Customer Information Center Supervisor jobs in Lansing, MI

 

Supports the program treatment and intervention philosophy by instructing and assuring its implementation and practice by all unit staff in their work with youth. Provides leadership to Youth Advocates I & II on the assigned unit; attends all necessary meetings; teaches and guides staff using ongoing supervision. Serves as first responder to program Behavior Management and Support Policy and Procedures. Trains, promotes, enacts, and role models the proper implementation of therapeutic intervention strategies in working with children placed in the residential program. Develops training based on contract compliance, and unit/staffing needs. Effectively helps staff teams to create and sustain a “therapeutic culture” that recognizes and values progress toward treatment goals and plans.

AGENCY EXPECTATIONS OF EMPLOYEE
 Supports Mission, Vision and values of the agency.
 Is sensitive to the cultural diversity of colleagues and clients served.
 Demonstrates ongoing professional growth and knowledge through training and experience.
 Forges mutually respectful partnerships with persons served and their families to assist them in gaining skills and confidence to address the problems and issues they face.
 Believes in the capacity of people to grow and change.
 Adhere to the Diocese of Lansing Code of Ethics.

DUTIES AND RESPONSIBILITIES
 Supports the program treatment and intervention philosophy by instructing and assuring its
implementation and practice by all supervisors and unit staff in their work with youth.
 Provide ongoing training, professional development, guidance, communication, counseling, and evaluative information to our unit Supervisors and Youth Technicians regularly.
 Effectively helps units create and sustain a “therapeutic culture” that recognizes and values progress toward treatment goals and plans. Supports program staff, teaches additional crisis intervention and de-escalation skills, and helps create context so that physical management continues to decrease in frequency and duration.
 Monitors all of his/her unit’s Behavior Management and Support Policies and Procedures (in person and/or via software) to ensure proper application of technique/intervention and to enhance current training/supervision and interventions.
 Assures that medication is administered as prescribed by the physician/psychiatrist, that medication error documentation is completed as necessary, and that a corrective action plan is developed to decrease medication errors.
 Participates in referral review meetings where the multidisciplinary team assures that children
referred, and accepted, for admission are within the established criteria for the programs and
suitable for specific units/cultures.
 Works collaboratively with the Department of Health and Human Services (DHHS); and Division of Child Welfare Licensing and instills the same collaboration among staff.
 Ensures compliance with the Children Protection Laws. Ensures all staff understand the reporting requirements and follow the program’s process for filing a CPS Report.
 Attends required meetings including program leadership and management team, supervisor
meetings, joint supervision meetings, psychiatric consultations, referral reviews, individual
supervision and staff supervision.
• Promotes and models effective implementation of therapeutic strategies for children/youth in
residential programs.
• Demonstrates interpersonal competence, active listening, open communication, delegation, and conflict resolution skills to foster team unity and productivity.
• Acts as an effective leader, supervisor, and trainer by identifying needs, planning, and organizing team efforts.
• Shows respect for diversity in personalities, interests, perspectives, and disciplines.
• Creates a positive, nurturing, and supportive environment for youth.
 Conducts interviews with potential Unit Supervisors and Youth Technicians.
 Serves as a member of the Residential Programs Management Team.
 Performs all other duties as designated by the Residential Program Manager, and the Children’s Home Director.

Competencies - To perform the job successfully, an individual should demonstrate the following competencies:
• Problem-Solving - Identifies and resolves issues promptly; Offers creative solutions; Collaborates effectively in group problem-solving; Maintains rationality in emotional situations.
• Customer Service - Handles challenging customer interactions with empathy; Responds promptly to customer needs; Provides service and assistance as requested; Honors commitments.
• Interpersonal Skills - Respects confidentiality; Manages emotions effectively.
• Oral Communication - Communicates clearly and persuasively; Listens actively and seeks clarification; Engages well in group discussions and presentations; Actively participates in meetings.
• Written Communication - Writes clearly and informatively; Edits for accuracy; Adapts writing style as needed; Proficient in reading and interpreting written information.
• Managing People - Available and supportive to staff; Enhances processes and services.
• Quality Management - Seeks to enhance and uphold quality standards; Demonstrates attention to detail and accuracy.
• Organizational Support - Adheres to policies and procedures; Completes administrative tasks accurately and on time; Supports organizational goals and values.
• Judgment - Makes decisions willingly; Demonstrates sound judgment; Provides rationale for decisions; Involves relevant parties in decision-making; Makes timely decisions.
• Planning/Organizing - Prioritizes tasks effectively; Manages time efficiently; Develops realistic action plans.
• Professionalism - Interacts tactfully with others; Handles pressure well; Shows respect and consideration to all; Takes responsibility for actions and follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Seeks ways to enhance quality; Utilizes feedback for improvement; Monitors own work for quality assurance.
• Safety and Security - Adheres to safety protocols; Takes appropriate action in unforeseen circumstances; Reports unsafe conditions; Handles equipment and materials responsibly.
• Attendance/Punctuality - Consistently punctual and present at work; Ensures coverage for responsibilities when absent; Attends meetings and appointments on time.
• Dependability - Follows instructions and management direction; Takes ownership of actions; Honors commitments and completes tasks on time or communicates alternate plans.

Qualifications - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 

Education/ Experience: Must meet one of the following criteria:

1. Candidates holding a High School Diploma should have five years of direct-care experience in a leadership capacity within a residential setting.

2. Candidates with an Associate's degree or equivalent coursework completed should have two years of direct-care experience in a leadership capacity within a residential setting.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills: To perform this job successfully, an individual should have excellent computer skills in a Microsoft Windows environment; must include Word and skills in using the internet along with the ability to learn new programs. Ability to sit and use computer workstation, including keyboard and visual display terminal for extended periods. Must be able to create, modify, delete, format and produce finished documents.

Other Qualifications: Must be willing and able to work irregular hours, including evenings and weekends as required. Must possess a valid Michigan Driver's License and have had no more than three moving violations in the last five years on their driving record. Must provide proof of auto insurance on that vehicle. Proof of liability coverage is required at the time of initial hire and then each time the policy is renewed thereafter. Must successfully pass a criminal background check.

 

Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
 Emotionally able to work with information that may be traumatic in nature, as well as work with
individuals or families in crisis or experiencing trauma.
 Mobility and capacity to manage a violent and/or self-abusive child when restraint is required to assure safety.
 Ability to stand and/or walk up to 8 hours per shift.
 Ability to move quickly and/or be able to run.
 Work involves talking, stooping, squatting, twisting, climbing, kneeling, hearing, using hands to handle, feel or operate objects, tools, or controls and reaching with hands and arms.
 Vision abilities required by this job include close vision, distance vision and the ability to adjust focus.
 May be required to push, pull, lift, and/or carry up to 50 pounds.
 Work in an environment with various degrees of discomfort.
 Driving as needed throughout the day.

 

The noise level in the work environment is usually moderate but can be very loud at times.