Clinical Supervisor – Crisis Call Center

CLASSIFICATION TITLE:

Clinical Supervisor – Crisis Call Center

SALARY:

$70,399.42 - $91,055.76

DEPARTMENT:

Community Mental Health

Opening Date:

03/03/2025

Closing Date:

03/15/2025 12:00 a.m.

FLSA STATUS: Non-exempt – Overtime pursuant to Human Resources and Labor Relations Policy

EMPLOYMENT RELATIONSHIP: Just cause subject to probationary period

GENERAL SUMMARY

Under direction, provides direct and indirect clinical services to callers served by the Macomb County Crisis Line/988, their families and designated others. Supervises staff members and performs leadership roles as assigned. Assures proper twenty-hour coverage of the crisis line, including monitoring and adjusting staffing as needed based on call volume. Implements program components, participates in developing and implementing program outcomes and evaluations, monitors and collects data and develops statistical reports. Teaches clinical methods and assists with day-to-day program functioning.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Maintains up-to-date crisis center operational manuals & procedures to align with best practices.

Is an active participant in the Phone Crisis Center Accreditation processes including Commission on Accreditation of Rehabilitation Facilities (CARF) and American Association of Suicidology (AAS).

Performs advocacy services and mobilization of community resources.

Represents MCCMH (Macomb County Community Mental Health) and the Crisis Center in various community forums, including the Macomb County Suicide Prevention Coalition and other organizations.

Manages and supervises the daily operations of the Crisis Center, coordinates with community organizations, 911/Public Safety Access Point (PSAP) regarding 988/crisis calls.

Participates in Crisis Call Center work groups (state level), Vibrant (988) workgroups, and 988/911 operational workgroups.

Participates in research and program evaluations, monitors record keeping, collects and develops statistics related to program outcomes.

Provides supervision to call center staff or call takers including team member orientation, bi-weekly or monthly supervision meetings, performance reviews, case consultations, record reviews, call monitoring, and monthly team meetings.

Assigns and monitors training and simulations in the Vibrant Lifeline Learning Portal.

Provides debriefings to crisis center workers following any critical call involving loss of life, rescues or other identified needs.

Must be available to work flexible hours. Provides emergency on-call telephone support to all crisis center workers (24/7), weekends and holidays as necessary.

Reviews clinical staff documentation for accuracy and timeliness.

Maintains clinical and administrative record keeping.

Acts as a liaison with other MCCMH direct and contract service providers, Integrated Care Organizations (ICO's), Managed Care Providers, and community agencies with the intent of ensuring prompt and appropriate coordination of health services.

Operates an automobile to perform assigned job functions.

Performs related duties as assigned.

QUALIFICATIONS

Required Education and Experience

• Master’s degree from an accredited college or university in Social Work, Counseling, or Doctorate in Psychology, or a directly related mental health field

• Three (3) years of experience as a professional staff member in a community mental health setting

Preferred Education and Experience

• Experience as a supervisor of professional staff in a behavioral health setting

• Five (5) years of experience as a professional staff member in a community mental health setting

Required Licenses or Certifications

• Licensed Master Social Worker (LMSW), Licensed Professional Counselor (LPC), Limited Licensed Psychologist (LLP), or Licensed Psychologist (LP)

• Possession of required state licensure appropriate to position and ability to meet privileging and credentialing guidelines

• Possession of a valid Michigan driver’s license and operable, insured automobile for authorized travel

Preferred Licenses or Certifications

• CAADC-Certified Advanced Addiction Counselor and/or CAC-Certified Addiction Counselor

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Crisis intervention practices

• Call center process

• Applicable computer applications