Job description

Position Summary: The primary goal of the 988 Crisis Hotline Supervisor position is to provide oversight of call center operations during scheduled shifts. The 988 Crisis Supervisor is responsible for ensuring that call center operations are flowing, and policies are followed. The Supervisor will provide regular updates to the call center manager/director. The Care Control Supervisor is responsible for the overall functioning of the Care Control Program, including individual supervision of all 988 Crisis Counselors. This program provides emotional support to individuals utilizing crisis services, to include crisis intervention and resources to all callers and walk-ins. Position involves answering multiple crisis line calls (including the National Suicide Prevention Lifeline, Maryland Helpline, 211 Health Check, Howard County Homeless Services local line, and others), providing crisis counseling to walk-in clients, and conducting housing assessments for eviction prevention and shelter requests. Grassroots is a 24/7 Crisis Program. The supervisor will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match callers and walk-ins with needed information. Supervisor provides supervision and support to Care control specialists, to include monitoring of all calls and walk-ins. This is an on-site position. A high emphasis is placed on quality assurance for this role. This Supervisor serves as the point person and decision-maker, ensuring that the staff on shift operate as an effective team.

Shifts available:

Sunday - Thursday 8am - 4pm

Sunday - Thursday 4pm - 12am

Wednesday - Sunday 4pm - 12am

Tuesday - Saturday 12am - 8am

Primary Responsibilities:

• Ability to work in a highly stressful environment that deals with frequent suicidal callers.
• Assesses each caller’s presenting problem, support systems, coping skills, and level of emergency to determine appropriate intervention.
• Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
• Ensure that call center operations during scheduled shifts are flowing.
• Consult with staff who need additional support.
• Provide daily updates to the call center manager/director.
• Ensure that shift is properly stocked with the needed supply (paper, pens, markers, etc.) and consult with the call center manager.
• Review documentation, call logs, and client board for errors.
• Completes all shift-to-shift communication forms, for effective transfer of information between shifts.
• Assist with any immediate issues that arise in the call center. Comply with the GBRICS Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
• Participate in regularly scheduled supervision and debriefing sessions as appropriate.
• If self-identified as a peer, participate in regular peer support sessions.
• Comply with the organization’s Secondary Trauma Prevention policy.
• Adhere to annual training requirements.
• Provides supervision to Care control specialists and ensures appropriate intervention for all callers and walk-ins, including but not limited to:
• An assessment of each caller and visitor to determine the appropriate means of intervention.
• Risk assessment, safety planning, de-escalation, and follow-up with callers and walk-ins.
• Positive rapport-building and crisis intervention with a wide range of callers and walk-ins.
• Appropriate intervention with suicidal callers and walk-ins including making an assessment and taking appropriate action, as well coordinating with emergency responders when active rescue is required.
• Familiarity with resources and providing information and referral to walk-ins as appropriate.
• Responds to crisis callers and walk-ins as needed to support Care Control Specialists on shift.
• Ensures that thorough documentation is completed for all crisis callers and walk-ins.
• Ensures that the program meets all quality and quantity outcome metrics.
• Provides daily ongoing monitoring of calls to ensure quality. The expectation is for Care Control Specialists to score a minimum of 75% on the quality evaluation.
• Conducts weekly individual supervision sessions with Care Control Specialists.
• Completes weekly quality assurance report with Care Control Specialists
• Completes performance evaluations and yearly reviews.
• Provides training to new Care Control Specialists.
• Completes monthly Lifeline/Vibrant QA/QI reports as needed.
• Meets with Crisis Program Manager and Assistant Director of Crisis Services regularly to discuss program operations, concerns, and potential improvements.
• Ability to work independently with confidence, as well as lead a team of professionals.
• Consistently adheres to Care Control center program policies, procedures, and schedule based upon call center needs.
• Arrives to shift on time and properly attired.
• Must be mature, empathetic, flexible, and adaptable to varying situations and coverage needs.
• Participates in a brief meeting at the beginning of the shift to review shift business including status of EOS, expected walk-ins, alerts, etc.
• Acts as a liaison between Care Control Center and other crisis programs, such as Shelter, Cold Weather Shelter, Code Blue Staff, Day Resource Center, Springboard, etc.
• Assures that the lobby, counseling and open EOS rooms are clean. If the rooms are not clean, the care control supervisor will clean the space.
• Assures that the Care Control Operations Room is properly stocked with copies of paperwork, linens, toiletries, etc. If supplies are running low, the care control specialists will restock the room.
• Responsible for ensuring that the Care Control Operations Room is in clean and organized condition for the incoming shift.
• Assist in training new Care Control staff.
• Meet with Crisis Program Manager regularly to discuss program operations, concerns, and potential improvements.
• Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
• Other duties as requested and required.

