Crisis Center Supervisor - Front Desk

We are hiring two full-time Crisis Center Front-Desk Supervisors—one for the day shift and one for the night shift—to support our team at the Resource and Crisis Center in Pontiac, MI.

About the role

The Crisis Services Supervisor-Front Desk reports directly to the Director of Crisis Services and supervises Crisis Service Specialists. This position oversees the day-to-day operation of front desk services, ensuring the lobby environment is clinically focused and welcoming for individuals seeking assistance.

Responsibilities

• Train front desk staff in trauma-informed practices, crisis response protocols, and HIPAA compliance; provide ongoing coaching and support
• Conduct regular one-on-one supervision and monthly team meetings to promote staff development, address concerns, and reinforce best practices
• Develop, implement, and update procedures that support efficient and clinically sound front desk operations
• Monitor and analyze cycle time from arrival to transfer to crisis service providers, identifying and resolving delays or service gaps
• Create and maintain staff schedules to ensure consistent coverage across all shifts, including weekends and holidays; proactively coordinate coverage for staffing gaps due to call-offs, vacancies, or increased service demand
• Mitigate barriers to timely service transfers by collaborating with internal teams and external partners
• Build and maintain professional relationships with crisis provider leadership to support seamless coordination and service delivery
• Demonstrate and model effective crisis intervention and de-escalation techniques; provide real-time support to staff during high-acuity situations
• Oversee inventory management, including ordering and restocking supplies and resources designated for people served
• Ensure the front desk and lobby areas remain clean, organized, and welcoming
• Communicate security concerns—including contraband, threats, or behavioral risks—to all relevant RCC entities in a timely and coordinated manner
• Take a proactive role in guiding and managing all safety efforts, including overhead pages and facilitating lobby evacuations
• Participate in agency meetings, supervision, and required training to stay current with policies, procedures, and best practices
• Perform other duties as assigned to support the mission and operations of the Resource and Crisis Center

Requirements

• Bachelor’s degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice) OR Associate’s Degree plus a minimum of 3 years of experience in a human services/behavioral health role
• BLS certification
• Recipient Rights Clinical License
• Minimum three years of experience working in a human or medical service environment (school, hospital, crisis center, call center, community mental health agency)
• Minimum of 1 year of leadership experience within a managed care, behavioral health, or hospital setting

Preferred Qualifications

• Experience working with electronic health records
• Customer service experience
• Data entry experience
• Crisis de-escalation experience
• Experience working with adults with severe mental illness, substance use disorder, or intellectual/developmental disabilities
• Experience working with children with serious emotional disturbance

Skills

• Strong interpersonal and organizational skills
• Data analysis and strategic planning abilities
• Strong written and oral communication
• De-escalation and conflict resolution
• Leadership and problem-solving
• Clinical knowledge of mental health and suicide prevention
• Time management
• Knowledge of HIPAA, Microsoft 365, Recipient Rights, Mental Health Code, and Medicaid Manual

Additional Information

Must be available for meetings and events outside of standard office hours. Work is performed primarily in a crisis center environment. The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.