Call center supervisor

Description :

Title : Crisis Call Center Part-Time Weekend Day 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 Weekend Day Supervisor provides direct administrative supervision to Crisis Call Center counselors and is responsible for overseeing the delivery of Text4Teens services during the weekend.

Responsibilities :

Provide supervision with weekend 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 weekend 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 :

The 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 :

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 :

Sixteen hours per week on Saturday and Sunday. Schedule is flexible and needs to cover between the hours either 10a-6p or 11a-7p.

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).

Paid holidays, vacation, personal and sick leave according to MHA policy.

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 Board of Directors, MHA's staff members, consultants and volunteers provide free mental health and safety net services to Orange County residents each year.

Why work for MHA in Orange County?

MHA is an agency that understands that its workforce is vital to our community and the mission of our agency. Our many benefits include :

1) Competitive compensation rates

2) 1 hour paid lunch for F / T employees

3) 4 Wellness Days annually for F / T employees

4) 14 Paid Holidays which includes 1 Floating Holiday

5) 403(b) Plan with discretionary matching

6) Employee benefits include : Medical / Dental / Vision / Flexible Spending Account-Health Saving Account / Dependent Care / Life Insurance / Supplemental Insurance for Medical Expenses.

7) Numerous opportunities extended for staff development and career growth.

8) Diverse employment opportunities. Licensed clinicians and bilingual staff are particularly sought. As an agency that provides 24 / 7 services, numerous shifts are also available.

Why is working for MHA in Orange County so rewarding?

Working with our program participants provides opportunities to give others life changing support. MHA's staff are trained to offer compassion, inspire hope and teach the skills needed to overcome challenges.

Come join our team and make a difference.

If you are seeking a stable and meaningful career, Mental Health Association in Orange County, Inc. is your agency!

Compensation details : 27-29 Hourly Wage

PIb81d7b765741-26289-33438496

Last updated : 2024-05-03