Crisis Call Center Supervisor

About the role

The Santé Group is seeking a Full-time OPS Crisis Call Center Supervisor/Coordinator (in office) to join our frontline crisis intervention team in Baltimore County, MD. The role provides oversight of daily OPS/GBRICS functions, supervises and trains Team Lead positions, and ensures accurate documentation and follow-up.

Responsibilities

• Develop, approve, and monitor Call Center work schedules and ensure all shifts are covered 24/7.
• Supervise and train Team Lead positions in the call center.
• Able to fill Phone Counselor shifts if needed.
• Responsible for on-call availability regarding scheduling/administrative concerns.
• Administrative supervision of call center staff ensuring all requirements are met by staff.
• Reviews call center cases and ensures accurate documentation and follow-up.
• Ensures accurate, thorough, and timely documentation of all calls.
• Interviews all call center staff and onboards them once hired.
• Serves as a liaison between management and call center staff and employees.
• Identifies any cross-program concerns between GBRICS Call Center and MRT and works with management team to develop increased communication or program improvements.
• Assists with record releases per client/agency request.
• Checks work email according to agency protocol.
• Participates in and completes all required training.
• Knowledge and familiarity with community resources, both mental health and non-mental health.
• Ensures staff can complete an environmental risk and safety assessment and relays all information to MCT/patrol when necessary.
• Recognizes need for consultation with available supervisor.
• Absorb by all federal, state and local confidentiality and reporting regulations.
• Comply with all of programs contractual and operational guidelines as outlined by your manager.
• Participates in community and company boards and committees, as needed.
• Advise Clinical Management of needed updates to procedures, policies and documentation.
• Other duties as assigned.

Requirements

• This is a Supervisory position, providing guidance and oversight for OPS/GBRICS Phone Counselors and Team Leads.
• Master's degree in Counseling, Social Work, or related field of study preferred.
• Bachelor's degree in Counseling, Social Work, or related field of study required.
• Previous Crisis and Call Center experience required.
• Supervisory experience required.
• Knowledge of Microsoft Office software.
• Must be able to be trained on Electronic Consumer Record software.

Qualifications

• Must be able to work individually as well as within a team.
• Must be able to multi-task.
• Must be able to work with “high-risk” consumers who have mental illnesses as well as developmental and physical disabilities (i.e.: must have patience and must be able to effectively communicate with diverse consumers, etc.).
• We expect all staff to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.

Pay

$60,000 to $67,000 per year (based on education and experience).

Schedule

While every effort may be made to create a schedule that meets the individual staff person’s needs, the schedule is created first and foremost to meet the needs of the program. The position requires availability for day, evening, weekend and holiday shifts, as scheduled.