Core competencies for complex care supervisors

The knowledge, skills, and attitudes needed by everyone overseeing complex care teams and programs

Building the complex care field Education & training Workforce development

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High quality supervision is linked to better skill development, satisfaction, and retention among staff. This is especially important in complex care because of the high level of difficulty and distress inherent in the work, the emotional labor required by all staff, and the high-stake situations many participants are in.

As well as providing oversight to frontline staff, complex care supervisors are often also responsible for developing, managing and growing programs and building relationships with other organizations.

However, complex care supervisors often do not receive the training necessary to do their jobs. They are often promoted from frontline work without specific training on building a supervisory alliance, running programs, or understanding data.

The Core competencies for complex care supervisors, to be released in the fall of 2024, will be the first time that the distinct knowledge, skills, and attitudes needed by complex care supervisors are formally named and defined. They will be relevant to supervisors and managers across disciplines, settings, and contexts.

These competencies will build on the Core competencies for frontline complex care providers and the Complex Care Certificate. They will define the knowledge, skills, and attitudes needed to manage complex care programs and supervise staff who support people with complex health and social needs. The competencies will inform a new certificate for complex care supervisors and managers, coming in the fall of 2025.

The competencies are currently being developed by our National Center for Complex Health and Social Needs in partnership with a working group of experts from around the country from a variety of disciplines, geographies, and settings.

Kym shares her selections during a brainstorm session with other working group members.
From the beginning, it felt like the work I was doing as a supervisor mattered. Often, the work goes unnoticed, or people don’t know the complexity of things that are being managed or done; I felt like it really mattered here...It gave me an opportunity to value the work that I am doing that I was not necessarily aware of.

Working group members:

  • Kymberly Centaro, Housing and Wellness Director, Community Support Network
  • Kathy Burgoyne, Consultant, Uncommon Solutions
  • Keshana Cody Owens, Workforce Director for Office of Public Health, New York Office of Public Health
  • Laura Fletcher, Behavioral Health Manager, Boston Medical Center
  • Doreen Glover, Prevention Services Manager, Family Resources
  • Meredith Jones, Director of Family Support Services, Transitions Life Care
  • Carrie Lara, Clinical Director and Head of Behavioral Health, Community Support Network
  • Salvador Nunez, Social Work Supervisor, Queen of the Valley Medical Center
  • Kristin O’Neal-Burger, Population Health Strategy Lead, Humana
  • Ren Pelley, Peer Manager, Oaks Integrated Care
  • Aura Silva, Care Management Manager, Queen of the Valley Medical Center
  • Lakisha Sturgis, Director of Community Care Management, Temple Center for Population Health
  • Heather Thomas, Program Supervisor of Pledge to Connect, Oaks Integrated Care
Members of the working group met for a full day brainstorm sessions to think through the important core competencies needed when supervisoring staff in the complex care field. Lakisha reviews her selections and how they relate to one another during one of these sessions.
It was a pleasure to be a part of this process and the diversity of thought. We did not have to agree, but we were able to respect each other and ensure that this was an authentic process.

How to get involved

We’re looking for input and perspectives from across the field of complex care. You can help develop these competencies by:

  1. Completing this survey to let us know what your program looks like and how these competencies can best reflect your work [link]
  2. Signing up for Putting Care at the Center 2024 where the competencies will be released for the first time and where there will be sessions focused on the competencies and supervisor professional development

Keep checking back for more opportunities.

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