Crisis Call Center Supervisor - Overnights

About the role

The Santé Group is seeking a Full -time Overnight OPS Crisis Call Center Supervisor/Coordinator (in office) to join our frontline crisis intervention team in Baltimore County, MD.

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.
• Responsible for reviewing call center cases and ensuring accurate documentation and follow up.
• Ensures accurate, thorough, and timely documentation of all calls.
• Responsible for interviewing all call center staff and onboarding process once hired.
• Serves as a liaison between management and call center staff and employees.
• Regular meetings with Team Lead(s) to identify any current issues concerns or implementation of new policies/procedures.
• Provides ongoing communication with GBRICS managers, both the call center Manager and the MRT Director.
• 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 e-mail according to agency protocol.
• Participates in and completes all required training.
• Knowlege 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.
• Ensure all tasks related to each case are completed during each shift worked.
• Recognizes need for consultation with available supervisor.
• Abide 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 training 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.