ESSENTIAL DUTIES AND RESPONSIBILITIES
Performs remote work in support of the Citywide COVID-19 response related to oversight, support, and trainings for connecting New Yorkers with the resources they need to safely isolate or quarantine, with alternative work schedules and/or compressed work weeks. Supervises Resource Navigators conducting COVID-19 resource interviews, including assessing case and contacts for services in support of isolation/quarantine and connecting them with identified resource needs. Ensures that Resource Navigators follow all scripts, policies and procedures provided through training. Ensures compliance with training regarding handling of confidential information and periodically evaluates and provides training to Resource Navigators. This is a full-time, temporary position. Call center operating hours are initially planned as (9AM-9PM) seven days per week. These are full-time roles and are expected to include shift work.
· Conducts telephone calls with persons diagnosed with COVID-19 and those identified as close contacts to assess resource needs for self-isolation and quarantine.
· Oversees, trains, and supports the work of Resource Navigators engaged in interviews assessing resource needs and linkage to services. Maintains daily communication with their Resource Navigators, as assigned.
· Provides guidance to Resource Navigators to ensure that resource interview activities are conducted, according to applicable protocols, policies and procedures; provides ongoing refresher trainings and in a confidential manner.
· Conducts case reviews with Resource Navigators to ensure comprehensive and high-quality interviews, when necessary.
· Establishes schedules and check-ins with Resource Navigators and ensures appropriate monitoring of attendance and performance, including use of electronic monitoring methods, such as messenger and email.
· Deep understanding and knowledge of local community services and resources.
· Identify common needs amongst COVID-19 patients and search for local solutions, including food banks, mental health services, visiting nurses, and other community programs helping patients in need and/or people in isolation or quarantine.
· Forms connections and collaborations with local CBOs to collect vetted resources and services and disseminate to resource navigators.
· Conducts routine quality assurance monitoring to ensure that data are appropriately collected and entered into the data system; troubleshoots and follows-up on data errors.
· Provides leadership with ongoing feedback on protocols, data collection instruments and systems to enhance their effectiveness and efficiency in meeting quality objectives.
· Collaborates with the appropriate NYC H + H and other City agencies to ensure updated resource lists are used during interviews, including information on referrals to social and health services.
· Ensures the effective communication and demonstration of the System’s acknowledgment and awareness of diverse health-related needs and concerns to patient, family members, caregivers, staff and the community.
· Analyzes trends in case details, recognizes case issues, proposes solutions and appropriately escalates to management.
· Protects and maintains individuals’ privacy and confidentiality.
· Position may include field work.
· Background in social work, mental health counseling, or related field preferred.
· Leadership and managerial experiences in a New York City community-based or social/health services organization preferred.
· Familiarity with and experience working in New York City health systems, social services or care/case management preferred.
· Candidates preferred to have experience working with community resources and social services in different parts of New York City that can inform connecting patients with COVID and their families to local resources.
· Bi-lingual or multi-lingual preferred.
· Ability to exhibit a professional, positive attitude and work ethic.
· Excellent interpersonal skills and ability to interact professionally with people from diverse cultural, racial, ethnic, gender, and socioeconomic backgrounds during a time of crisis and distress.
· Ability to show empathy and be nonjudgmental toward distressed individuals.
· Excellent organizational and communication skills.
· Critical thinking and sound judgment required.
· Ability to handle confidential information with discretion and professionalism.
· Strong computer proficiency required using standard office software programs, in particular Microsoft Office, and web-based applications.
· Access to wireless internet required at the location the Resource Navigator will be remotely conducting their work. It will need to be assessed how best to ensure a reliable, fast internet connection.
· Ability to understand the concepts of institutional and structural racism and bias and their impact on underserved and underrepresented communities.
· Demonstrated commitment to supporting communities who have experienced systemic oppression and bias (e.g. people of color, LGBTQ+ people, immigrants, justice involved persons, etc).
· Candidates of highly impacted communities are strongly encouraged to apply.
· Ability to work remotely and in the field required.
Note: Laptops may be provided by the program, which will serve multiple functions, including connection to Salesforce, data recording, resource list management and searching, as well as soft phone application.
· Master’s degree or six years of experience in social or human services or related field (social work, human services, community/public health, sociology, psychology, mental health counseling, or related field).
ESSENTIAL DUTIES AND RESPONSIBILITIES
Performs remote work in support of the Citywide COVID-19 response related to oversight, support, and trainings for connecting New Yorkers with the resources they need to safely isolate or…