Crisis Services Shift Lead - Front Desk (Night Shift)

Oakland Community Health Network•Pontiac, MI

2h•Onsite

About The Position

The Crisis Services Shift Lead – Front Desk plays a critical role in ensuring the smooth and effective operation of crisis response services at Oakland Community Health Network’s Resource and Crisis Center in Pontiac, Michigan. Reporting directly to the Manager of the Crisis Front Desk, this position provides on‑site leadership during assigned shifts, oversees daily front‑desk and crisis hotline operations, ensures compliance with all applicable policies and standards, and supports quality assurance efforts across crisis service areas. This is an onsite position working three (3), 12‑hour shifts per week on the overnight shift, from 7:00 PM to 7:30 AM, and includes working every other weekend.

Requirements

High School diploma required
Minimum of 3 years of experience in mental health services or crisis intervention.
Flexibility to work varied hours, including evenings and weekends.
Strong clinical judgment
Strong organizational skills
Strong leadership and problem-solving skills
Data analysis
Strategic planning
Strong written and oral communication
De-escalation and conflict resolution
Clinical knowledge of mental health and suicide prevention
Strong time management
Ability to manage complex systems and sensitive situations with professionalism and compassion
Proficiency in using electronic health records (EHR) systems
Ability to work independently and as part of a team
Excellent organizational and time-management skills
Ability to remain calm and focused under pressure
Empathy and strong ethical standards
Good documentation and record-keeping skills
Knowledge of HIPPA
Knowledge of Microsoft 365
Knowledge of Recipient Right’s
Knowledge of Mental Health Code
Knowledge of Medicaid Manual

Nice To Haves

Bachelor’s degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice)
1-2 years in a team lead or supervisory role
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
Experience working with families and community organizations
Bilingual or multilingual abilities are a plus

Responsibilities

Supervise and support the Crisis Hotline staff, ensuring adherence to best practices in crisis intervention and customer service.
Provide real-time clinical guidance and on-the-spot consultation during high-acuity or complex crisis situations.
Oversee daily operations of the hotline, including call handling, documentation, and warm transfers.
Monitor key performance indicators such as call volume, abandonment rate, speed of answer, and service outcomes.
Conduct regular reviews of case documentation and service delivery to ensure quality and compliance with organizational standards.
Assist with onboarding and training of new staff, ensuring competency in de-escalation techniques, crisis support, call center software, and electronic health records.
Provide ongoing mentorship and professional development opportunities for team members.
Collaborate with IT and administrative teams to troubleshoot software issues and improve workflow efficiency.
Participate in the development and implementation of policies, procedures, and protocols related to crisis response and documentation.
Maintain liaison relationships with internal departments, community partners, and provider leadership to address service delivery concerns.
Collect and analyze data on hotline operations and prepare reports for the Manager and other stakeholders.
Assist with scheduling, shift assignments, and reallocation of staff to ensure adequate coverage.
Provide staff coverage in the absence of essential personnel and participate in rotational on-call support for high-risk calls.
Ensure staff understand performance expectations and are held accountable for professional practice and documentation standards.
Facilitate internal communication and promote staff engagement and satisfaction.
Participate in internal and external committees focused on safety, crisis services, and suicide prevention.
Perform other duties as assigned by the Manager as needed.