MiCAL 988 Chat/Text Manager

Description

• Preside over the program’s operations to ensure the successful achievement of internal and external program objectives, compliance, and adherence to established Quality Improvement indicators
• Be a key leader within the MiCAL program: will need to be visible and known to the state partners
• Be a key leader and main point of contact for Vibrant Emotional Health during the implementation of chat/text
• Be prepared to represent the MiCAL program with integrity within the community
• Participate in state-level meetings related to the functioning of MiCAL specifically related to chat/text.
• Be a key leader and partner with MDHHS in the creation of the CRM related to chat/text
• Ensure that the program is continuously improving by gathering research, data, and best practices, and implementing innovative new practices
• Partner with Training Department around the Vibrant training requirements for chat/text ensuring that all standards are met
• Become an expert in standard operating procedures for chat/text
• Direct and supervise MiCAL Chat/Text lines, ensuring adherence to Common Ground personnel policies and procedures.
• Provide training and development, appraisal, and recognition
• Evaluate Supervisor performance and provide discipline, as appropriate and per policy
• Represent the program and the agency in community meetings
• Promote a culture of trust that reinforces the agency’s core values and incorporates desired environmental characteristics such as recovery orientation and trauma-informed care
• Oversee the creation, maintenance, and enforcement of program policies, procedures, and protocols
• Partner with the agency’s HR department to lead the program’s recruitment efforts
• Contribute to the creation of the program policies,  monitor program finances, and approve expenses as appropriate
• Act on behalf of and/or fill in for MiCAL staff and Chat/Text supervisors when there is an absence, vacancy, or as program needs dictate
• All electronic and hard copy documentation are complete, accurate, and signed
• Comply with attendance and punctuality policies, as well as all other Common Ground policies and procedures

• Collaborate with other leaders to advance the agency’s mission
• Provide guidance and leadership in other areas of the organization when needed
• Perform other job-related duties as assigned
• On-call duties to support MiCAL Shift Supervisors
• Flexibility and ability to multi-task

• MiCAL 988 Chat/Text Shift Supervisors
• MiCAL 988 Chat/Text Clinical Shift Supervisors
• Crisis Specialists in the absence of Supervisors
• Facilitate team meetings with Clinical Shift Supervisor and Shift Supervisors to ensure collaboration among the team

• Caplan Model of Crisis Intervention (preferred)
• Ability to practice confidentiality
• Demonstrate professional integrity
• Knowledge of recovery-oriented and trauma-informed care in behavioral healthcare
• De-escalation techniques, motivational interviewing, and collaborative problem-solving skills
• Online chat, text messaging, social media, and internet-based technologies (expert level preferred)
• Intermediate skill level in typing, entering data, filing efficiently, and operating office equipment
• Strong critical thinking and decision-making skills in a fast-moving environment
• Proficiency in relevant software and applications (i.e. Microsoft Word, Teams, Excel, PowerPoint, and Outlook)
• Understanding and following both verbal and written instructions
• Communicating effectively, both verbally and in writing
• Working mostly independently but as part of a team as well
• Apply critical thinking and decision-making skills
• Relating to a diverse population which includes a variety of age, economic, and educational backgrounds
• Superior customer service skills
• Applying the dynamics of the crisis intervention model and engage in problem-solving process
• Strong interpersonal and leadership skills
• Ability to conduct basic troubleshooting with technology as needed
• Crisis intervention and suicide practices and techniques at an expert level
• Online chat, text messaging, social media, and internet-based technologies at an expert level
• De-escalation techniques, motivational interviewing, and collaborative problem-solving skills
• Recovery orientation and trauma-informed principles and values regarding decisions and treatment of all people served
• Type, enter data, file efficiently, and operate office equipment
• Interact well with departmental staff and individuals being served
• Demonstrate a comprehensive leadership skill and ability to manage a large remote team
• Work in a multi-disciplinary environment and manage evolving needs

• Master’s Degree in Human Services Field
• Successful completion of 96 hours of Crisis Intervention Training. Training will be provided by Common Ground upon hire
• ASIST Training within 6 months of hire
• Licensed in the state of Michigan LMSW, LLP, LPC, LLPC, PsyD
• Minimum of 2 years of experience in human services work
• Minimum of 1 year of leadership experience (preferred)