Supervisor - ICM Wraparound Services (Full-time)
Child and Family Services of Buffalo - Buffalo, NY

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Supervisor - ICM Wraparound Services (Full-time) Position Summary: This position provides leadership and direction to the Intensive Case Management Wraparound Services Program. Duties include clinical and task supervision of Care Coordinators, ensuring quality of services delivered is strength based, and overseeing budgetary compliance.

Major Responsibilities/Activities:
  • Provide leadership and direct supervision to Care Coordinators in the ECDSS/ECDMH Wraparound Program.
  • Ensure that client services, standards and practices are provided to the satisfaction of all funding sources, including budget management.
  • Ensure the quality of services delivered to clients is strength based.
  • Maintain positive relationship with all stakeholders, including families.
  • Ensure accurate billing for services rendered.
  • Participate in hiring of personnel and address all personnel issues in a timely manner.
  • Evaluate staff job performance at least annually.
  • Participate in the Agency QI Process.
  • Serve on internal and external committees as necessary.
  • Model and practices sensitivity, fair treatment and acceptance of diversity in all interpersonal interactions
  • Responsible for treating staff and clients with respect to their culturally diverse backgrounds
  • Maintain and submit all of the required documents and comply with all aspects of the Vehicle Safety and Usage Policy.
  • Possess a working knowledge of the program computer systems, including Care Manager, Anasazi and Connections, in order to provide supervision and technical support to staff as well as the ability to audit records during the Quality Assurance Process. Provide assistance to clinical staff, office manager and support staff in their implementation of the programs.
  • Manage resource time and oversee staff scheduling to ensure adequate coverage.
  • Oversee customer service process, ensuring that standard agency protocol is followed.
  • Utilize Agency phone and email systems, following standard customer services protocol. This includes: answering the telephone in a timely and professional manner, directing calls appropriately and returning phone and email requests promptly. Demonstrate excellent phone etiquette and customer service skills. Also demonstrate knowledge of agency programs and services.
  • Maintain positive working relationships with program staff and others within the agency. Demonstrate strong interpersonal skills during interactions with internal and external customers.
  • Demonstrate problem-solving and conflict resolution skills in both organizational and interpersonal matters.
  • Attend training, as appropriate, to develop professional skills.
  • Demonstrate an understanding of the boundaries of the position as they relate to both responsibilities and limitations.
  • Demonstrate initiative and serve as a role model within the program.
  • Seek supervision as appropriate, accept and utilize constructive feedback.
  • Perform other duties as required.
      Minimum Requirements:
    • Must possess a Master’s degree in human services field and two years of experience in providing direct services to or in linking children and families OR
    • Bachelor’s degree in human services field and four years of experience OR
    • NY State Teacher’s certificate and four years of experience in providing direct services to or in linking children and families.
    • Must have at least two years of administrative and supervisory experience in the human services field.
    • Must possess computer skills and excellent communication skills.
    • Must be trained in the National Milwaukee Initiative Wraparound Process.
        Essential Physical Requirements:
      • Frequently move about inside and outside the office in reaction to situations and duties.
      • Frequently communicate accurate information with coworkers, clients and children who will use the agency services.
      • Frequently operate a computer and other office machinery, such as a calculator, copy machine, printer and phone system.
      • Must be able to access multi-level buildings and travel to sites within the community.
          Essential Mental Requirements:
        • Must be able to understand the written and spoken word and respond effectively during the majority of time spent on the job;
        • Must be able to learn and comprehend basic instructions and orientation to job;
        • Must be able to multi-task on a frequent basis;
        • Frequently participate and coordinate with others regarding work situations and decisions;
        • Frequently interact appropriately and diplomatically with varied stakeholders such as volunteers, staff members, visitors, referral sources, etc.
            Equipment Used:
          • Computer Usage: Microsoft Word, Microsoft Excel, Microsoft Outlook, Care Manager, Connections, Anasazi, telephone, fax machine and copier.
              Environmental Working Conditions:
            • Multi-level buildings with stairs, enclosed office environment.

              To apply for this position, please complete the online application .

            • Child and Family Services of Buffalo - 18 months ago - save job - block