Coordinated Entry Call Center Supervisor

The Montgomery County Department of Health and Human Services is hiring a Call Center Supervisor for the Coordinated Entry Call Center which helps to connect Montgomery County residents seeking assistance with resources such as Homeless shelters, emergency housing, rental assistance, food, utilities, mental health, family resources, clothing/donations, legal services, transportation, substance abuse and more. will serve as the first point of contact for clients entering our system of care.

The Call Center Supervisor will be responsible for daily supervision of the Call Center representatives at the Call Center. The Supervisor will maintain strong professional relationships with Health and Human Service agencies and proactively advocate for clients with critical needs.

Work hours are 11:00-7:30 and may need to flex their shift to participate in required meetings

• Perform all supervisory duties for the Call Center including supervision of the Call Center representatives
• Ensures call center lines are covered during operating hours
• Monitor service performance against quality assurance, Your Way Home, and HUD standards
• Listen to and review coordinated entry representatives conversations with our members to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed;
• Identify service gaps and provide feedback and training/reinforcement to staff
• Respond to and resolve Call center representative questions including assistance with client de-escalation;
• Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s)
• Reports any pertinent trends regarding necessary or recommended adjustments to process based on interactions and observed deficiencies
• Establish, develop, and maintain positive business relationships which will include professional presentations to educate stakeholders and other community groups on the activities of the Call Center
• Cultivate relationships across Montgomery County to access accurate and up-to-date information to incorporate into its database of community and human service providers
• Ability to protect confidential information and the integrity of the organization and individuals seeking services
• Ability to speak professionally and compassionately with individuals seeking help
• Ability to accurately document and enter data into county databases (HMIS, D365)
• Demonstrate ability to work from home while meeting quality standards of position
• Willingness and ability to work in a stationary environment with a desk, computer, and headset for extended period of time
• Support the call center team as needed
• Other duties as assigned.

• Complete/collaborate on Center policy and procedures, presentations, and programmatic reports
• provide technical assistance to ensure the quality of service to callers and engage in problem solving to address complex cases
• attention to detail
• Be able to calmly handle high volume calls and multi-task in a fast-paced environment
• Engage with clients in a judgment free manner, treating all individuals with dignity, respect, compassion, and empathy
• Elevate concerns or issues to next level of management
• Maintain accurate client records and timekeeping
• Keep current on operating procedures and practices through trainings and meetings as required by supervisor or your way home program
• Meet production and quality standards while following approved processes and procedures.

Qualifications and Education Requirements

• Required: 2 years of supervisory experience and minimum of bachelor's degree in social work, or health and human services related degree
• Minimum 2 years of experience with multiple system applications and electronic data entry, including call center and/or health care databases
• Minimum 2 years of experience in a social services environment.

• Advanced computer skills; experience with MicroSoft Office products including Outlook, TEAMs, SharePoint, OneDrive, Dynamics 365, Adobe, DocuSign
• Comprehensive understanding of the social service infrastructure, including human service organizations, and other resources accessible to individuals experiencing homelessness
• Proficient in using multiple computer applications simultaneously
• Possess excellent people skills; demonstrated ability to provide empathetic and compassionate responses to people in need
• Excellent telephone etiquette and ability to communicate clearly with individuals with varying levels of comprehension and language proficiency
• Advanced problem-solving skills
• Strong written skills with attention to detail
• Ability to work independently and as part of a team
• Strong organizational skills.

• Meets call center attendance and punctuality standards;
• Must be flexible with work hours and special requests from management;
• Must have Strong Internet Speed & access to router via Ethernet Cord (Minimum speed: 20mbps Download & 6mbps Upload);
• Must have automobile in good working condition with Pennsylvania driver's license and adequate insurance coverage.