Crisis Call Center PT or FT Weekday Evening Supervisor

Description

 Title:   Crisis Call Center Part-Time or Full - time Weekday Evening Supervisor

Reports to:  Crisis Call Center Program Manager 

 Job Objectives: 

Under the direction of the Crisis Call Center Program Manager, assist with the oversight of the Crisis Call Center Counselors during their assigned weekend shifts. 

Part-Time or Full-Time Weekday Evening Supervisor provides direct administrative supervision to Crisis Call Center counselors and is responsible for overseeing the delivery of Text4Teens services during the weekend. 

Perform duties while actively promoting an environment consistent with MHA’s Cultural Equity Policy and WELCOME Orange.

Responsibilities: 

· Provide supervision with weekday evening staff counselors including monthly supervisions and annual reviews.

· Provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with Crisis Call Center Program Manager.

· Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions during weeknight shifts.

· Answer crisis calls while maintaining clinical service levels.

· Provide “real time” support to Crisis Call Center Counselors experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary.

· Initiate a session for review with Crisis Call Center Counselors and volunteers/interns after they have taken a difficult call/text.

· Assist with training new staff.

· Ensures HIPAA laws and MHA confidentiality policies are followed.

Other Duties:

· Duties outlined above are intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.

· Duties are subject to change based upon the final design/model of the Orange County Crisis Hotline Call Center.

Requirements

Qualifications:

· Licensed Social Worker (LSW), OR Licensed Mental Health Counselor (LMHC) with corresponding experience OR ability to obtain license within 6 months of hire date.

· Copy of NYS license to practice (LCSW, LMSW or LMHC) and current registration required by date of hire. 

· Three years-experience with the practice of assessment and/or psychotherapy, crisis management, intervention.

· A minimum of 2 years of supervisory experience is preferred. 

· Exhibits supervisory skills through self-motivation, effective time management and the ability to coordinate multiple tasks simultaneously.

· Ability to work efficiently in a team setting, with collaborative partners in a high-paced environment.

· Working knowledge of Motivational Interviewing and Strength-Based approaches.

· Demonstrates outstanding interpersonal skills, marked by courtesy and empathy. 

· Knowledge of human service resources, that include, but are not limited to mental health, substance use, physical disabilities, physical health and developmental disability resources in Orange County, New York.

· Effective written and oral communication skills.

· Ability to adapt and be flexible to changes in protocol and program needs.

· Proficiency in Excel and Microsoft Word required.

· Valid Driver’s License and ability to drive with current driving record acceptable for agency insurance coverage.

· Ensures HIPAA laws and MHA confidentiality policies are followed.

· Bilingual Spanish/English preferred.

Terms of employment/benefits:

· Position hours can be flexible, MHA has provided examples of this flexibility: part-time consists of onsite supervision of three evenings a week from 5p-10p OR full-time Monday-Friday 3p-11p. However, schedule may require irregular work hours due to the nature of operating 24 hours/7 days a week Crisis Call Center.

· Locations: Emergency Service Center in Goshen (22 Wells Farm Road, Goshen, NY) and Mental Health Association in Orange County, Inc. in Middletown (73 James P. Kelly Way, Middletown, NY).

Mental Health Association in Orange County, Inc. (MHA), is a private, not-for-profit organization seeking to promote the mental health and emotional well-being of Orange County residents.  Under the leadership of a voluntary Bo