The Job/What You'll Do:

Responsible for daily operations and performance of the Veteran Care Navigators that coordinate statewide suicide programs for the military and veteran population, including engagement with program partners and intensive follow-up and insight to callers. Actively monitors systems, data, reports, technology, and employee feedback. Strong ability to maintain key performance indicators per industry standards, the contractual scope of work, and/or regulatory entities. Ensures staff adherence to procedures and knowledge base documents to increase efficiency and effectiveness of each line of business.

Responsibilities:

• Oversee the provision of phone-based high-quality contact center services. This involves identifying the callers' needs, developing a plan, and following up with callers and community partners to promote successful outcomes.
• Respond quickly and effectively with a resolution to issues escalated by Veteran Care Navigators.
• Monitors the caseloads of the Veteran Care Navigators to ensure the most relevant referrals are made.
• Participates in weekly case review process with the Veteran Care Navigators.
• Supervises the documentation practices of the Veteran Care Navigators.
• Actively monitor the agent status system to help manage the work activity of the support line agents, including incoming and outbound contacts, queues, delay times, and the status of agents to accept new contacts promptly.
• Responsible for daily scheduling and staffing, including filling shifts, managing floor coverage (lunches/breaks), traffic control, and overtime; ensures staffing is effective, meets contractual requirements, and operates with fiscal responsibility.
• Assists Program Manager in ensuring equitable workload for Veteran Care Navigators
• Assists Program Manager by overseeing the call operations of the Care Navigators.
• Document unmet needs to assist in identifying gaps in services that can be addressed through data reporting.
• Identifies and escalates identified personnel, system, and partner issues to Program Manager.
• Documents calls and interactions prior to the end of their scheduled shift in designated EHR systems.
• Uploads and maintains relevant client demographic data such as name, DOB, zip code, proof of military status etc. into secure database.
• Always utilize recognized professional & agency standards. Maintain professionalism in working with sensitive client information.
• Interview, hire, onboard, and train new direct reports; provide ongoing training as required.
• Set employee goals and objectives; monitor performance through call and documentation reviews; provide coaching and complete performance evaluations.
• Assists in coordinating transportation related services and other basic needs for veterans and their families.
• Conducts SDOH assessments and basic behavioral health screening assessments.
• Conduct 1:1 meetings with staff.
• Other duties as assigned

Knowledge, Skills, Abilities:

• Critical thinking skills and effective decision-making within the context of the organization's culture.
• Uses appropriate methods and a flexible interpersonal style to coach others.
• Provides timely guidance and feedback.
• Results in task accomplishment.
• Demonstrates clear/concise/logical verbal and written business communication for the execution of vision and strategic initiatives.
• Plans effectively.
• Establishes courses of action for self and others to ensure work is completed efficiently.
• Maintains effectiveness when experiencing significant changes in work tasks or environment.
• Adjusts effectively to new processes.
• Excellent customer service skills.
• Builds and maintains collaborative relationships that facilitate the accomplishment of goals.
• Technical, industry-specific knowledge about healthcare, behavioral health, and social services.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to maintain professional online presence.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 5+ years of experience in the field and 1+ years leadership experience
• Associate Degree, Required
• 1-2 years of call center experience preferred. Understanding of Arizona social services and community resources. Bilingual English/Spanish (Preferred)