CRISIS CALL CENTER PART-TIME WEEKEND DAY SUPERVISOR

Responsibilities

• Provide administrative, and technical supervision to individuals answering the calls or texts (i.e. clinical counselor, counselor, per diem, and volunteers/interns). Provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with Crisis Call Center Program Manager.
• Provide supervision with staff counselors including monthly supervisions and annual reviews.
• Provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with Crisis Call Center Program Manager.
• Responsible for prioritizing work and delegating tasks to ensure proper coverage.
• Oversight of the Text4Teens services.
• Responsible for On-Call coverage one as needed.
• Responsible for monitoring and/or completing required data collection, statistical, and program reports.
• Responsible for the general oversight of the Crisis Call Center during the Crisis Call Center Program Manager’s absence.
• Ensure compliance of staff, per diem and volunteers/interns during your shift to ensure program standards, policies, procedures, and guidelines are followed.
• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e., assist as part of a team in the overall management of call flow and Text4Teens).
• Answer crisis calls when needed.
• Provide “real time” support to Crisis Call Center Counselors experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary.
• Initiate debriefing sessions with Crisis Call Center Counselors, and volunteers/interns after they have taken a difficult call, text or when they need additional support.
• Oversight of the Crisis Call Center resource directories.
• Collaborate with Program Manager and Crisis Call Center Clinical Counselors and Counselors in de-escalation of caller contacts that warrant supervisory intervention (through coaching of crisis call center counselors and/or contact with caller).
• Complete weekly, monthly and quarterly reports and listen to call audio as indicated for quality improvement and operations to Program Manager.
• Aid in training new staff, volunteers/interns and provide on-going supervision/coaching during shift.
• Maintain responsibility for meeting service levels and maintaining efficient operations during assigned shift.
• Work with Program Manager to develop and ensure efficient dissemination of all core training requirements, policy and program changes and assist with implementation of new programs.
• Ensures HIPAA laws and MHA confidentiality policies are followed.

Qualifications

• Master’s in Social Work, Master’s in Mental Health Counseling, OR Masters in a related field.
• Two years-experience with the practice of assessment and crisis management/intervention.
• Minimum of 2 years of supervisory experience required.
• OR has bachelor’s degree working towards your master’s degree.
• Two years-experience with the practice of assessment and crisis management, intervention.
• Minimum of 3 years of supervisory experience required.
• Superior supervisory skills as evidenced by being organized, self-motivated, effective time management and can coordinate multiple tasks simultaneously.
• Bilingual Spanish/English preferred.
• Courteous, empathic, and professional manner.
• Excellent interpersonal skills.
• Excellent tact and diplomacy.
• Ability to work efficiently in a team setting, with collaborative partners and in a high-paced environment.
• Working knowledge of Motivational Interviewing and Strength-Based approaches.
• Knowledge of human service resources, that include, but are not limited to: mental health, substance use, physical disabilities, physical health and developmental disability resources in Orange County, New York.
• Effective written and oral communication skills.
• Ability to maintain professional demeanor when handling crisis and ventilation contacts.
• Ability to exercise sound judgment under crisis situations and to abide by regulations regarding confidentiality.
• Efficiency with information-gathering, problem solving, and conflict-resolution.
• Ability to adapt and be flexible to changes in protocol and program needs.
• Proficiency in Excel and Microsoft Word required.
• Valid Driver’s License and ability to drive with current driving record acceptable for agency insurance coverage.