Clinical Supervisor of 911 Diversion

Description

Position Title: 911 Clinical Supervisor (Day or After-hours)

Reports to: Director of 988 Crisis Services

Location: Hybrid/Seattle WA

Type: Full-Time, Non-Exempt

Wage: $43-$45/hour depending on experience. 

Schedule: Sunday - Thursday; Swing shift (4 pm - 12 am)

This role will mostly be remote with some potential for onsite work in the Seattle area along with some potential for onsite work at 911 Call Centers.

POSITION SUMMARY: The 911 Crisis Diversion Supervisor is responsible for the daily operations of the remote 911/211/988 Suicide and Crisis Lifeline team. This position under supervision of the 911 Crisis Diversion Manager will participate in the expansion of our 988 team to include coordination of a responsive, professional, multidisciplinary team working in collaboration with the 911 Public Safety Answering Point (PSAP). The program operates 24/7 and is designed to support individuals in real-time, responding to emergency and non-emergency crisis calls. This is a critical role in ensuring individuals in crisis are met with the appropriate care, reducing the need for police involvement and helping guide callers toward essential services.

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, resource management, as well as clinical supervision. The Diversion Supervisor will oversee the delivery of services via phone, (possibly in the future online chat and SMS 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; not to exclude housing support, food programs and other essential services.

QUALIFICATIONS AND EXPERIENCE NEEDED:

1. Master’s degree in psychology/counseling or social work or related field required.
2. Mental Health Professional as defined by WAC 246-341-0515
3. Independent or associate licensure in counseling, or social work preferred.
4. Two years’ experience working with individuals in crisis preferred.
5. Two years’ experience working with 911 or first responders preferred.
6. Telephone assessment or help line experience preferred.
7. Excellent verbal, written, and typing skills.
8. Ability to learn and use multiple software platforms, and technology systems.
9. Experience providing training both in person and virtual preferred.
10. Evidence of ability to collaborate effectively with a multi-disciplinary clinical staff in a fast-paced environment.
11. Ability to obtain necessary security clearance for accessing the CAD system and working on-site at a PSAP.

JOB DESCRIPTION AND RESPONSIBILITIES:

SUPERVISOR RESPONSIBILITIES

1. Ensures contract compliance including providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call and texting response.
2. Maintains in-depth knowledge of staff functions to be able to fulfill those responsibilities in case of absence/vacancy.
3. 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.
4. Participates in interviewing and screening candidates for these positions.
5. Provide quality assurance oversight to the 988 Suicide and Crisis Lifeline, which will include close monitoring and coaching of all staff on shift.
6. Works as a member of the Crisis Connections leadership team to ensure efficient and effective integration with other Crisis Connections department programs.
7. Maintain an accurate and up to date list of current employees, their FTE status, and schedule to ensure coverage needs are met.
8. Conduct formal evaluations of all assigned staff.
9. Ensures that all policies and procedures are followed by 988 staff.
10. Ensures that shift culture is consistent with delivery of compassionate, respectful and professional services.

CALLER MANAGEMENT

1. Assist 911 call takers and 911 supervisors in identifying appropriate calls for 988 transfers.
2. Assist remote staff in handling transferred 911 calls and engaging in least restrictive interventions whenever possible.
3. Responsible for oversight and handling of 988 Suicide and Crisis Lifeline contacts, assessing for risk o