Client Services Supervisor

JOB DESCRIPTION

Navigation Supervisor

JOB SUMMARY:

The Navigation Supervisor is responsible for overseeing the Community-Based Navigators (CBNs). This role involves managing the productivity and effectiveness of the navigation department, reporting on both department-wide and individual navigator performance, and ensuring smooth operations within the team. The Navigation Supervisor will develop and implement strategies to meet department goals, create schedules, and work closely with the clinical team to support the holistic care of clients.

Additionally, the Supervisor will prepare regular reports for upper management, provide guidance to the CBNs, and ensure that all navigators have the necessary tools and support to facilitate recovery and life skills training for clients in various stages of addiction recovery, mental health treatment, and overall personal development. This position requires strong leadership, organizational skills, and the ability to work collaboratively with multiple teams to meet client needs.

ESSENTIAL JOB FUNCTIONS:

Essential Functions of the Navigation Supervisor:

1. Supervision & Leadership:

a. Work closely with Cornerstone Healing Centers admissions, clinical team, and navigators.

b. Directly supervise, manage, and provide oversight to the navigators

c. Conduct regular one-on-one check-ins with navigators to assess performance, address challenges, and provide guidance for professional growth.

d. Foster a supportive and collaborative team environment that encourages the development of navigators.

2. Productivity Monitoring & Reporting:

a. Track and report on the productivity of the navigation department, including individual navigator performance.

b. Analyze productivity data to identify trends, areas of improvement, and successes.

c. Report in facility-based level 10 on the productivity, direction and goals of the department. Prepare weekly reports for upper management on department goals, productivity, and strategic direction.

d. Prepare report for supervisor on a weekly basis

3. Scheduling &Workflow Management:

a. Create and manage individual navigator schedules to ensure optimal coverage and efficiency.

b. Adjust schedules as needed to meet client needs and ensure smooth operation of services.

c. Ensure that all navigators are effectively managing their caseloads.

4. Strategic Development & Implementation:

a. Develop, implement, and refine strategies to achieve departmental and organizational goals.

b. Collaborate with clinical and management teams to identify opportunities for improving service delivery and client outcomes.

c. Ensure that the department’s operational strategies align with the broader goals of the organization.

5. Collaboration with Clinical Teams:

a. Work closely with clinical teams to ensure seamless coordination of care between navigators and clinical staff.

b. Attend staffing, treatment planning, and case conferences to provide input from the navigation team’s perspective.

c. Provide feedback to the clinical team based on navigator-client interactions and outcomes.

6. Documentation & Compliance:

a. Ensure that navigators are documenting all client interactions and services provided in the Electronic Medical Record (EMR) system.

b. Review navigator documentation to ensure compliance with organizational and regulatory standards.

i. Review Covered Standards compliance in documentation of navigator Case Management, Peer Support, or like support service.

ii. Transportation documentation involved in navigation, to ensure compliance of services rendered.

c. Address any documentation issues with navigators and provide additional training or support as necessary.

7. Client Support & Crisis Management:

a. Provide support and guidance to navigators in their direct work with clients, including crisis situations and missed appointments.

b. Assist in developing individualized recovery plans in collaboration with navigators, clients, and families.

c. Step in to assist with client care or direct interventions when necessary.

8. Performance Improvement & Training:

a. Develop training materials and opportunities for navigators to improve their skills and knowledge related to client support, recovery, and mental health.

b. Provide ongoing feedback, coaching, and professional development opportunities for navigators.

c. Ensure that all staff members complete required training, including on- demand sessions and certifications.

9. Outreach & Community Engagement:

a. Oversee the navigators’ engagement with clients in the community and ensure that they provide the necessary support to help clients access resources.

b. Foster relationships with community partners to enhance service delivery and client access to necessary resources.

10. Other Duties as Assigned.

ESSENTIAL FUNCTION STATEMENT

The previous duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, or a logical assignment to the position.

EDUCATION AND EXPERIENCE

CHC must be 21 years or older and have or ability to gain:

 CPR/First Aid Certification

 Nasal Naloxone Opioid Reversal Training

 Two-Step Test Freedom from TB

 Recovery Peer Support Specialist (PRSS) Certification

Behavioral Health Technician (BHT) Qualifications at must meet or exceed the following

criteria:

1. Education and Duration of Education;

a. A high school diploma (2+ years) or

b. A high school equivalency diploma (3+ Months) or

c. Associate’s degree (6+ Months), or

d. A College Degree (3+ years, or more), or

e. A Master’s Degree (1+ years or more).

2. Type of Experience

a. Behavioral Health Services, Mental Health or Substance Abuse; or

b. Sober Living Management / Group Homes Experience; or

c. Hospital / Medical facility / Psychiatric Care; or

d. DDD Services / Special Education; or

e. Non-Profit Community Service Experience related to substance/mental health recovery

3. Duration of Experience must be 6-Months full time in the field or higher.

KNOWLEDGE, ABILITIES, AND ATTITUDES REQUIRED

1. Knowledge of software programs for personal computer use, especially word

processing, email, and spreadsheets.

2. Knowledge and experience in 12 step programs and with substance abuse patients.

3. Strong problem-solving skills and the ability to carry out assigned projects to their

completion.

4. Strong interpersonal skills, including the ability to communicate effectively both

verbally and in writing, establishing and maintaining effective working relationships,

gaining cooperation and resolving conflicts.

5. Ability to plan and organize case workload, manage deadlines of him/herself.

6. Ability to maintain and demonstrate ethical professional standards and demeanor,

including the confidentiality of employee and patient data, patient boundaries, and

other sensitive information.

7. Demonstrated competence with, and continued commitment to respect for cultural

differences and diversity, protecting patient rights.

8. Recognition of the limits of one’s own professional expertise and the willingness to

seek supervision and/or support, as needed.

9. Makes clinical and organizational decisions with the patients’ and agency well-being

and best interests in mind.

10. Provide treatment that promotes patient dignity, independence, individuality, strength, privacy and choice, recognizing the unique needs of the patient population served by the agency.

11. Provide the behavioral health services that the agency is authorized to provide and that the staff member is qualified to provide.

12. Recognize obvious symptoms of a mental disorder, personality disorder, or substance abuse.

13. Recognize, prevent and respond to a situation in which the patient may be a danger to himself or others, behaves in an aggressive or destructive manner, is experiencing a crisis situation or medical emergency.

14. Recognize and respond to fire, disaster, hazard, and medical emergency: and

15. Has completed all of the requirements above and is documented in application in training including the ability to pass background checks required by Cornerstone Healing Center.

PHYSICAL DEMANDS

The physical demands and work environment 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 the essential functions.

Must be able to walk, bend, stand, climb stairs, speak English, hear, use a telephone,

drive an automobile, and operate standard office equipment, such as a computer, copier, and fax machine. Must be able to lift and carry up to 25 pounds.

SALARY: 40-50K (DOE)

Job Type: Full-time

Pay: $40,000.00 – $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person