indicated.
• Performs documentation and record keeping.
• Represents JCFS and its programs in a positive, professional manner to both internal and external contacts.
• Performs other duties as assigned.

Traits and Competencies

• Self-reflective; actively appraises own responses and reactions.
• Flexible; able to pivot and adjust as unplanned requests and priorities arise
• Able to take varied perspectives and think critically.
• Strong organizational and time management skills.
• Managerial acumen, including the ability to supervise a multidisciplinary team.
• Sound independent judgment and decision making in a variety of situations.
• Collaborative; builds strong relationships with staff, partner agencies, and community organizations.
• Comfortable with data and case management or CRM systems; applies shared standards consistently.
• Effective verbal and written communication skills.
• Excellent customer service skills.
• Commitment to equitable, culturally responsive service.

Decision Making Authority

• Uses independent judgment and a high level of discretion in determining how work gets done within the scope of the position. Anticipates and develops solutions to complex problems.

Requirements

• Master’s Degree in Social Work or related
• Licensed Clinical Social Worker (LCSW) or Licensed Clinical Professional Counselor (LCPC) licensure required.
• Minimum two (2) years of direct clinical
• Prior supervisory experience required; at least two (2) years of experience preferred.
• Prior administrative experience required; at least two (2) years of experience preferred.
• Experience with partner agencies, multi-agency collaboration, or process improvement preferred.

We embrace diversity.  Our commitment to inclusivity is woven throughout our services, programs and welcoming workplace.  Clients, employees, volunteers and community partners have a right to be treated fairly and with dignity and respect, free of all discrimination and harassment including that which is based on race, culture, religion, disability, age, marital status, sexual orientation, gender identity or expression, national origin, and any other classification protected by law.