Crisis Center Supervisor - Front Desk

Oakland Community Health Network•Pontiac, MI

84d•$32 - $38•Onsite

About The Position

We are hiring 2 full-time Crisis Center Front-Desk Supervisors. 1 Supervisor to support our Front-Desk Day Shift team. 1 Supervisor to support our Front-Desk Night Shift team. The Crisis Services Supervisor-Front Desk works directly under the Director of Crisis Services and serves as the direct supervisor for Crisis Service Specialists at the Resource and Crisis Center in Pontiac, MI. The position is responsible for overseeing day-to-day operation of the front desk services at RCC. The role ensures operations of the front desk and environment in the lobby areas of the RCC are clinically focused and inviting for the individual’s seeking assistance.

Requirements

Master’s degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice)
BLS
Recipient Right’s
Clinical License
Minimum three years of experience working in a human or medical service environment (school, hospital, crisis center, call center, community mental health agency).
Minimum of 1 year of leadership experience working within a managed care, behavioral health or hospital setting
Interpersonal Skills
Strong Organizational Skills
Data Analysis
Strategic Planning
Strong written and oral communication
De-escalation and conflict resolution
Strong leadership and problem-solving skills
Clinical knowledge of mental health and suicide prevention
Strong time management
HIPPA
Microsoft 365
Recipient Right’s
Mental Health Code
Medicaid Manual

Nice To Haves

Experience in working with electronic health records
Experience in customer service
Experience with data entry
Experience in crisis de-escalation
Experience working with adults with severe mental illness, substance use disorder or intellectual/developmental disabilities
Experience working with children with serious emotional disturbance

Responsibilities

Train front desk staff in trauma-informed practices, crisis response protocols, and HIPAA compliance; provide ongoing coaching and support
Conduct regular one-on-one supervision and team meetings (at least monthly) to promote staff development, address concerns, and reinforce best practices
Develop, implement, and update procedures that support efficient and clinically sound front desk operations
Monitor and analyze cycle time from arrival to transfer to crisis service providers, identifying and resolving delays or service gaps
Create and maintain staff schedules to ensure consistent coverage across all shifts, including weekends and holidays; proactively identify and coordinate coverage for staffing gaps due to call-offs, vacancies, or increased service demand
Mitigate barriers to timely service transfers by collaborating with internal teams and external partners
Build and maintain professional relationships with crisis provider leadership to support seamless coordination and service delivery
Demonstrate and model effective crisis intervention and de-escalation techniques; provide real-time support to staff during high-acuity situations
Oversee inventory management, including ordering and restocking supplies and resources designated for people served
Ensure the front desk and lobby areas remain clean, organized, and welcoming
Communicate security concerns—including contraband, threats, or behavioral risks—to all relevant RCC entities in a timely and coordinated manner
Take a proactive role in guiding and managing all safety efforts- overhead pages, facilitating evacuation of the lobby, etc.
Participate in agency meetings, supervision, and required training to stay current with policies, procedures, and best practices
Perform other duties as assigned to support the mission and operations of the Resource and Crisis Center