Customer Service Director jobs in Fort Wayne, IN

Monday through Friday, 40 hours per week, typically 8am-4pm, may require irregular work hours at times. Responsible for on-site crisis support and to take after-hours calls from staff as needed.

Must possess a bachelor’s degree in social work, counseling, or a related human service area of study from an accredited school. Would prefer a master’s degree and 4 years of supervisory and administrative experience in a child welfare agency or therapeutic setting that serves children OR 1 year of supervisory experience in a supervisory capacity and a current license issued by the behavioral health and human services licensing board as a clinical social worker, a marriage and family therapist, mental health counselor, a social worker with a master’s degree or a related field as determined by DCS licensing. Must be at least 25 years old, have a valid driver’s license, and be insurable.
Responsible to Executive Director.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Full-time

8 hour shift

Bachelor’s (Required)

Driver’s License (Required)

One location

Salary: $40,000.00 – $55,000.00 per year

• Responsible for overall development, implementation, and supervision of the residential and emergency shelter care treatment programs
• Effectively manages and delegates all daily residential care operations
• Maintain and revise Resident Manual and Program Manual as needed.
• Implements, practices and holds staff accountable of best practices of trauma-informed, client-centric care
• Trains well equipped staff through daily hands on experiences, mentoring and support.
• Demonstrates hands on leadership and is proactively present to support staff and youth in the program
• Assures compliance with all legal and regulatory requirements including but not limited to: state licensing (IAC), Residential Provider Contract, State Board of Health, State Fire Marshal, CARF Accreditation and YSB policies and procedures
• Oversees, completes, and reviews for approval of accuracy, timeliness and consistency in all program related documentation including incident reports, shift assessment and reports
• Conduct Monthly PIQA and Compliance Reports
• Attend, present, and participate in monthly compliance committee meetings
• Committed to deliver high quality residential program services and data driven program evaluation and outcomes
• Works with community partners to improve program services and reviews, monitors, and signs off on referrals for youth to be placed in care
• Devoted to develop transformative approaches in providing residential services to the youth in care
• Teaches, directs and guides staff on improved practices during weekly staff meetings for more effective services, interactions and improved results
• Involvement in financial management including budgeting, forecasting, and tracking residential care revenues and expenses. Meets monthly with the financial team to discuss and monitor residential care budget and ensuring sustainability. Establishes annual department goals including census management and direct care recruitment and retention.
• Prepares all staff schedules, approves days off, overtime, and training requests along with weekly staff logs/timesheets
• Works effectively and efficiently with the YSB and residential leadership teams to monitor customer service, census, and strategic planning and track progress toward achieving residential treatment service goals. Collaborates with the leadership teams to identify future strategic initiatives and implement plans toward sustainable growth.
• Accurately reports program activities in monthly compliance meetings to address issues relating to standards, customer service, program components, and census management
• Responsible for hiring, staff development, and performance of direct care workers.
• Ensures development and implementation of all training programs for staff.
• Develops and promotes a positive residential care culture with all personnel and builds strong teamwork and collaboration.
• Conducts weekly supervision with full-time Direct Care Workers and monthly supervision for part-time Direct Care Workers.
• Maintain up to date annual performance evaluations and direct field observations.
• In conjunction with Business Manager and/or Executive Director as applicable, address staff performance issues and disciplinary action in accordance with YSB policies.
• Assures that YSB’s mission and programs are consistently presented in a strong, positive image internally and to the community.
• Possesses excellent verbal and written skills and communicates well with staff and community partners.
• Communicate effectively with parents, placing agencies, courts and schools. Builds relationships and networks with placing agencies and develops new referral sources.
• Understands the mental health community needs and identifies potential opportunities for organizational growth.
• Increase communication with referring agents and community to promote the mission of the agency and to increase awareness and support of the youth in care and the agency.
• Responsible for the direct supervision of Direct Care Staff and Medical Coordinator.
• Step in and assist with direct care as needed
• Responsible for weekend on-call as scheduled
• Must be certified in First Aid and Community CPR; agency will provide.
• Safely drive 15 passenger van and other agency vehicles.
• Serve as an appropriate role model, in physical appearance, social skills, and daily interaction with co-workers and residents.
• Participate in a minimum of 20 hours of training each year.