Frontline Crisis Intervention Team Leader

1 week ago


LuthervilleTimonium, United States The Affiliated Sante Group Full time

Job Responsibilities:

  • Develop, approve, and monitor Call Center work schedules to ensure all shifts are covered 24/7, 365.
  • Supervise and train Team Lead positions in the Call Center.
  • Fulfill Phone Counselor shifts as needed.
  • Be available for on-call duties regarding scheduling/administrative concerns.
  • Provide administrative supervision to Call Center staff to ensure all requirements are met.
  • Review Call Center cases and ensure accurate documentation and follow-up.
  • Ensure thorough and timely documentation of all calls.
  • Interview Call Center staff and onboard new hires.
  • Serve as a liaison between management and Call Center staff.
  • Communicate GBRICS policies, procedures, and updates effectively.
  • Hold regular meetings with Team Leads to address issues or implement new policies.
  • Facilitate communication with GBRICS managers and the MRT Director.
  • Identify cross-program concerns between the Call Center and MRT, working with management to develop solutions.
  • Assist with record releases per client/agency request.
  • Check work email according to agency protocol.
  • Participate in required training.
  • Familiarize yourself with community resources, both mental health and non-mental health.
  • Engage in ongoing program database development.
  • Conduct environmental risk and safety assessments, relaying information to MCT/patrol as necessary.
  • Complete tasks related to each case during each shift worked.
  • Seek consultation with available supervisors when needed.
  • Acknowledge confidentiality and reporting regulations.
  • Comply with contractual and operational guidelines as outlined by your manager.
  • Participate in community and company boards/committees as needed.
  • Advise Clinical Management of needed updates to procedures, policies, and documentation.


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