Program Support Specialist Supervisor- Family Connects

The Program Support Specialist Supervisor of Family Connects New Jersey (FCNJ), oversees outreach and enrollment activities for the program counties. This role includes supervising Program Support Specialists (PSS), ensuring quality assurance protocols are followed for Family Connects International (FCI), CJFHC, and coordinating with internal and external stakeholders to maintain program effectiveness and community engagement.

The Program Support Specialist (PSS) is a pivotal role in the Family Connects home visiting program. The PSS connects parents/caregivers of newborns to the program for enrollment, including families that have experienced infant loss. In addition, the PSS enters data on the entire eligible birth population of the respective county and follows up with families after their nurse visit to assess program satisfaction and the success of nurse referrals. 

Education: Bachelor’s Degree in Public Health, Healthcare Administration, or related field preferred. 

Experience: 

Knowledge and experience relating to the field of non-profit, maternal child health and education is strongly preferred. 

• Preferred 3-5 years of experience working in community outreach, public health, healthcare, or related field preferred with at least 1–2 years in a supervisory or leadership role preferred.
• Verbal and written fluency in English and Spanish (preferred). Excellent verbal and data entry skills with strong attention to detail. 
• A demonstrated ability for collaborative work in a team environment, as well as ability to work independently to meet expected deadlines. 
• Experience working in a patient or client environment that required sensitivity, cultural awareness, and/or providing services to underserved or high-need populations. 
• Excellent interpersonal skills with ability to communicate and interact effectively with individuals from diverse groups regardless of race, sex, age, and/or sexual orientation and members of underserved communities. 
• Strong leadership, organizational, and communication skills.
• Ability to work collaboratively with various agencies and stakeholders.
• Computer proficiency required with Microsoft programs. Strong interpersonal & oral/written communication skills required. 

Essential Duties and Responsibilities include the following:  

• Supervise and support up to 10 FTE PSSs.
• Coordinate scheduling of all nurse assignments and manage schedule and client database. 
• Oversee outreach and enrollment efforts in collaboration with community-based programs, Connecting NJ, and local delivery hospitals. 
• Coordinate schedules for bedside recruitment at hospitals and train PSS on best practices for bedside recruitment.
• Monitor appointments and patient follow-up call data for home visits using MS Office Suite and Salesforce. Ensure patient appointments are scheduled and/or rescheduled as needed in a timely manner and update NHV schedules.
• Monitor and evaluate post-visit follow-up calls to ensure quality and consistency.
• Contribute to weekly team meetings and facilitate communication between nursing and support staff relating to outreach and enrollment status for the program.
• Participate in monthly quality assurance meetings with FCI and DCF stakeholders.
• Develop and maintain strategic partnerships with community and provider referral sources.
• Attend, represent and/or present the FCNJ program at community advisory board meetings, community outreach events and to stakeholders.
• Prepare and review monthly program reports related to appointments and post-visit calls to ensure accuracy and timely submission.
• Provide training and professional development opportunities for PSSs.
• Assist in preparing program reports.
• Assist PSSs with client recruiting as needed: 
• Establish contact with families. Successfully engage, recruit, and schedule families for nurse home visits. 
• Build relationships with hospital birth center management and staff including attending meetings, providing educational in-services, and troubleshooting recruitment problems as needed. 
• Schedule clients for nursing visit either by phone or in-hospital visit as appropriate. 
• Conduct post-visit connection (PVC) phone calls with families, track services contacted and received, and provide re-referrals when necessary. 
• Handle confirmation of appointments via text messaging. 
• Act as primary public contact to answer questions and reschedule home visits as needed. Follow up with families in a timely manner. 
• Complete other duties and tasks as assigned by Family Connects Nurse Manager and program leadership. 

Working Conditions: 

There are no unusual work conditions associated with this position. Noise level in the office is moderate. Professional/business attire is required. Employees are required to attend meetings at external locations and will therefore experience external weather conditions. 

Valid Driver’s license with the ability to provide proof of ongoing automobile insurance coverage is required. This position will entail reimbursable local and statewide travel utilizing personal vehicle. 

Physical Requirements: 

Employees are required to occasionally lift up to twenty pounds of materials or equipment.