Crisis Call Center Supervisor

4 hours ago

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

Join Mental Health Association in Orange County, Inc. as a Crisis Call Center Supervisor and play a vital role in promoting the mental health and emotional well-being of Orange County residents.

About the Role:

As a Crisis Call Center Supervisor, you will be responsible for overseeing the delivery of Text4Teens services during the weekend. You will provide direct administrative supervision to Crisis Call Center counselors, assist with the oversight of the Crisis Call Center Counselors during their assigned weekend shifts, and perform duties while actively promoting an environment consistent with MHA's Cultural Equity Policy and WELCOME Orange.

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 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.
  • Ensures HIPAA laws and MHA confidentiality policies are followed.
Requirements:

To be successful in this role, you will need:

  • Licensed Social Worker (LSW), OR 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:

Mental Health Association in Orange County, Inc. offers a competitive compensation package, including:

  • 27-29 Hourly Wage
  • 1 hour paid lunch for full-time employees
  • 4 Wellness Days annually for full-time employees
  • 14 Paid Holidays, including 1 Floating Holiday
  • 403(b) Plan with discretionary matching
  • Employee benefits include healthcare, vision, dental, health savings account, life insurance, cancer care plan, dependent care, and more
  • Numerous opportunities extended for staff development and career growth
  • Hybrid work schedule options for most positions
  • Diverse employment opportunities
  • Referral Program
  • Employee discount
  • Professional developmental assistance

Mental Health Association in Orange County, Inc. is an agency that understands that its workforce is vital to our community and the mission of our agency. We are committed to providing a supportive and inclusive work environment that promotes the mental health and emotional well-being of our staff and the community we serve.

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