Social Care Navigator Supervisor

Title: Social Care Navigation Supervisor Unit: Treatment ServicesReports to: Senior Director, Behavioral HealthStatus: Full-Time, Regular, ExemptSalary Range: $65,000 - $68,000Location: Long Island CityDays/Hours: Monday - Friday, generally 9 AM-5 PMOrganization Overview:The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities. The organization has evolved into one of the nation's preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities.Fortune has grown steadily over the years to an agency with close to $90 million in annual budget with just under 600 staff. We anticipate that we will keep growing, both in size and depth of service. Fortune has a dual mission: both advocacy and service. The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society. The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program. Each service we provide is informed by the needs of the population we serve. Fortune currently serves approximately 14,000 people a year. Our program models are recognized, both nationally and internationally, for their quality and innovation. We have locations in Brooklyn, The Bronx, Manhattan, and Queens.Position Summary:The SCN Supervisor oversees and manages a team of Social Care Navigators and serves as the functional lead for Navigator support staff. Acting as the team's subject matter expert, the SCN Supervisor resolves complex referral issues while providing guidance, continuous coaching, and feedback to team members. Additional responsibilities include assisting with new hire training, monitoring calls to ensure departmental quality standards are met, identifying areas for improvement, applying progressive discipline when necessary, serving as the liaison with the data/billing team, and scheduling staff based on departmental needs.Core Competencies:Mission and Fit: Embodies Fortune's mission and values and will be an effective member of the team in furthering both. The candidate should exhibit compassion and understanding for our participants (wherever they are in their re-entry process) and embrace Fortune's core value that none of us should be measured against the worst things we have done.Engagement & Productivity: This person shall demonstrate an ability to engage clients in treatment and encourage them to take ownership of their medical needs and adhere to appointments. The manager will ensure that all billable core services are in line with Public Health Solutions' (PHS) WholeYouNYC policies and at or above Fortune's standard of excellence.Time Management & Personal Organization: This person will demonstrate excellent time management skills including making, keeping and/or rescheduling appointments on their own personal calendar as well as navigation support appointments for clients on their caseload. The successful candidate will be excellent at maintaining personal organization in pursuing numerous tasks in parallel, managing his/her/their time to maximize efficiency, and will be good at completing paperwork accurately and in a timely manner. All of this requires good computer navigation skills as well as effective typing speed.Supervisory Skills: The successful candidate will possess strong interpersonal skills and communicate effectively. This person will be able to foster a positive work environment, providing constructive feedback where necessary, motivating staff, and supporting professional development. The successful candidate will be able to analyze problems to come up with effective solutions while remaining resilient in response to changing circumstances.Essential Duties and Responsibilities:Directly supervise approximately 3-4 Navigators supporting the WholeYouNYC Social Care Network (SCN);Develop and maintain an in-depth knowledge and understanding of the range of services available in the SCN and existing local social services infrastructure;Act as a coordinated intake and social navigation subject matter expert, providing leadership, guidance and best practice techniques to CRN staff and network partners;Identify appropriate locations/venues for the SCN team to conduct outreach to Medicaid populations residing in the SCN's region (Brooklyn, Manhattan, Queens) utilizing a standardized assessment tool to assess their health-related social needs;Leverage social services experience to determine the most suitable resources and service providers for clients based on needs, eligibility and preferences;Ensure the careful documentation of outreach, screening, and referrals in the SCN data and IT platform, following defined network policies and procedures;Assess client eligibility for a range of services and refer to appropriate in-house and/or community-based social supports;Provide limited screening and navigation support (est. 25-30% of time) on behalf of the SCN, as needed;Follow up with clients to confirm that needs have been addressed and review team encounter notes daily to ensure best efforts and proper protocols are being used;Assist with the development and/or revision of SCN service delivery workflows.Coordinate and facilitate both new hire and ongoing training for Navigators (and other team members, as needed).Coordinate Navigator team schedules and define team productivity targets and work priorities.Monitor team productivity, identify training gaps and performance issues, and develop action plans to enhance team performance.Provide both formal and informal performance review and feedback to supervised Navigators;Coordinate and lead team meetings and 1:1s with supervised Navigators;Lead and participate in network engagement meetings, staff/team meetings, mentoring meetings, planning meetings and others, as needed;Perform other duties as necessary.Qualifications:A bachelor's degree is strongly preferred, preferably with coursework in community health and/or equivalent. Individuals with an associate's degree (Health/Human Services) or High School Diploma/GED plus significant experience in care navigation / coordination / intake capacity, specifically within the human services sector will be considered;Minimum of 2 years' experience in a supervisory role.Bilingual or multilingual preferred.Computer skills and ability to navigate analytic technology solutions for documentation, tracking, and review of data.Strong leadership and management skills including the ability to set team priorities, identify and resolve issues constructively, assess staff performance, provide career mentoring and coaching.High degree of self-organization and ability to work independently.Attention to detail with the ability to analyze data and make informed decisions.Excellent communication (listening, written, oral) skills and ability to communicate effectively in-person, via email and/or phone with clients and network partners.Comfortability presenting to various audiences (e.g., community-based organizations, healthcare providers, community members) and succinctly communicate key messages.Knowledge and experience working with vulnerable populations; possess cultural competency skills.Enthusiasm for assisting New Yorkers of diverse backgrounds.Knowledge of motivational interviewing and/or other coaching techniques preferred.We seek talented, dedicated individuals from all walks of life who possess a strong commitment to this mission. Relevant personal experience is a plus.Physical Demands:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, training, licensing, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.