Crisis Line Supervisor

Brief Description
The Harris Center for Mental Health and IDD
("The HARRIS CENTER") is looking for a
Crisis Line Supervisor
to join our team.

The crisis line supervisor position provides direct supervision for crisis line counselors in processes for hiring, annual evaluations, disciplinary actions and terminations, quality review, data review, communications, and training. The crisis line supervisor position will also be the primary Supervisor on Duty (SOD) to oversee the shift while they work, monitoring call volume, being available for consultation with staff, and backing up the phones when not serving as SOD. The crisis line supervisor will be ready and available for consultation to staff when needed. This position will also assist with all other duties as assigned.

The Crisis Line program answers for Harris County, as well as for 988 and for other LMHA crisis line centers in Texas.

The Crisis Call Diversion program answers for Houston 911 only and crisis line supervisors employed with this program report 100% in-person to the 911 center.

Your Role In Action

• Supervises crisis line counselors, conducts QA reviews, provides direct feedback and coaching, aiding in hiring, DA's, and terminations.
• Conducts annual evaluations for direct reports, developing goals for each of their direct reports in coordination with each staff member.
• Communicates any important updates to the team.
• Serves as primary Supervisor on Duty for consultation and debriefs during shift and monitoring daily call volume and crisis line counselor availability.
• Is available to provide support and guidance when a crisis line counselor requires assistance.
• Collects, organizes, and analyzes data reports from multiple sources to monitor and track program trends and outcomes.
• Maintains professional behavior and provides excellent customer service to Internal and external stakeholders.
• Represents the unit and the agency by providing unit-related presentations or consultations as needed at community engagement events.
• Performs related work as assigned. Adapts to changing work requirements. Complies with agency policies and procedures.
• Maintains flexibility to assist with supervisory coverage in a 24/7 365 work environment and assists as needed in disaster situations.

Education
What qualifications you will need:

• Bachelor's degree

Experience

• 3 years related experience required.
• Data entry and excel reporting experience required.

Knowledge, Skills & Abilities

• Ability to identify and offer solutions to resolve problems
• Effective time management and organizational skills
• Able to utilize basic Microsoft Office programs
• Ability to interpret and strategically utilize data
• Ability to type 40 words per minute
• Strong knowledge of Harris Center programs
• Strong knowledge of appropriate mental health and IDD community referrals
• Strong understanding of application of clinical skills in a telephonic setting.
• Critical Thinking, Detail Oriented, and Problem-Solving Skills
• Ability to navigate multiple computer systems/screens
• Comfortable with numbers and metrics

About Us
The Harris Center is the state-designated Local Mental Health Authority and Local Intellectual and Developmental Disability (IDD) Authority serving Harris County, Texas. As the largest behavioral and developmental disability care center in Texas, The Harris Center provides care to over 90,000 people and has an annual budget of over $300 million.

As part of its mission to transform the lives of people with behavioral health and IDD needs in the third largest county in the United States, The Harris Center provides a full continuum of services at 80 different sites across Harris County. In addition, services are provided in more than 40 different languages as well as sign language in order to better serve what is one of the largest communities in the nation.

By utilizing the unique expertise of its more than 2,500 employees, The Harris Center is committed to meeting the behavioral health and IDD needs of Harris County residents and giving them hope to live to their fullest potential.

What Else You Should Know
This posting is associated with position #10016

What We Have To Offer
The Harris Center not only offers a competitive salary but also a suite of excellent benefits designed to enrich your life both professionally and personally. Imagine a future with a robust retirement plan complemented by our generous company matching – a testament to our investment in your long-term financial well-being. Experience the unique advantage of our prior service credit, accelerating your journey towards a more substantial Paid Time Off accrual, empowering you to enjoy well-deserved breaks.

Enjoy Cell Phone Discounts, exclusive entertainment deals through Tickets at Work, and a free Headspace subscription for mental wellness. Additionally, our Employee Assistance Program supports your overall well-being.

Take advantage of significant financial relief through student loan forgiveness as a valued member of The Harris Center team. As a qualifying entity, our employees are eligible for various student loan forgiveness programs, designed to alleviate the financial burdens associated with higher education.

Contributes to suicide care and prevention by embracing our values and applying a trauma-informed approach rooted in safety, trust, choice, collaboration, and empowerment.