Clinical Supervisor of 911 (Hybrid)

Description

Position Title: Clinical Supervisor of 911/988 Diversion Team

Reports to: Director of 988 Crisis Services

Type: Full-Time, Non-Exempt

Wage: $40/hour

Location: Kent, WA & Hybrid

Schedule: Tuesday-Saturday: 10am-6pm.

This role will require the ability to be onsite at the 911 Valley Communications Center located in Kent, WA.

Clearance Requirements: This role requires the ability to pass a 911 CJIS Criminal Background Check and Fingerprinting for clearance at the 911 Valley Communications Center.

Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

Position Summary:

The Clinical Supervisor of 911/988 Diversion is responsible for the daily operations of the co-located 911/988 Suicide and Crisis Lifeline team. This position under supervision of the Clinical Director of 988 Crisis Services will participate in the expansion of our 988 team to include on-site coordination of a responsive, professional, multidisciplinary team working inside of a 911 Public Safety Answering Point (PSAP). The overall goal being the diversion of behavioral health calls from 911.

This hybrid role will include hiring and onboarding new staff, clinical training, daily operations oversight, and support in the implementation of new technologies.

The selected candidate must bring clinical expertise in the areas of crisis intervention, de-escalation, mental health, as well as clinical supervision. The Clinical Supervisor will oversee the delivery of services via phone, chat, and text; and will ensure that callers receive appropriate emotional support, and referrals to the appropriate level of care such as mobile crisis, designated crisis responders, and other mental health services.

This is what you’ll be doing:

SUPERVISOR RESPONSIBILITIES

• Ensures contract compliance including providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call and texting response.
• Maintains in-depth knowledge of staff functions to be able to fulfill those responsibilities in case of absence/vacancy.
• Supervises the staff of the assigned shift, to include MHP level staff, BA level staff, and entry level staff. Ensure staff receive supervision and call monitoring to adhere to the 988 Suicide and Crisis Lifeline operational best practices, guidelines, and operational requirements.
• Participates in interviewing and screening candidates for these positions.
• Provide quality assurance oversight to the 988 Suicide and Crisis Lifeline, which will include close monitoring and coaching of all staff on shift.
• Works as a member of the Crisis Connections leadership team to ensure efficient and effective integration with other Crisis Connections department programs.
• Maintain an accurate and up to date list of current employees, their FTE status, and schedule to ensure coverage needs are met.
• Conduct formal evaluations of all assigned staff.
• Ensures that all policies and procedures are followed by 988 staff.
• Ensures that shift culture is consistent with delivery of compas­sionate, respectful and professional services.

CALLER MANAGEMENT

• Assist 911 call takers and 911 supervisors in identifying appropriate calls for 988 transfers.
• Assist colocation staff in handling transferred 911 calls and engaging in least restrictive interventions whenever possible.
• Responsible for oversight and handling of 988 Suicide and Crisis Lifeline contacts, assessing for risk of harm, addictions, mental illness and ensuring that best clinical intervention practices are implemented.
• Ensure there are appropriate state-wide referrals and dispatches across WA State.
• Ensure there are appropriate phone, online chat, and/or SMS text crisis interventions to clients using 988.
• Ensures that all contacts are documented accurately and completely by the end of each shift.

KEY PERFORMANCE INDICATORS

Meets Call standards:

• Call Abandonment rate 5% or less.
• Call Answer Rate within 30 seconds 90% or higher.
• Staffing vacancy rate less than 5% for the 988 team.
• All Chat/Text metrics as assigned.
• Effectively evaluates team and individual performance through review of metrics and data to inte