crisis LINE sUPERVISOR
POSITION IN THE ORGANIZATION
First Level: CEO
Second Level: VP of Clinical Operations
Third Level: THIS POSITION
Fifth Level: Crisis Line Clinicians
LEVEL OF ACCOUNTABILITY, DECISION MAKING, AND JUDGEMENT
The Crisis Line Supervisor is responsible for supervision and direct quality assurance of Crisis Clinicians. This requires the ability to serve as an expert on call center clinical and operational protocols, manage personnel, as well as provide support and supervision regarding clinical situations. Also responsible for collaboration with clinical management and specialist staff for appropriate training, quality assurance, and customer/program modules for staff. The Crisis Line Supervisor assists the VP of Clinical Operations with daily operations and management of the crisis line.
In addition to supervision responsibilities, the Crisis Line Supervisor will provide direct telephonic service to callers who use our crisis line, as necessary.
PRIMARY PURPOSE OF THE JOB
The Crisis Line Supervisor is responsible for supervision and direct quality assurance of Crisis Clinicians. This requires the ability to manage personnel issues as well as provide support and consultation regarding clinical situations. Also responsible for developing and maintaining relevant training modules for staff. The Crisis Line Supervisor assists Call Center Operations Director with daily operations and management of the crisis line.
In addition to supervision responsibilities, the Crisis Line Supervisor will provide direct telephonic service to callers who use our crisis line, as necessary. That responsibility requiresrapid assessment of complex behavioral health situations, development and recommendation of clinically appropriate crisis interventions to be implemented with individual clients, their families, and a wide variety of community helpers, including law enforcement and EMS personnel.
Key areas of responsibility include but are not limited to the following:
RMCP Management Collaboration
- Participate in developing policies and procedures to ensure RMCP clinical practices are sustainable, ethical, and consistent
- Participate in program evaluation and research activities as it relates to overall agency performance and administrative operations
- Collaborate with training, program-specific, and quality assurance Clinical staff to provide Clinicians with comprehensive and focused call center protocols and goals
- Make appropriate recommendations for organizational improvement
- Maintain appropriate professional confidences
- Represent RMCP appropriately and ethically within the community and in interactions with external professional contacts; Demonstrate respect for cultural and individual differences.
- Maintain effective and respectful relationships with fellow managerial staff, especially fellow Crisis Line Supervisors.
Direct Supervision and Quality Assurance
- Provide in the moment supervision and support to crisis line clinicians
- Monitor crisis clinician calls and provide documentation reviews of clinical staff
- Assess and support the strengths, employee development, and personal growth of Crisis Clinicians.
- Help clinical staff, and all staff of RMCP, reduce and manage job-related stress.
- Provide a safe environment for staff to self-disclose, seek consultation, and appropriately address concerns.
- Facilitate clear thinking on ethical issues; require ethical behavior.
- Follow quality assurance protocol to monitor performance, identify areas of improvement, identify training opportunities and encourage professional development of crisis clinicians.
- Provide recommendations for quality improvement as it relates to telephonic crisis services.
- Consult with the VP of Clinical Operations and/or Administrative Services Director as needed regarding clinical and personnel issues.
- Provide required and necessary administrative and human resource paperwork in a timely manner, including but not limited to recruiting, training, timekeeping, performance management, and termination administrative documents.
- Participate in completion of periodic and annual performance evaluations for Crisis Line Clinicians; identify and support employee annual professional goals
Staffing, Recruiting, and Training
- Manage the 24/7 schedule and other day to day operations as identified, including the collection and approval of timesheets, overtime/emergency/holiday coverage, etc. Recommend staffing changes, as necessary.
- Collaborate with HR and Clinical Management staff to ensure that staffing models and recruiting activities speak to call center efficiency and meet the needs of anticipated and current workload needs.
- Review Clinician resumes, perform Clinician interviews, and participate accordingly in the hiring processes of Clinical staff.
- In cooperation with the VP of Clinical Operations, participate in the creation of training modules necessary to provide education to clinical staff to achieve expertise in each subject matter.
