Crisis Call Center Supervisor

1 week ago

Middletown, United States Mental Health Association Full time
Job Title: Crisis Call Center Supervisor

Job Summary:

The Crisis Call Center Supervisor is responsible for providing direct administrative supervision to Crisis Call Center counselors and overseeing the delivery of Text4Teens services during the weekend. This role requires a strong understanding of crisis management, intervention, and assessment, as well as excellent communication and interpersonal skills.

Key Responsibilities:

  • Provide supervision with weekday evening staff counselors, including monthly supervisions and annual reviews.
  • Provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with the Crisis Call Center Program Manager.
  • Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions during weeknight shifts.
  • Answer crisis calls while maintaining clinical service levels.
  • Provide real-time support to Crisis Call Center Counselors experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary.
  • Initiate a session for review with Crisis Call Center Counselors and volunteers/interns after they have taken a difficult call/text.
  • Assist with training new staff.
  • Ensure HIPAA laws and MHA confidentiality policies are followed.

Requirements:

  • Licensed Social Worker (LSW), Licensed Mental Health Counselor (LMHC) with corresponding experience, or ability to obtain license within 6 months of hire date.
  • Copy of NYS license to practice (LCSW, LMSW or LMHC) and current registration required by date of hire.
  • Three years-experience with the practice of assessment and/or psychotherapy, crisis management, intervention.
  • A minimum of 2 years of supervisory experience is preferred.
  • Exhibits supervisory skills through self-motivation, effective time management, and the ability to coordinate multiple tasks simultaneously.
  • Ability to work efficiently in a team setting, with collaborative partners in a high-paced environment.
  • Working knowledge of Motivational Interviewing and Strength-Based approaches.
  • Demonstrates outstanding interpersonal skills, marked by courtesy and empathy.
  • Knowledge of human service resources, that include, but are not limited to mental health, substance use, physical disabilities, physical health, and developmental disability resources in Orange County, New York.
  • Effective written and oral communication skills.
  • Ability to adapt and be flexible to changes in protocol and program needs.
  • Proficiency in Excel and Microsoft Word required.
  • Valid Driver's License and ability to drive with current driving record acceptable for agency insurance coverage.
  • Ensures HIPAA laws and MHA confidentiality policies are followed.
  • Bilingual Spanish/English preferred.

Terms of Employment/Benefits:

  • Position hours can be flexible, MHA has provided examples of this flexibility: part-time consists of onsite supervision of three evenings a week from 5p-10p, or full-time Monday-Friday 3p-11p. However, schedule may require irregular work hours due to the nature of operating 24 hours/7 days a week Crisis Call Center.
  • Locations: Emergency Service Center in Goshen (22 Wells Farm Road, Goshen, NY) and Mental Health Association in Orange County, Inc. in Middletown (73 James P. Kelly Way, Middletown, NY).

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