A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
This is a 7:30am-3:30pm position. No weekends or major holidays. No personal care. The Employee Services Coordinator role is to ensure and document that program participants receive supervision and support according to goals established in their annual Individual Vocational Plan (IVP) or Person Centered Support Plan (PCPS); provide administrative oversight to Personal Assistance (PA) Program; ensure workplace advocacy for client-employees; serve as facility contact for service agencies and family members concerning client-employee benefits or service needs; onboard new client-employees, including maintenance of personnel files and other associated records; oversight of WIOA planning, dental and vaccine program opportunities. This role will also assist the Director in managing and responding appropriately to challenging or inappropriate workplace behaviors by implementing positive behavior supports, maintaining a safe and respectful environment, utilizing de-escalation techniques, documenting incidents, and following individualized support plans and agency policies.
EDUCATION
Must be 18 years of age or older and have a high school diploma or equivalent certificate.
EXPERIENCE
Prefer 2-4 years of experience working with individuals with disabilities or a related field.
TECHNOLOGY
Proficiency required in
MS Office:
Word, Excel, Outlook, Internet, Office 365. Knowledge of client record software and office administration methods is preferred. Detailed case note writing daily.
CERTIFICATES AND LICENSES
Must have a valid driver's license at time of application and obtain a Class E Chauffeur's License within 30 days of hire.
OTHER REQUIREMENTS
Exceptional written, oral, and communication skills Strong interpersonal and public relations skills. Experience and ability to work with multiple agencies, service providers, funders, parents, and guardians is preferred. Willingness to travel on company business in personal (reimbursed) or company vehicle.• Respect the rights and dignity of people with developmental disabilities and willingness to advocate on their behalf. Affirmative drug and alcohol screening. Affirmative criminal/abuse and neglect background checks.
ESSENTIAL JOB FUNCTIONS
Serve as a resource for prospective client-employees and their families/guardians, providing tours and education. Plan and coordinate Empac South celebratory events and prepare the monthly newsletter. Provide snack orders to the Director of Employment Services and ensure availability for client-employees during breaks. Provide administrative support, including managing the phone and paging system, tracking daily attendance, and posting attendance at each exit. Become cross-trained to provide backup support to the Employee Services Director. Provide backup support for sanitation, coordinating assistance from client-employees. Report any suspicion of client-employee abuse or neglect as a mandated reporter. Onboard new client-employees, including maintenance of physical files and digital software system entries. Maintain client-employee records, ensuring completion of all required annual documentation. Monitor service unit utilization in accordance with each participant's PCSP for the PA Program, maintaining a monthly PA schedule and weekly reconciliation of totals. Coordinate PA staff schedules, provide backup support to PA participants in achieving individual goals as outlined in the PCSP, and ensure accurate and timely completion of daily logs. Review PA daily progress notes to ensure quality service delivery and accurate documentation. Compile monthly summary reports from daily progress notes for each PA Program participant. Use daily observations to assess vocational progress and contribute to development of PA goal setting and annual IVP's. Attend quarterly service monitoring and annual PCSP meetings. Provide support to client-employees, ensuring appropriate behavior, workplace acclimation, safety, and adherence to company policies and procedures during work and break times. Ensure client-employees are trained appropriately for their production tasks. Maintain communication with external service providers, connecting client-employees to available resources. Assist client-employees with completing applications, letters, and benefit documentation as needed. Oversee WIOA planning and facilitate access to dental and vaccine program opportunities.
Job Type:
Full-time Pay:
From $18.00 per hour
Benefits:
Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance
