The Customer Care Specialist assists the Director of Customer Care/Risk Management to provide an informal and internal avenue for resolution of grievances and complaints, works to promote a relationship of trust and cooperation; and attempts to resolve issues in lieu of formal proceedings. This position will review concerns from a variety of individuals including, but not limited to children, biological parents, relatives, adoptive parents, foster parents, courts, attorney’s, mental health providers, CASA, schools, and placement providers. This position will also review concerns submitted through contracting state partners, the Governor’s Office, and all legislative concerns. Hereinafter referred to as customers and stakeholders. This position will act as a mediator between customers and St. Francis Ministries staff to ensure communication, de-escalation, and problem-solving take place to best resolve concerns. This position also shares responsibility for partnering with CarePortal, vetting requests from staff for CarePortal, and maintaining partnerships and relationships with CarePortal Directors.
-
Take phone calls, e-mails, web mail and provides an informal and internal avenue for resolution of grievances and complaints; work to promote a relationship of trust and cooperation; and attempt to resolve issues in lieu of formal proceedings.
- Reviews concerns from a variety of individuals including but not limited to children, biological parents, relatives, adoptive parents, foster parents, courts, attorney’s, mental health providers, CASA, schools, state partners, Governor’s Office, the legislature, and placement providers.
- Investigates and addresses complaints submitted by/or on behalf of children and families served by SFM in a prompt and thorough fashion.
-
Acts as a mediator for clients when they strongly believe that a neutral voice is needed to resolve differences between consumers, stakeholders, and Saint Francis staff.
-
Provides a neutral platform and a voice to customer and stakeholders.
-
Document and tracks contacts through internal tracking system.
- Time limited, assigned projects such as contacting foster parents to assess reasons for leaving foster care, survey a sample faction of families for satisfaction of services, etc.
-
Works with the QA/QI department to collect and summarize data for Customer Care to be compiled in regular reports for program leaders and state partners.
- Works with various staff to develop and maximize effectiveness of data management system, customer care training documents, and policies.
-
Ensures clients’ rights are protected.
- Reports unusual incidents through appropriate Risk Management, clinical and safety channels.
- Implements SFM policies and follows directives as required. Follows and adheres to all pertinent SFM Standard Operating Procedures (SOP’s), rules, personnel policies, and procedures; related accreditation and licensure standards; and federal, state, and local rules, statutes, regulations, and all term of the contract between SFM and DCF.
-
Is knowledgeable of and follows all safety procedures.
- Thoroughly vets all CarePortal requests submitted through the CarePortal system.
- Posts all CarePortal requests through CarePortal website and completes follow-up/communication with staff to ensure needs are met.
- Maintains positive working relationships with CarePortal staff and directors.
- Provides necessary training to staff members on usage and appropriateness of requests for CarePortal.
Requirements:
- Preferably a bachelor’s degree in Social Work however, a bachelor’s degree in a human service area with experience acceptable.
-
Prefer a license to practice in the assigned State.
-
First Aid/CPR.
-
Two years of experience in Child Welfare
-
Prefer experience with child welfare privatization services.
-
Experience with legal proceedings in Child Welfare
-
Experience in serving at risk populations.
-
Excellent communication and negotiation/de-escalation skills
-
Must be 21 years of age.
-
Must pass drug screen and applicable background checks as required by the state.
-
Lifting requirements of 30 -50 lbs.
-
Must have valid driver’s license and reliable transportation
