Crisis Call Center Clinical Day Program Supervisor

Mental Health Association in Orange County, NY • Goshen, NY

3d • $62,353 - $65,000 • Onsite

About The Position

Under the direction of the Crisis Call Center Program Manager/Director of Clinical Operations, the Crisis Call Center Clinical Day Program Supervisor assists with oversight of Crisis Call Center Counselors during assigned shifts. When the Program Manager is absent, the Supervisor serves as the on-site supervisor, directly supervises counselors, and oversees Text4Teens services. The role promotes an environment consistent with MHA’s Cultural Equity Policy and WELCOME Orange.

The Supervisor provides clinical, administrative, and technical oversight; supports crisis counselors during difficult or escalated contacts; helps maintain service levels and efficient operations; and oversees staff, volunteers, interns, call flow, Text4Teens, data collection, reports, training, and compliance. The position is based at the Emergency Service Center in Goshen and the Mental Health Association in Orange County office in Middletown. The stated schedule is 40 hours per week, 10:00 a.m.–6:00 p.m., Monday through Friday, with possible irregular hours due to 24/7 operations and an on-call week each month. Forty hours of introductory Crisis Call Center training are mandatory.

Requirements

• LCSW, LMSW, or LMHC required.
• Copy of a New York State license to practice (LCSW, LMSW, or LMHC) and current registration required by the date of hire.
• Experience with assessment and/or psychotherapy, crisis management, and intervention.
• Two to three years of supervisory experience required.
• Strong supervisory skills, including organization, self-motivation, effective time management, and ability to coordinate multiple tasks simultaneously.
• Courteous, empathic, and professional manner.
• Excellent interpersonal skills, tact, and diplomacy.
• Ability to work efficiently in a team setting, with collaborative partners, and in a fast-paced environment.
• Working knowledge of Motivational Interviewing and strength-based approaches.
• Knowledge of human service resources in Orange County, New York, including mental health, substance use, physical disabilities, physical health, and developmental disability resources.
• Effective written and oral communication skills.
• Ability to maintain a professional demeanor when handling crisis and ventilation contacts.
• Ability to exercise sound judgment in crisis situations and comply with confidentiality regulations.
• Efficiency in information gathering, problem solving, and conflict resolution.
• Ability to adapt and remain flexible as protocols and program needs change.
• Proficiency in Excel and Microsoft Word.
• Valid driver’s license and ability to drive, with a current driving record acceptable for agency insurance coverage.
• Ability to be on call as needed.
• Availability for a 40-hour-per-week schedule, 10:00 a.m.–6:00 p.m. Monday through Friday, with possible irregular hours due to 24/7 operations.
• Complete 40 hours of mandatory introductory Crisis Call Center training.

Nice To Haves

• Bilingual Spanish/English preferred.

Responsibilities

• Provide clinical, administrative, and technical supervision to clinical counselors, counselors, per-diem staff, volunteers, and interns answering calls or texts.
• Coach staff, identify areas for improvement, and recommend remediation in consultation with the Crisis Call Center Program Manager.
• Oversee Text4Teens services.
• Monitor or complete required data collection and program reports.
• Provide general oversight of the Crisis Call Center during the Program Manager’s absence.
• Ensure staff, per-diem personnel, volunteers, and interns follow program standards, policies, procedures, and guidelines during the shift.
• Prioritize work and delegate tasks to ensure adequate coverage, including helping manage call flow and Text4Teens.
• Answer crisis calls as needed while maintaining clinical service levels.
• Provide real-time support to counselors experiencing difficulties on calls and promptly and professionally handle escalated caller inquiries when necessary.
• Initiate debriefing sessions with counselors, volunteers, and interns after difficult calls or texts, or when additional support is needed.
• Assist with oversight of Crisis Call Center resource directories.
• Provide availability for one on-call week per month.
• Collaborate with the Program Manager and counselors on de-escalation of contacts requiring supervisory intervention, through staff coaching and/or contact with the caller.
• Complete weekly, monthly, and quarterly reports and listen to call audio as indicated for quality improvement and operations; report to the Program Manager.
• Assist with training new staff, volunteers, and interns and provide ongoing supervision and coaching during shifts.
• Maintain clinical service levels and efficient operations during assigned shifts.
• Work with the Program Manager and Administrative Program Manager to develop and disseminate core training requirements, policy and program changes, and assist with implementing new programs.
• Ensure compliance with HIPAA laws and MHA confidentiality policies.
• Promote an environment consistent with MHA’s Cultural Equity Policy and WELCOME Orange.

Benefits

• Competitive compensation rates.
• One-hour paid lunch for full-time employees.
• Four annual Wellness Days for full-time employees.
• Fourteen paid holidays, including one floating holiday.
• 403(b) plan with discretionary matching.
• Medical, dental, and vision benefits.
• Flexible Spending Account/Health Saving Account, dependent care, life insurance, and supplemental medical expense insurance.
• Paid vacation, personal, and sick leave according to MHA policy.
• Staff development and career growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed