Position Title: CTC Care Resource Supervisor/Navigator
Reports to: CTC Care Resource Manager
Location: Primarily Remote
Position Type: Full-Time, may include evenings and weekends
The current COVID-19 pandemic exceeds the existing Massachusetts Department of Public Health and Local Boards of Health ability to perform contact tracing. As a result, many people are unaware that they are a contact of a person with COVID-19. Contacts may have asymptomatic or mildly symptomatic COVID-19 and can unwittingly spread the virus in the community. To break the chain of transmission, contact tracing and isolation must be scaled-up rapidly.
To support the Department of Public Health (DPH), Partners In Health (PIH) will hire, train and supervise a large team of community contact tracing staff across Massachusetts. The aim of this will be to call every person diagnosed with COVID-19, gather their contacts, and proceed to call every contact in Massachusetts. In tandem with Commonwealth-wide effort to increase testing and improving communication and implementation of isolation and quarantine this will fortify efforts to control the pandemic in Massachusetts.
PIH will hire, train and supervise COVID Care Resource Coordinators (CRCs) to connect vulnerable cases and contacts to available services to support safe isolation/quarantine. The Care Resource Coordination staff will consist of 4 teams of 2-4 units each. Each team will have 3-4 Supervisor/Navigators each managing one unit of CCRCs. This amounts to approximately 10-12 Navigator/Supervisors and 90 Care Resource Coordinators. This large team will use an online platform (Salesforce) to support data flow, data collection and entry, and to coordinate the workflows involved for care resource coordination.
COVID-19 reveals the historical and ongoing legacy of structural violence and inequality. Part of treating COVID-19 is treating the social determinants of health. Our commitment, as the Community Tracing Collaborative, is to accompany patients on their journey to health and wellness and link them to available social supports. Where resources don’t exist, they will use data and patient stories to advocate for systems change.
The Care Resource Supervisor/Navigator will join a fast paced and dynamic team to help spearhead resource coordination for cases and contacts during isolation and quarantine. Care Resource Supervisor/Navigators will ensure this process goes smoothly, by supervising CRCs to ensure workflows and protocols are followed, data quality and QA procedures are implemented, and most importantly that the program provides caring and compassionate service to cases and contacts. They will also trouble-shoot with Care Resource Coordinators in real-time on active calls and in the ongoing identification of resources and supports in the community. In addition, given the fast-paced and large-scale nature of the project, Care Resource Supervisors/Navigators may be asked to perform other duties, such as work with a team to collaborate with outside resources, collect additional data, or prepare teaching materials.
Care Resource Navigators will also support and monitor delivery of training to CRCs and to the rest of the Community Tracing Collaborative about the CRC program. Navigators will evaluate team and individual performance and intervene as necessary to meet key benchmarks.
Staff Supervision and Support
- Directly supervise one Unit of CRCs within a larger team including managing schedule coverage from 8a-8p Monday-Sunday; collaborate with other Supervisor/Navigators on schedules ensuring 8a-8p coverage Monday-Sunday.
- Troubleshoot with units on difficult cases and escalate as needed to central leadership team.
- Ensure CRCs are following workflow and data/documentation protocols.
- Escalate any HR issues to HR and Manager as needed.
- Conduct performance management for all direct reports.
- Develop and maintain external relationships with resources, utilizing place-based knowledge whenever possible.
- Organize information about resources in an easy-to-access digital format for CRCs to access during their work.
- Review and approve CRC timesheets and work to resolve timekeeping issues to ensure accurate reporting for compliance records
Managing Referrals and Workflow
- Triage and manage all referrals within a reasonable amount time (two hours) with particular attention to highest priority referral.
- Monitor the outstanding tasks assigned to the team to ensure no lost referrals and timely support to cases/contacts.
- Alert management to any staffing shortages or concerns about workflow, and ensure that mechanisms for referral overflow or a ‘float system’ are utilized.
- Liaise with Workflow Specialist and other Navigators on workflow and workforce issues to ensure efficient distribution of work.
- Identify key bottlenecks to fulfilling resource needs and communicate to leadership.
- Escalate referrals with complex needs as needed.
- Support troubleshooting and logistical questions for CRCs.
Communication and Documentation
- Facilitate communication from central leadership team on progress, changing protocols, procedures, and referral criteria to CRCs
- Work closely with CT/CI Supervisors to ensure smooth workflow and facilitate cross team learning and exchange including collaborating with Local Health Liaisons and University/College Liaisons to build relationships and support information sharing
- Document lessons learned and emerging best practices within the team
- Work with CRC Manager, Workflow Specialist and CRC Data Coordinator to optimize workflow and processes including identifying any gaps or issues with workforce planning, workflow, and data quality
- Review data on workflow and referrals as provided on a weekly basis and help compile weekly reports for the team in order to streamline communication and support ongoing program improvement
- Communicate routinely with Local Health Liaisons (particularly on work with Local Public Health) and with Supervisors (particularly on workflow and questions from staff)
- Working remotely in a virtual call center environment for the entirety of a shift
- Any other duty as assigned
- Bachelors Degree or equivalent required
- 3-5 years of experience in health sector, public health or social work degree or other experience in social work preferred
- Familiarity with and experience working in Massachusetts health system
- Candidates preferred to have experience working with community resources and social services in different parts of Massachusetts that can inform connecting patients with COVID and their families to local resources. (Please indicate what location on your application)
- Ability to exhibit a professional, positive attitude, empathy, and strong work ethic
- Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals in distress
- Ability to show empathy to distressed individuals
- Excellent organizational and communication skills
- Ability to speak, read, and write English
- Second or multiple languages a plus
- Critical thinking and sound judgment required
- Ability to handle confidential information with discretion and professionalism
- Proficiency with computers
- Must have access to good WiFi
- Technology requirements: PC with Windows 10, Antivirus Protection: Windows Defender and Windows Firewall; or Mac with Apple OS X 10.13, Antivirus Protection: Sophos; and personal mobile device to use for this job. A headset is preferred.
- Massachusetts Resident preferred and familiarity with Massachusetts’ geography; cities/towns/locations required
Partners In Health (PIH) is an international health organization relentlessly committed to improving the health of the poor and marginalized. PIH partners with local governments to build local capacity and works closely with impoverished communities to deliver high-quality health care, address the root causes of illness, train providers, advance research, and advocate for global policy change.
PIH currently has implementation programs in Haiti, Rwanda, Lesotho, Liberia, Kazakhstan, Malawi, Peru, Mexico, Sierra Leone and Navajo Nation. Through our partnership with Harvard Medical School and the Brigham and Women’s Hospital, we support a wide range of programs in dozens of other countries around the world.
Partners In Health (PIH) is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of PIH not to discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law. PIH works in and with a number of governments in and outside the U.S., and to the extent applicable, this statement is intended to incorporate the prohibition of any unlawful discrimination covered by applicable laws in such countries, states and municipalities.