Crisis Call Center Day Program Supervisor

Title: Crisis Call Center Day Program Supervisor

Reports to: CCC Program Manager/Director of Clinical Operations

Job Objectives: Under the direction of the Crisis Call Center Program

Manager/Director of Clinical Operations, assist with the oversight of the Crisis Call Center Counselors (Counselors and Clinical 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 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 direct, 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.

· Oversight of the Text4Teens services.

· Responsible for monitoring and/or completing required data collection, 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 Clinical Counselors and Counselors experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary.

· Initiate debriefing sessions with Crisis Call Center Clinical Counselors, Counselors, and volunteers/interns after they have taken a difficult call, text or when they need additional support.

· Assist with oversight of the Crisis Call Center resource directories.

· Provide availability for one on call week per month.

· 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 and Talent and Training Supervisor 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.