Crisis Call Center Supervisor
4 weeks ago
Summary/objective
Under the supervision of the Crisis Program Manager, the Call Center Supervisor will lead the crisis call center clinicians and provide guidance related to call center calls involving at-risk youth, call center tasks, staffing concerns, and/or technology concerns in the 24/7 crisis call center. Additionally, the Call Center Supervisor will manage data collection for the crisis program, oversee completion of case management duties and successful triage and dispatch of crisis calls into the crisis hotline, and provide supervision and management of call center employees. The incumbent is responsible for overseeing and supporting the needs of the 24 hour Mobile Response and Stabilization (MRSS) Call Center, case management duties, as well as providing guidance and assistance in situations that require further direction from leadership. This position includes after-hours on-call responsibilities.
Essential functions:
Call Center Operations
- Train and provide feedback to call center clinicians to maintain the safety of children and youth in the community who may be at risk of suicide or harm to others
- Maintain high levels of teamwork with effective communication to facilitate the needs of callers and crisis clinicians who require assistance
- Implement and oversee structures to organize flow of information from callers to crisis clinicians to facilitate rapid community responses and to document these interactions
- Oversee call center technology and work with DGS’ IT department to identify and address concerns quickly to avoid disruption of crisis call center 24-hour operations.
- Maintain the call center as the primary hub of communication between those in need of crisis support and crisis clinicians as well as for the after-hours needs of other Delaware Guidance Services clinical programs
Case Management Oversight
- Oversee the support provided by call center clinicians to the MRSS team in the management of cases referred for assessments and follow-up services
- Ensure documentation is completed within appropriate time frames to meet the requirements of the MRSS contract
- Oversee and coordinate completion of satisfaction surveys and other quality assurance measures in support of the crisis program
- Maintain complete, accurate and timely documentation
Supervisory Duties
- Provide support and guidance related to challenging or high-risk callers, staffing issues, technology issues, or other challenges as needed
- Participate in an on-call rotation with Call Center Team Lead to support call center staff 24 hours a day
- Enter clinical and administrative data
- Develop and maintain programmatic needs and outcome studies
General Responsibilities
- Uphold professional and best practice standards in line with crisis call centers and the mission of the organization
- Maintain a quality code of conduct, ethics and professionalism
- Provide goal-directed and team-oriented services
- Communicate effectively and professionally with all stakeholders
Competencies/ Capabilities:
- Reliability & Flexibility
- Customer Service
- Written and Verbal Communication
- Collaboration and Teamwork
- Leadership Skills
Supervisory responsibilities: Oversight of all call center/case management responsibilities, leadership of the team, on-call rotation for non-clinical emergencies.
Work environment: Call center, Office-based, Lewes, Delaware
Physical demands: Prolonged periods of sitting at a desk and working on a computer, Must be able to lift up to 15 pounds at times
Travel required: None
Minimum qualification:
- Bachelor’s degree required from an accredited school in the Human Services field
- Minimum of 2 years supervisory experience
Preferred qualification:
- Master’s degree preferred from an accredited school in the Human Services field
EEO: Delaware Guidance Services is an Equal Opportunity Employer, Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Other duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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