Crisis Line Supervisor (Relief)

About the role

The Crisis Line Supervisor (Relief) position provides direct supervision for crisis line counselors in processes for hiring, annual evaluations, disciplinary actions and terminations, quality review, data review, communications, and training. The position will also be the primary Supervisor on Duty (SOD) to oversee the shift while they work, monitoring call volume, being available for consultation with staff, and backing up the phones when not serving as SOD. The Crisis Line Supervisor (Relief) will be ready and available for consultation to staff when needed. This position will also assist with all other duties as assigned. The Crisis Line program answers for Harris County, as well as for 988 and for other LMHA crisis line centers in Texas.

Responsibilities

• Supervises Crisis Line Counselors, conducts QA reviews, provides direct feedback and coaching, aiding in hiring, disciplinary actions, and terminations
• Conducts annual evaluations for direct reports, developing goals for each of their direct reports in coordination with each staff member
• Communicates any important updates to the team
• Serves as primary Supervisor on Duty for consultation and debriefs during shift and monitoring daily call volume and crisis line counselor availability
• Is available to provide support and guidance when a crisis line counselor requires assistance
• Collects, organizes, and analyzes data reports from multiple sources to monitor and track program trends and outcomes
• Maintains professional behavior and provides excellent customer service to internal and external stakeholders
• Represents the unit and the agency by providing unit-related presentations or consultations as needed at community engagement events
• Performs related work as assigned; adapts to changing work requirements; complies with agency policies and procedures
• Maintains flexibility to assist with supervisory coverage in a 24/7 365 work environment and assists as needed in disaster situations

Education

• Bachelor’s degree

Experience

• 3 years related experience required
• Data entry and Excel reporting experience required

Knowledge, Skills & Abilities

• Ability to identify and offer solutions to resolve problems
• Effective time management and organizational skills
• Able to utilize basic Microsoft Office programs
• Ability to interpret and strategically utilize data
• Ability to type 40 words per minute
• Strong knowledge of Harris Center programs
• Strong knowledge of appropriate mental health and IDD community referrals
• Strong understanding of application of clinical skills in a telephonic setting
• Critical thinking, detail oriented, and problem-solving skills
• Ability to navigate multiple computer systems/screens
• Comfortable with numbers and metrics

Benefits

• Competitive salary
• Robust retirement plan with company matching
• Prior service credit accelerating Paid Time Off accrual
• Cell phone discounts
• Exclusive entertainment deals through Tickets at Work
• Free Headspace subscription for mental wellness
• Employee Assistance Program
• Student loan forgiveness eligibility