Whitmore Steel Inc.

• Oversee new hire and continuous talent development functions supporting Benefits Coordination and Recovery Call Center Services • Build and maintain effective relationships with prime contractor trainers, Customer Service Representatives, and prime contractor supervisors • Provide training including classroom-style teaching, videos, or e-learning • Adapt prime contractor training and maintain course content, manuals, or other training materials • Maintain training documentation, call center procedures, policies, and compliance standards • Conduct program evaluations to determine training effectiveness and recommend program changes to management • Report to management on training needs and customer service failures or improvements • Supervise customer service representatives assigned to the area

• Effectively handling customer contacts (i.e., escalated case assignment, phone calls, email, etc.) • Analyzing problems and providing information/solutions via multiple platform technologies, telephone, and written correspondence. • Accurately documenting inquiry outcomes for tracking and analysis.

• Primary duty is the performance of work requiring advanced knowledge (Master’s degree) in the field of Human Services, and to use such advanced knowledge to consistently exercise discretion and independent judgment in providing the highest quality client-centered therapeutic services. • Must also use such advanced knowledge to serve as a consultant and mentor to Bachelor’s Level Direct Care employees and Behavioral Technicians, among other staff. • This position is entrusted with a high level of responsibility and insight in treating clients and ensuring services are provided and documented in compliance with applicable laws and regulations, in addition to LCI and division standards. • Based on the knowledge and degree required, this position will serve as a lead position in the provision of direct care. • Therapeutic services include but are not limited to, assessment, treatment planning, direct service provision, person centered services and management of client risk and safety.