988 Crisis Line Supervisor

4 days ago

Columbia, United States Grassroots Crisis Intervention Full time

**Job description**

**Position Summary**: The primary goal of the 988 Crisis Hotline Supervisor position is to provide oversight of call center operations during scheduled shifts. The 988 Crisis Supervisor is responsible for ensuring that call center operations are flowing, and policies are followed. The Supervisor will provide regular updates to the call center manager/director. The Care Control Supervisor is responsible for the overall functioning of the Care Control Program, including individual supervision of all 988 Crisis Counselors. This program provides emotional support to individuals utilizing crisis services, to include crisis intervention and resources to all callers and walk-ins. Position involves answering multiple crisis line calls (including the National Suicide Prevention Lifeline, Maryland Helpline, 211 Health Check, Howard County Homeless Services local line, and others), providing crisis counseling to walk-in clients, and conducting housing assessments for eviction prevention and shelter requests. Grassroots is a 24/7 Crisis Program. The supervisor will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match callers and walk-ins with needed information. Supervisor provides supervision and support to Care control specialists, to include monitoring of all calls and walk-ins. This is an on-site position. A high emphasis is placed on quality assurance for this role. This Supervisor serves as the point person and decision-maker, ensuring that the staff on shift operate as an effective team.
- **Shifts available**:_

Sunday - Thursday 8am - 4pm

Sunday - Thursday 4pm - 12am

Wednesday - Sunday 4pm - 12am

**Primary Responsibilities**:

- Ability to work in a highly stressful environment that deals with frequent suicidal callers.
- Assesses each caller’s presenting problem, support systems, coping skills, and level of emergency to determine appropriate intervention.
- Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
- Ensure that call center operations during scheduled shifts are flowing.
- Consult with staff who need additional support.
- Provide daily updates to the call center manager/director.
- Ensure that shift is properly stocked with the needed supply (paper, pens, markers, etc.) and consult with the call center manager.
- Review documentation, call logs, and client board for errors.
- Completes all shift-to-shift communication forms, for effective transfer of information between shifts.
- Assist with any immediate issues that arise in the call center. Comply with the GBRICS Crisis Standards in providing services to the community.
- Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
- Participate in regularly scheduled supervision and debriefing sessions as appropriate.
- If self-identified as a peer, participate in regular peer support sessions.
- Comply with the organization’s Secondary Trauma Prevention policy.
- Adhere to annual training requirements.
- Provides supervision to Care control specialists and ensures appropriate intervention for all callers and walk-ins, including but not limited to:

- An assessment of each caller and visitor to determine the appropriate means of intervention.
- Risk assessment, safety planning, de-escalation, and follow-up with callers and walk-ins.
- Positive rapport-building and crisis intervention with a wide range of callers and walk-ins.
- Familiarity with resources and providing information and referral to walk-ins as appropriate.
- Responds to crisis callers and walk-ins as needed to support Care Control Specialists on shift.
- Ensures that thorough documentation is completed for all crisis callers and walk-ins.
- Ensures that the program meets all quality and quantity outcome metrics.
- Provides daily ongoing monitoring of calls to ensure quality. The expectation is for Care Control Specialists to score a minimum of 75% on the quality evaluation.
- Conducts weekly individual supervision sessions with Care Control Specialists.
- Completes weekly quality assurance report with Care Control Specialists
- Completes performance evaluations and yearly reviews.
- Provides training to new Care Control Specialists.
- Completes monthly Lifeline/Vibrant QA/QI reports as needed.
- Meets with Crisis Program Manager and Assistant Director of Crisis Services regularly to discuss program operations, concerns, and potential improvements.
- Ability to work independently with confidence, as well as lead a team of professionals.
- Consistently adheres to Care Control center program policies, procedures, and schedule based upon call center needs.
- Arrives to shift on time and properly attired.
- Must be mature, empathetic, flexible, and adaptable to varying situations and coverage ne

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