Crisis Call Center Supervisor - Overnight Shift

The Affiliated Sante Group•Timonium, MD

2d•$60,000 - $67,000•Onsite

About The Position

Santé is seeking a Full-time OPS Crisis Call Center Supervisor/Coordinator (in office) to join our frontline crisis intervention team in Baltimore County, MD. As an OPS Call Center Coordinator Leader, you will provide oversight of daily OPS/GBRICS functions in coordination with the Deputy Director and Call Center Manager. The OPS Coordinator will work with management and ensure guidance and administrative oversight for call center employees.

Requirements

This is a Supervisory position, providing guidance and oversight for OPS/GBRICS Phone Counselors and Team Leads.
Bachelor's degree in Counseling, Social Work, or related field of study required.
Previous Crisis and Call Center experience required.
Supervisory experience required.
Knowlege of Microsoft Office software.
Must be able to be training on Electronic Consumer Record software.
Must be able to work individually as well as within a team.
Must be able to multi -task.
Must be able to work with “high-risk” consumers who have mental illnesses as well as developmental and physical disabilities (i.e.: must have patience and must be able to effectively communicate with diverse consumers, etc.).
We expect all staff to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.
Must possess a valid Driver’s License, proof of current automobile insurance and may not have more than two (2) points on their driving record.

Nice To Haves

Master's degree in Counseling, Social Work, or related field of study preferred.

Responsibilities

Develop, approve, and monitor Call Center work schedules and ensure all shifts are covered 24/7, 365.
Supervise and train Team Lead positions in the call center.
Able to fill Phone Counselor shifts if needed.
Responsible for on call availability regarding scheduling/ administrative concerns.
Administrative supervision of call center staff ensuring all requirements are met by staff.
Responsible for reviewing call center cases and ensuring accurate documentation and follow up.
Ensures accurate, thorough, and timely documentation of all calls.
Responsible for interviewing all call center staff and onboarding process once hired.
Serves as a liaison between management and call center staff and employees.
Ensures open communication on all matters related to GBRICS policies, procedures, and any updates.
Regular meetings with Team Lead(s) to identify any current issues concerns or implementation of new policies/procedures.
Provides ongoing communication with GBRICS managers, both the call center Manager and the MRT Director.
Identifies any cross-program concerns between GBRICS Call Center and MRT and works with management team to develop increased communication or program improvements.
Assists with record releases per client/agency request.
Checks work e-mail according to agency protocol.
Participates in and completes all required training.
Knowledge and familiarity with community resources, both mental health and non-mental health.
Active participation in the ongoing development of the program database.
Ensures staff can complete an environmental risk and safety assessment and relays all information to MCT/patrol when necessary.
Ensure all tasks related to each case are completed during each shift worked.
Recognizes need for consultation with available supervisor.
Abide by all federal, state and local confidentiality and reporting regulations.
Comply with all of programs contractual and operational guidelines as outlined by your manager.
Participates in community and company boards and committees, as needed.
Advise Clinical Management of needed updates to procedures, policies and documentation.
Other duties as assigned.