Supervisor, Office of Crisis Services

Job Description

The Office of Crisis Services is responsible for a portfolio of contracted services and special projects that involve close coordination with other City and State agencies, including Mobile Crisis and Crisis Respite. Without someone in this position will be lack of oversight, poses a risk to individuals in crisis, potentially leading to subpar services under the auspices of the NYC Department of Health and Mental Hygiene.

The supervisor of Crisis Services and NYC 988 will directly supervise Quality Analysts Program Specialists. In this role, the supervisor will conduct rigorous evaluations of incoming contacts, including calls, texts, and chats, from individuals experiencing mental health crises or seeking mental health support. Drawing upon their expertise in call center operations, as well as their analytical and clinical skills, the manager will meticulously review these contacts to ensure compliance with program policies, as well as local, state, and federal regulations. Additionally, the supervisor will analyze each interaction to establish effective communication and support protocols.

Job Duties and Responsibilities:

- Measure and oversee the application of quality assurance standards for NYC 988 Crisis call center and other assigned programs.
- Assign, supervise and monitor the daily activities of NYC 988 activities on site at the call center.
- Be responsible for instituting a continuous audit process by utilizing a standardized tool to assess a statistically representative sample of inbound and outbound contacts (including calls, texts, and chats). Your duties also include compiling audit findings, devising corrective action plans, and overseeing their implementation for NYC 988 and other relevant programs under the purview of the Crisis Services office.
- Review site visits reports and identify key performance issues for programs in the Office of Crisis Services.
- Work closely with the DOHMH Program Consultant, the NYC 988 quality assurance team, and the Director of Crisis Services to conduct thorough reviews and report any identified service quality issues. Offer technical assistance and implement corrective actions as necessary to enhance service delivery and ensure optimal quality standards are maintained.
- Possess strong clinical expertise to effectively assess and discern whether referred services align with the unique needs of each individual.
- Demonstrate proficiency and in-depth understanding of call center operations, analytics, and specifically the nuances of 988 services.

Preferred Skills:
- At least 3 years of experience in behavioral health program management or direct behavioral health service delivery
- At least 2 years of experience in monitoring contracted behavioral health or social services.
- Excellent interpersonal, oral and written communication skills;
- Ability to analyze and present data to groups and individuals
- Experience with performance management;
- Excellent time management, attention to detail, and organizational skills required.
- Strong computer and data management skills, including proficiency with Word, Excel and Power Point.
- NYS Licensed Social Workers, Licensed Mental Health Counselors, and/or Licensed Psychologists.

Why you should work for us:

- Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/)
- Benefits: City employees are entitled to unmatched benefits such as:
o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
o a public sector defined benefit pension plan with steady monthly payments in retirement.
o a tax-deferred savings program and
o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
- Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
- Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal