Crisis Access Team Leader - 3rd Shift (Remote in IL)

Rosecrance Jackson Centers • Rockford, IL

256d • $26,552 • Remote

About The Position

Join Our Mission to Transform Lives! At Rosecrance, we've been leading the way in behavioral health services for over a century. Our team empowers individuals and families to overcome substance use and mental health challenges through compassionate care and evidence-based therapies. If you're ready to make a meaningful impact, we're ready to welcome you! We are looking for dedicated individuals to join our team and help deliver on our mission of hope and recovery. In this role, you will play a critical role in providing immediate, compassionate, and professional support to individuals experiencing emotional distress, behavioral health crises or acute psychological challenges. Serving as a first point of contact for individuals seeking help, the counselor is responsible for assessing the caller's needs, offering screening, crisis intervention, emotional support, and guidance, and connecting them to the appropriate resources or emergency services when necessary. This position requires excellent communication skills, the ability to remain calm under pressure, and a strong understanding of mental health issues and crisis management techniques. The Crisis Communication Team Leader must also maintain confidentiality, demonstrate empathy, and utilize active listening skills to de-escalate potentially harmful situations and ensure the safety and well-being of callers. The counselor works collaboratively with the Mobile Crisis Response team to ensure comprehensive care and transitional care as needed.

Requirements

• Master's Degree in Psychology, Social Work, Counseling, or equivalent training or experience required.
• Must qualify at a minimum as a QMHP per Illinois Department of Health Rule 132.
• Demonstrated experience in a contact center or remote-based counseling role preferred.
• Experience in a behavioral healthcare setting preferred.
• Knowledge of crisis de-escalation techniques and the ability to remain calm and composed in high-pressure situations.
• Strong verbal communication skills, including the ability to convey information accurately over the phone.
• Sound judgement to assess situations, determine the severity of crises, and take appropriate action, including referral to emergency services.
• Working knowledge of contact center metrics, data management, and telephone systems.
• Excellent written and oral communication skills.
• Strong communication skills essential; adept at collaborating across departments and engaging with leadership at all levels.
• Strong computer skills required, including proficiency in operating various software applications, and navigating digital platforms effectively.
• Belief in the mission and vision of Rosecrance.

Nice To Haves

• Bachelor's degree in Psychology preferred.

Responsibilities

• Work hours prescribed by leadership and any additional hours deemed necessary for the responsibilities assigned.
• Conduct assessments of callers in crisis to determine the severity of the situation, including potential risks to their safety.
• Provide immediate and appropriate crisis intervention, using de-escalation techniques to reduce emotional distress and promote safety.
• Document client information and interactions in an Electronic Health Record.
• Employ active listening techniques to create a safe and supporting environment where callers feel heard, understood, and validated.
• Conduct a seamless transition of caller to Mobile Crisis Response counselors, providing the team with geographic details, presenting issue, mental health status and other details.
• Identify and connect callers to relevant community resources, mental health services, or emergency services as necessary.
• Facilitate the seamless transition of care when needed, ensuring that the caller receives ongoing support, and that all relevant information is shared to maintain continuity.
• Work with callers to develop safety plans when necessary, including coping strategies, emergency contacts, and steps to mitigate immediate risks.
• Contact emergency services or healthcare providers when a caller's safety is at risk and a higher level of intervention is required.
• Serve as a liaison with regional leadership to address call handling issues, queue management, and process development.
• Monitor Mobile Crisis Response staff availability across assigned location and dispatch counselors based on their availability and geographic proximity.
• Oversee quality management, analytics, queue management, call routing, knowledge base programs for all contact center related activities.
• Monitor software and identify and report malfunctions and reporting errors.
• Assist with training Access team members on Contact Center software, the development of departmental processes, the standard operating procedure manual, and manage the knowledge base software to reflect program updates.
• Aid in performance analysis using Contact Center-related data, report writing, and dashboard management, and create and schedule report distribution to leadership.
• Work closely with the IT department to identify and resolve caller experience issues, queue problems, and other software enhancements as well as identify possible solutions or efficiency improvements.
• Supervise assigned team members, ensuring they receive orientation, training, regular supervisory meetings, and/or feedback, scheduled evaluations, and disciplinary interventions as required.
• Understand and comply with the principles established by the Rosecrance Corporate Compliance Program and Code of Conduct.
• Perform all responsibilities in compliance with the mission, vision, values, and expectations of Rosecrance.
• Provide culturally competent and exceptional customer service consistently to every customer.
• Serve as a role model for other staff, clients and customers and demonstrate positive guest relations in representing Rosecrance.
• Assume other related duties as assigned by leadership.

Benefits

• Medical, dental, and vision insurance (multiple plan options to meet your needs).
• 401(k) with employer match & discretionary contribution.
• Group Life Insurance, LTD and AD&D.
• Tuition assistance & licensure/certification reimbursement.
• Paid Time Off, sick time, bereavement leave.
• Referral program earning up to $1,000 per hire!
• Wellness program, including an on-site gym at select facilities.
• Discounts at participating retailers.
• Daily pay available through UKG Wallet for financial flexibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Ambulatory Health Care Services
• Education Level: Master's degree