Resource and Crisis Hotline Supervisor (REMOTE) - Night Shift

Job Summary

The night-shift Crisis Hotline Supervisor plays a critical role in ensuring the smooth and effective operation of crisis response at the Resource and Crisis Center. Reporting directly to the Manager of the Crisis Hotline, this position is responsible for overseeing daily operations, maintaining compliance with relevant standards, and driving quality assurance initiatives across both service areas.

About the Role

This role is remote, but you must live in Metro Detroit and be available to come onsite for meetings or trainings as needed. Full-Time Schedule: Three 12-hour shifts per week (36 hours total), every other weekend required (Saturday and Sunday), Shift Available: Night Shift Only: 7:00 PM – 7:30 AM We are currently only hiring for the night shift Supervisor position.

Essential Functions

• Serve as the primary point of contact for the Crisis Hotline staff, providing real-time clinical guidance and on-the-spot consultation during high-acuity or complex crisis situations.
• Oversee daily operations of the hotline, including call handling, documentation, and warm transfers.
• Maintain compliance with key performance indicators such as call volume, abandonment rate, speed of answer, and service outcomes.
• Conduct regular reviews of case documentation and service delivery to ensure quality and compliance with organizational standards.
• Aid in onboarding and training of new staff, ensuring competency in de-escalation techniques, crisis support, call center software, and electronic health records.
• Provide ongoing mentorship and professional development opportunities for team members.
• Collaborate with IT and administrative teams to troubleshoot software issues and improve workflow efficiency.
• Participate in the development and implementation of policies, procedures, and protocols related to crisis response and documentation.
• Maintain liaison relationships with internal departments, community partners, and provider leadership to address service delivery concerns.
• Collect and analyze data on hotline operations and prepare reports for the Manager and other stakeholders.
• Aid in scheduling, shift assignments, and reallocation of staff to ensure adequate coverage.
• Provide staff coverage in the absence of essential personnel and participate in rotational on-call support for high-risk calls.
• Ensure staff understand performance expectations and are held accountable for professional practice and documentation standards.
• Facilitate internal communication and promote staff engagement and satisfaction.
• Participate in internal and external committees focused on safety, crisis services, and suicide prevention.

Job Requirements and Qualifications

• Education: Master’s degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice).
• Training Requirements:
• Licenses, Programs, or Certificates:
• Clinical License
• Certification in crisis intervention or trauma-informed care
• BLS (Basic Life Support) and First Aid certification must be obtained after hire and prior to providing direct services.
• Recipient Right’s Completion of agency-specific onboarding and crisis intervention training.
• Ongoing professional development in trauma-informed care and recovery coaching.
• Experience Requirements:
• Minimum of 3-5 years of experience in mental health services or crisis intervention.
• 1-2 years in a supervisory role preferred.
• Flexibility to work varied hours, including evenings and weekends.

Job Specific Competencies/Skills

• Strong clinical judgment
• Strong organizational skills
• Strong leadership and problem-solving skills
• Data analysis
• Strategic planning
• Strong written and oral communication
• De-escalation and conflict resolution
• Clinical knowledge of mental health and suicide prevention
• Strong time management
• Ability to manage complex systems and sensitive situations with professionalism and compassion
• Proficiency in using electronic health records (EHR) systems
• Bilingual or multilingual abilities
• Ability to work independently and as part of a team
• Excellent organizational and time-management skills
• Ability to remain calm and focused under pressure
• Empathy and strong ethical standards
• Good documentation and record-keeping skills
• Knowledge Requirements:
• HIPPA
• Microsoft 365
• Recipient Right’s Mental Health Code
• Medicaid Manual
• Oakland Community Health Network’s Core Competencies