- Provide training as needed to clinical staff utilizing various effective teaching modalities.
- In collaboration with the VP of Clinical Operations and the Call Center Training Specialist, evaluate clinical staff training needs as well as effectiveness of training and education provided based on clinician performance.
- Receive incoming calls from clients, families, law enforcement, community helpers alongside Crisis Clinician staff – Demonstrate superlative abilities in all performance areas expected of Crisis Clinicians
- Function as a super-user for technical support tools (i.e. computer and phone systems)
- Assist Peer Specialists and the Support Line staff in their direct services
- Participate in “on call” rotation for clinical support to 24/7 operation.
- Correspond appropriately with referral contacts, community partner contacts, vendor contacts and customer contacts so as to represent RMCP in friendly, professional, and collegial relationships.
Rocky Mountain Crisis Partners is strongly committed to maintaining a diverse multicultural staff and encourages applications from all qualified candidates, including applicants who may self-identify as having experienced symptoms of mental illness or substance abuse.
- Licensed as an LCSW, LPC, LMFT, or Psychologist in the State of Colorado. (Non-licensed candidates may be considered contingent on a commitment to obtain a Colorado license within an agreed-upon time period.)
- Training and at least three years experience in clinical assessment, crisis intervention, treatment planning and treatment using a variety of methods.
- Experience in telephonic crisis management and call center environment.
- Training and experience in providing mental health related educational material to mental health professionals.
- Demonstrated experience in direct supervision and management of mental health professionals.
- Ability to exercise excellent independent clinical judgment with minimal direct supervision.
- Excellent oral and written communication skills, and familiarity with computer use.
- Comprehensive knowledge of substance abuse, mental health, and recovery issues and principles.
- Eagerness for professional and personal growth opportunities.
Preferred candidates will also possess the following:
- Knowledge of and experience in the mental health and substance abuse treatment systems in Colorado.
- Knowledge of and experience in RMCP clinical and operational protocols.
- Credentials as a CAC or LAC.
- Post-master’s degree experience in providing emergency mental health services.
- Bilingual skills
- Cultural competence in working with people various descent, impairment, and demographic populations.
These positions require the ability to engage in phone conversations and internal meetings. Incumbents must be able to sit for extended periods and have the ability to move about the office by walking or with adaptive equipment. Fine motor skills are required to operate computers, telephones, and other standard office equipment.
Incumbents must have the cognitive ability to correctly interpret speech and written materials in English, use simple arithmetic, and create and use keywords to conduct successful Web-based searches.
RMCP is committed to providing an accessible workplace. Reasonable accommodations will be provided upon request.
ADVERSE WORKING CONDITIONS
In the Call Center:
- Work is conducted in a secure office setting.
- Crisis intervention work may produce stress. Training, professional supervision, and support is provided to help mitigate these effects.
This position is a full time position requiring physical presence in the office or other assigned locations 40 hours per week. Telecommuting is generally not possible for this position. The Crisis Line operates 24 hours a day, seven days a week. RMCP will make reasonable efforts to provide staff members with a stable, predictable individual work schedule in accord with individual preferences. All RMCP staff will be required, on occasion, to work outside of daytime business hours, including weekends, overnights and holidays.
Finalists for this position may be required to provide date of birth and Social Security numbers prior to employment for the purpose of background and criminal record checks. Any offers of employment are contingent on successful background and record checks.
WE ARE COMMITTED TO PRINCIPLES OF EQUAL EMPLOYMENT OPPORTUNITY
RMCP is dedicated to the principles of equal employment opportunity. RMCP prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, national origin, sex, marital status, religion, disability, military/veteran status, sexual orientation (including transgender status), genetic information, or any other applicable status protected by state or local law. RMCP is committed to making employment decisions based on valid job-related requirements.
APPLY ONLINE ONLY. APPLICATION DEADLINE IS APRIL 19TH 5PM.
To be considered for the position, click here.
Please do not phone or send application materials by U.S. Mail.