Department: Behavioral Health DepartmentReports to: Quality & Access Program DirectorLocation: 520 Dudley Street Roxbury, MA 02119ABOUT CHILDREN SERVICES OF ROXBURY:Founded in 1972 Children's Services of Roxbury's (CSR) mission is to provide high quality services to economically disadvantaged children, youth, families, and individuals thereby promoting and strengthening family life and individual growth. CSR serves approximately 6,000 families across Massachusetts, serving families through four key services areas; Early Education and Care, Behavioral Health Services, Youth and Family Services and Housing and Stabilization. There are 22 programs operating under those four services areas. CSR operates across in 4 cities, has a staff of 400 employees, and an operating budget of $28M.Position SummaryWorking closely with the Director of Quality & Access, the QAS conducts consumer and collateral perception surveys that include questions about our consumers' and collaterals perceived satisfaction with services provided by Children's Services of Roxbury.Duties and Responsibilities
- Conduct consumer and collateral surveys, analyze data, and provide accurate, constructive and honest feedback on positive and adverse information.
- The QAS is primarily responsible for conducting telephone surveys and other forms of outreach as determined by the Quality & Access Program with empathy and sensitivity in a timely manner.
- Systematically collects intricate consumer data by conducting high volume telephone work or may have off-site field visits with CSR consumers.
- Reviewing survey questions with the consumer and carefully listening to the responses with the ability to probe for further information when responses raise concerns.
- Assists with conducting assessments and investigations.
- Will perform other duties as requested by the BHD, Quality & Access Program, such as, but not limited to: data entry, assisting in record reviews, and other administrative functions.
- Work as part of a team to promote the goals of the agency, including the organization's work to strengthen families and provide trauma-informed care
- Must maintain strict confidentiality; Ensure that all matters (information obtained, overheard, addressed, etc.) be observed as confidential.
Qualifications
- Multi-lingual (English, Haitian Creole, French, Spanish, Cape Verdean Creole)desirable.
- Must be very comfortable working with a culturally and linguistically diverse client base and workforce.
- Must be a team player.
- Excellent communication skills, written and oral.
- Effective listening skills
- Ability to convey empathy and engage survey participants.
- Ability to prioritize and balance multiple tasks. Computer skills including MS word, Excel, power point and social media savvy.
- Must have the ability to work independently.
- Previous phone-based customer-service and/or telemarketing experience helpful.
- Bachelors' degree in Human Services, communication or marketing preferred or 2-5 years of equivalent experience.