Shift Supervisor - Crisis Division - Full-Time

Shift Supervisor – Crisis Division

Position Summary

The Crisis Division Shift Supervisor is responsible for providing on-site leadership and administrative oversight during evening and/or night shift across all components of the crisis continuum, including the Crisis Diversion Center, Crisis Receiving and Stabilization Unit, and Mobile Crisis Teams. This role ensures effective shift operations, real-time problem solving and incident response, and staff support in alignment with trauma-informed, recovery-oriented care standards. The shift supervisor serves as the highest-ranking staff member on site during their assigned shift and plays a critical role in maintaining safety, service quality, and continuity of care during evening and/or night shifts.

Essential Duties/Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Provide direct supervision and performance management for designated Crisis Division staff on-shift.
• Lead shift operations by coordinating staff assignments, maintaining shift coverage, and ensuring effective service delivery across all crisis services.
• Provide real-time leadership during incidents and escalated situations, including behavioral health crisis, safety concerns, or staffing issues.
• Conduct shift handoffs and communicate key updates to incoming supervisors and the Program Manager.
• Review and monitor documentation for accuracy, completeness, and compliance with clinical and organizational standards.
• Support onboarding, orientation and training for new staff, including shift-specific procedures, safety protocols, and team expectations.
• Deliver on-the-job training, coaching, and guidance to ensure staff competency in crisis response, documentation, and consumer care.
• Ensure adherence to trauma-informed care principles, organizational policies, and regulatory requirements throughout the shift.
• Monitor staff performance and intervene or escalate concerns to the Program Manager, as needed.
• Foster a collaborative and professional team environment that promotes consumer safety, dignity, and respect.
• Promote professional development and staff wellness through coaching, supervision, and feedback for staff on shift.
• Monitor daily staffing needs, schedules, and assignments to ensure continuous coverage and role clarity for all crisis services.
• Work with internal departments including the inpatient unit, clinical division, medical division, and administrative teams to ensure integrated and coordinated consumer care.
• Develop a thorough understanding of, and be able to perform, all core responsibilities of the staff they supervise to the extent permitted by their credentials and licensure, if applicable. Where licensure or certification is required for specific duties, the shift supervisor is expected to demonstrate a working knowledge and oversight capability, even if direct performance is restricted.
• Participate in on-call rotation, as necessary, to assist in ensuring 24/7 operational coverage and leadership presence across all shifts.
• Attend meetings with supervisees, Program Manager, and Crisis Division management, etc. regularly to exchange information, collaborate on departmental needs, and provide and receive supervision.
• Perform various clerical tasks including but not limited to routine correspondence, reports, answering telephone calls, ensuring appropriate scheduling and billing of services, and responding to routine inquiries.
• Demonstrate competent use of EMR
• Perform all other duties as assigned.
  
  

Supervisory Responsibilities

The shift supervisor provides direct supervision and leadership to all staff working in the crisis division during the assigned shift which includes a multidisciplinary team that may include nursing personnel, care coordinators, peer support professionals, healthcare technicians, and crisis diversion specialists. This includes coordinating daily responsibilities, monitoring workflow, ensuring appropriate responses to clinical and operational issues that arise. This position serves as the immediate resource for staff questions, consumer concerns, and emergent situations, providing guidance, accountability, and support in real-time.

In collaboration with the Program Manager, the shift supervisor is responsible for onboarding new team members, facilitating training, and identifying performance or competency gaps. They promote a team-oriented, trauma-informed culture that aligns with the mission of Hamilton Center, Inc. and the standards of CCBHC. By ensuring effective oversight and staff support after hours, the shift supervisor plays a critical role in maintaining consistent, high-quality care across a 24/7 system.

Minimum Qualifications/Requirements

• Bachelor’s degree in human services or related field, or equivalent work experience.
• At least 2 years of working in behavioral health or related field, crisis intervention experience preferred
• Management or shift lead experience preferred
• Excellent written and verbal skills
• Ability to maintain professional rapport with consumers that are in crisis and connected support systems, including relatives and community partners.
• Willingness to use personal transportation in work capacity
• Skills in gathering, analyzing, and interpreting information
• Strong problem-solving and time management skills
• Customer-focused philosophy of doing business
• Excellent interpersonal and communication skills
• Excellent organizational skills to prioritize workload and coordinate activities with others
• Knowledge of computers, Microsoft programs and working with the internet to conduct research.
  
  
  

Certificates, Licenses, Registration

• Maintain American Red Cross CPR and First Aid certifications
• Maintain Crisis Prevention Intervention (CPI) certification
• Maintain a valid driver’s license in accordance with HCI motor vehicle policy.
  
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift 50 pounds
• Prolonged periods of sitting at desk, standing at events, and driving within service area
• Frequent lifting and setting up for events
• Prolonged periods of working on the computer – typing, reviewing, designing, etc.
  
  
  

Work Environment

Work may cause emotional stress involving working with individuals who are often distraught and unpredictable, requiring decisions relative to danger and suicide potential, competency and/or reality contact. Work is normally performed in a comfortable physical environment with a scheduled daily regimen with steady time pressure, multifaceted tasks, and ongoing interruptions.

• Fast-paced clinical setting with exposure to high-acuity situations
• Requires flexibility in schedule to support staff across shifts or during emergencies.
• Must be able to respond in person, virtually, or via phone during incidents, as needed.