Secondary Responsibilities:

• Attends community events as needed.
• Responds to major community events and provides debriefing/support as needed.
• Other duties as assigned, required, or needed.

Agency-wide Responsibilities:

• Reads 100% of all email communications and responds to emails in a timely manner prior or during their shifts.
• Participates in supervision, in-service training, and staff meetings.
• Maintains good working relationships with co-workers and positively contributes to group morale.
• Completes all administrative duties including time sheets, leave requests, etc. on time.
• Uses appropriate channels of communication to resolve conflicts with other staff.
• Interacts with staff, clients, and walk-ins in a professional and courteous manner.

Education and Experience:

• Bachelor’s Degree from an accredited school with a minimum of 120 college credits in Social Work or mental health related field.
• 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention
• Call center and behavioral health supervisory experience required.
• Knowledge of data systems and programs such as excel.
• Computer skills with various software – Microsoft Products proficient skills required.
• Crisis Worker Certification preferred. Requirement to complete Crisis Worker Certification within 12 months of hire.

Skills and Abilities:

• Excellent oral and written communication skills.
• Ability to function successfully in an environment requiring immediate response to urgent situations.
• Spontaneous supervision of staff in real-time.
• Knowledge of and familiarity with local and statewide community resources.
• Analytical and problem-solving skills.
• Computer skills with various software and the internet.

Work Conditions:

• Share office space with Control Specialists.
• Works generally in a well-lighted and ventilated office environment with standard office supplies and/or equipment (desk, chairs, telephone, computers). Also, works in the community to meet with service providers and clients.
• Holiday and Evening coverage required. Depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations, potential exposure to aggressive encounters.
• Some walking, telephonic work, standing, climbing stairs and sitting required.
• Moderate walking, standing, climbing stairs, and sitting required. Moderate lifting up to 20Ibs.

Grassroots Rewards & Incentives:

Grassroots offers to pay 100% of the expenses for its Full-time employees wishing to take advantage in the following areas:

• Licensure and/or Renewal (ex. Clinical, Nursing, Medical, etc.)
• CEUs
• Professional Trainings and/or Conferences
• Field Certifications
• Instant wage increases for certifications achieved while employed.
• $250 Hiring Bonus for full completion of Onboarding and HR trainings.
• $500 Retention Bonus
• Small Loan Option at 0% Interest for 1 year

All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency’s 3-month probationary period, performance metrics, and/or signed agreements prior to registration and authorization by Grassroots leadership. All bonuses are subject to completion for all required HR and programmatic training.

Job Type: Full-time

Pay: $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 403(b) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Patient demographics:

• Adolescents
• Adults
• Older adults

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift
• Overnight shift

Education:

• Bachelor's (Required)

Experience:

• Supervising: 1 year (Required)
• Behavioral health: 1 year (Preferred)
• Mental health counseling: 1 year (Preferred)
• Crisis intervention: 1 year (Required)
• Crisis management: 1 year (Required)
• Suicide Prevention: 1 year (Required)
• Customer support: 1 year (Required)

Ability to Commute:

• Columbia, MD 21045 (Required)

Ability to Relocate:

• Columbia, MD 21045: Relocate before starting work (Required)

Work Location: In person