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Finger Lakes Community Support Specialist (CSS) Lead



Public Consulting Group, Inc.
November 20, 2020
New York, NY
Job Type



New York State has hired a team of staff working remotely to support the NYS Department of Health (NYSDOH) and Local Health Departments (LHDs) to perform COVID-19 contact tracing in communities across NYS. The aim of this initiative is to call every person diagnosed with COVID-19, establish all contacts of this person, and proceed to call and maintain ongoing communication with every contact. In addition, the team will support the isolation and quarantine of individuals, as appropriate in cooperation with the LHD. This includes virtual needs checks and referral to community resources as needed. This contact tracing initiative is in tandem with statewide-wide efforts to increase testing, improve communication and knowledge of effective strategies to reduce transmission, and implementation of isolation and quarantine. This will fortify efforts to control the pandemic in NYS.


As Regional Community Support Specialist (CSS) Lead you'll manage and provide support to the specialized Community Support staff for the Contact Tracing Initiative in your area.  Your role will be to ensure that the Specialists in each county our supported, staffed, engaged and effective. 

Each Community Support Specialist works with the Contact Tracers to address the support needs of those who are cases and/or contacts, especially those who are under Isolation or Quarantine. This will include working with LHDs, community organizations, support agencies to address housing, food, mental health, testing, medical needs and other needs to make appropriate care plans for people with COVID-19 and their contacts. 

The Regional CSS Lead reports to the Regional Manager for your respective Region. 

Your responsibilities will include:

  • Managing a team of Community Support Specialists daily; including conducting weekly 1:1 performance and progress meetings with each specialist
  • Oversee the Regional strategy for outreach across communities and key groups; developing and sharing best practices with peers
  • Working closely with the Outreach Coordinator to identify and maintain appropriate partnerships and resources for testing and isolation care in your Region. 
  • Act as a senior liaison and partner to relevant associations and local health authorities in the Region
  • Being accountable for reaching and reporting metrics outlined in the plan by Regional Manager
  • Providing oversight and guidance for identifying and tracking Contact Tracing staff progress to daily and weekly goals
  • Implementing consistency in approach across the Community Support Specialist team through ensuring that there is sharing and adherence to best practices with peers to ensure a consistent approach to care across the State
  • Serving as a point of escalation and implement solutions for unique issues from the team to local health departments, regional DOH offices point of contact or Regional Manager 
  • Communicate any process changes or new instructions to the team as appropriate
  • The position is considered full time with a 6 month engagement expected and the possibility to extend as needed. Employment is contingent on completion of a background check by NY State.

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