Crisis Call Center Clinical Day Program Supervisor

4 hours ago

Middletown, New York, United States Mental Health Association Full time
Crisis Call Center Clinical Day Program Supervisor

Job Summary:

The Crisis Call Center Clinical Day Program Supervisor is responsible for providing clinical, administrative, and technical supervision to individuals answering crisis calls and texts. This role requires a licensed mental health professional with experience in crisis management, intervention, and supervision.

Key Responsibilities:

  • Provide clinical, administrative, and technical supervision to crisis call center staff
  • Oversight of Text4Teens services
  • Responsible for on-call coverage one week per month
  • Responsible for monitoring and completing required data collection, statistical, and program reports
  • Complete monthly Medicaid Managed Care billing as needed
  • Responsible for the general oversight of the crisis call center during the program manager's absence
  • Ensure compliance of staff with program standards, policies, procedures, and guidelines
  • Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions
  • Answer crisis calls while maintaining clinical service levels when needed
  • Provide real-time support to crisis call center staff experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary
  • Initiate debriefing sessions with crisis call center staff after they have taken a difficult call or text
  • Oversight of crisis call center resource directories
  • Collaborate with program manager and crisis call center staff in de-escalation of caller contacts that warrant supervisory intervention
  • Complete weekly, monthly, and quarterly reports and listen to call audio as indicated for quality improvement and operations
  • Assist with training new staff and provide ongoing supervision and coaching during shifts
  • Maintain responsibility for meeting service levels and maintaining efficient operations during assigned shifts
  • Work with program manager to develop and ensure efficient dissemination of all core training requirements, policy, and program changes

Requirements:

  • Licensed Master Social Worker (LMSW) or Licensed Mental Health Counselor (LMHC)
  • Copy of NYS license to practice (LMSW or LMHC) and current registration required by date of hire
  • Three years of experience with the practice of assessment and/or psychotherapy, crisis management, intervention
  • Minimum of 2-3 years of supervisory experience required
  • Superior supervisory skills as evidenced by being organized, self-motivated, effective time management, and able to coordinate multiple tasks simultaneously
  • Bilingual Spanish/English preferred
  • Understanding of 1115 Medicaid Waivers and procedures preferred
  • Courteous, empathic, and professional manner
  • Excellent interpersonal skills
  • Excellent tact and diplomacy
  • Ability to work efficiently in a team setting, with collaborative partners, and in a high-paced environment
  • Working knowledge of Motivational Interviewing and Strength-Based approaches
  • Knowledge of human service resources, including 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 maintain professional demeanor when handling crisis and ventilation contacts
  • Ability to exercise sound judgment under crisis situations and to abide by regulations regarding confidentiality
  • Efficiency with information-gathering, problem-solving, and conflict-resolution
  • Ability to adapt and be flexible to changes in protocol and program needs
  • Proficiency in Excel and Microsoft Word required
  • Experience with Electronic Health Record Program(s) required (preferably Footholds)
  • Valid Driver's License and ability to drive with current driving record acceptable for agency insurance coverage

Terms of Employment/Benefits:

  • Exempt
  • Forty (40) hours per week
  • Hiring for 10:00am-6:00pm (hours may vary to meet the demand of the center)
  • Monday thru Friday
  • 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)
  • Paid holidays, vacation, personal, and sick leave according to MHA policy
  • 40 hours of mandatory introductory crisis call center training required

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