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Crisis Call Center Administrator

2 months ago

Detroit, United States Detroit Wayne Mental Health Authority Full time
Job DescriptionJob Description


Under the general supervision of the DWIHN Mobile Crisis Director, the Crisis Call Center Administrator provides oversight and monitoring of the DWIHN Crisis Call Center.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Monitors the Crisis Call Center activities at the Network to ensure compliance with established policies and procedures.
  • Supervises Crisis Call Center Staff.
  • Monitors and reports data regarding satisfaction, complaints, grievances and appeals activities.
  • Monitors Crisis Call Center contracts.
  • Performs quality analysis and quality improvement.
  • Oversees the tracking, trending, and reporting of client complaints, grievances and appeals processes.
  • Oversees the coordination of Satisfaction Survey activity to ensure timely reporting to Unit director and governing entities.
  • Oversees the coordination of the Annual Crisis Call Center’s internal and external review preparation activities.
  • Analyzes site review findings and makes applicable recommendation for plans of corrections.
  • Coordinates the timely submission and monitoring of plans of correction.
  • Collaborates on Customers Service Quality Improvement initiatives.
  • Participates on the Network’s quality improvement committees.
  • Schedules and coordinates Crisis Call Center contractor site reviews.
  • Maintains Crisis Call Centers quality improvement, monitoring and reporting evaluation tools.
  • Monitors, analyzes and provides monthly, quarterly and annual data performance reports.
  • Assists in the review, development and implementation of Crisis Call Center related policies and procedures to ensure compliance with federal, state and accrediting standards.
  • Utilizes MHWIN dispatch system to deploy mobile crisis teams.
  • Responds to crisis calls and referrals for mobile crisis deployment.
  • Completes triage to provide assessment of the individual’s need and to assess for suicide intervention.
  • Participates in agency and system staff meetings.
  • DWIHN Crisis Call Center operates 24/7, 365 days per year. Provides on call duties as needed which include but are not limited to carrying a Detroit Wayne Integrated Health Network issued cell phone and responding to calls.
  • Oversees monthly mobile crisis scheduling and call offs to ensure coverage on all shifts.
  • Performs related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES (KSA’s):

  • Knowledge of DWIHN policies, procedures, and operations.
  • Knowledge of the DWIHN provider network.
  • Knowledge of medical and behavioral health practices and terminology.
  • Knowledge of compliance standards.
  • Knowledge of MDHHS policies, rules, regulations and procedures.
  • Knowledge of Call Center Operations.
  • Knowledge of Call Center Management
  • Knowledge of Customer Service practices and principals.
  • Knowledge of Quality Management.
  • Knowledge of Behavioral Health Crisis practice and principles.
  • Knowledge of Suicide Hotline protocols, procedures, and requirements.
  • Knowledge of Customer Service practices and principles.
  • Knowledge of co-occurring and substance use treatment services.
  • Knowledge of documents / regulations that govern the provision of mental health services, e.g., Medicaid Manual Mental Health and Substance Abuse Chapter III, State Plan for Medicaid, Michigan Department of Health and Human Services Quality Plan, BBA requirements and the Mental Health Code.
  • Knowledge of the practices and principles of psychological, emotional, and sociological assessment and diagnosis.
  • Knowledge of the practices and principles of psychological, emotional, and sociological assessment and diagnosis.
  • Knowledge of clinical licensure in the State of Michigan.
  • Knowledge of statistical analysis.
  • Supervisory skills.
  • Management skills.
  • Leadership skills.
  • Training skills.
  • People management skills.
  • Project management skills.
  • Motivation skills.
  • Coaching skills.
  • Goal setting skills.
  • Planning skills.
  • Interviewing skills.
  • Corrective Action skills.
  • Computer skills.
  • Organizational skills.
  • Planning skills.
  • Time Management skills.
  • Decision Making skills.
  • Interpersonal Skills.
  • Customer Service Skills.
  • Communication skills.
  • Active Listening skills.
  • Multitasking skills.
  • Prioritizing skills.
  • Facilitation skills.
  • Coaching skills.
  • Teamwork Skills.
  • Computer skills
  • Ability to communicate orally.
  • Ability to communicate in writing.
  • Ability to work effectively with others.
  • Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
  • Judgement/Reasoning ability.

REQUIRED EDUCATION:

A Master’s Degree in Social Work, Psychology, Counseling, the Human Services, the Social Services or a related field

REQUIRED EXPERIENCE:

Five (5) years of professional experience in behavioral healthcare including at least (2) two years of experience in a community mental health setting and two years of experience in clinical practice.

AND

Two (2) years of full-time paid professional experience as a manager or supervisor providing access authorizations, utilization review, or crisis services for a Call Center or Customer Service Operation.

REQUIRED LICENSE(S).

A Valid State of Michigan clinical licensure:  LMSW, LMHC, LPC, LLP or PhD. 

(A limited license will be accepted).

Working Conditions

Work is usually performed in a home/office setting.

NOTE: The DWIHN Call Center is a 24/7 operation. Employees in the Call Center may be required to work one of three shifts (Days, Afternoons, Midnights) and weekends.

This description is not intended to be a complete statement of job content, rather to act as the essential functions performed. Management retains the discretion to add or change the position at any time.

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer