Crisis Call Center Evening & Overnight Program Supervisor

Reports to: CCC Program Manager/Director of Crisis Services 

Job Objectives: 

Under the direction of the Crisis Call Center Program Manager/Director of Crisis Services, assist with the oversight of the Crisis Call Center Counselors during their assigned shifts.  

In the absence of the Crisis Call Center Program Manager, the Program Supervisor serves as the on-site supervisor, provides direct administrative supervision to Crisis Call Center Counselors, and is responsible for overseeing the delivery of Text4Teens services. 

Perform duties while actively promoting an environment consistent with MHA’s Cultural Equity Policy and WELCOME Orange.

Responsibilities:

• Provide administrative and technical supervision to individuals answering the calls or texts (i.e. clinical counselor, counselor, per diem, and volunteers/interns). Provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with Crisis Call Center Program Manager.
• Provide supervision with 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.
• Oversight of the Text4Teens services. 
• Responsible for monitoring and/or completing required data collection, statistical, and program reports.
• Responsible for the general oversight of the Crisis Call Center during the Crisis Call Center Program Manager’s absence.
• Ensure compliance of staff, per diem and volunteers/interns during your shift to ensure program standards, policies, procedures, and guidelines are followed.
• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e., assist as part of a team in the overall management of call flow and Text4Teens).
• Answer crisis calls when needed.
• Provide “real time” support to Crisis Call Center Counselors experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary.
• Initiate debriefing sessions with Crisis Call Center Counselors, and volunteers/interns after they have taken a difficult call, text or when they need additional support.
• Oversight of the Crisis Call Center resource directories.
• Collaborate with Program Manager and Crisis Call Center Clinical Counselors and Counselors in de-escalation of caller contacts that warrant supervisory intervention (through coaching of crisis call center counselors and/or contact with caller).
• Complete weekly, monthly and quarterly reports and listen to call audio as indicated for quality improvement and operations to Program Manager.
• Assist with training new staff, volunteers/interns and provide on-going supervision/coaching during shift.
• Maintain responsibility for meeting service levels and maintaining efficient operations during assigned shift.
• Work with Program Manager to develop and ensure efficient dissemination of all core training requirements, policy and program changes and assist with implementation of new programs.
• Ensures HIPAA laws and MHA confidentiality policies are followed.

Other Duties:

• Duties outlined above are intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.
• Duties are subject to change based upon the final design/model of the Orange County Crisis Call Center.

Qualifications:

• 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. 
• OR Master’s in Social Work, Master’s in Mental Health Counseling, OR Masters in a related field, with: 
• Two years-experience with the practice of assessment and crisis management/intervention.
• Minimum of 2 years of supervisory experience required. 
• OR has bachelor’s degree working towards your master’s degree, with:
• Two years-experience with the practice of assessment and crisis management, intervention.
• Minimum of 3 years of supervisory experience required. 
• Superior supervisory skills as evidenced by being organized, self-motivated, effective time management and can coordinate multiple tasks simultaneously.
• Bilingual Spanish/English 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, 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 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.
• Valid Driver’s License and ability to drive with current driving record acceptable for agency insurance coverage.

Terms of employment / benefits:

• Option for Full-Time Non-Exempt employment:
• Forty (40) hours per week full time. Hiring for five (5) 8-hour shifts per week during various times between 3:00pm-3:00am with the flexibility to work 7:00pm-3:00am up to twice a week (Schedule will vary weekly to meet the demand of the center) Saturday through Friday with at least one (1) weekend overnight shift per month.
• Option for Part Time Non-Exempt employment:
• Twenty-Five (25) to thirty (31) hours per week. Hiring for five (5) 5-hour shifts per week during various times between 3:00pm-3:00am with the flexibility to work 7:00pm-3:00am up to twice a week (Schedule will vary weekly to meet the demand of the center) Saturday through Friday with at least one (1) weekend overnight shift per month.
• Schedule may require irregular work hours due to the nature of operating 24 hours/7 days a week Crisis Call Center and it is expected that you will work the holiday if it falls on your assigned shift. 
• 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.