Shift Lead

ALLIANCE HEALTHCARE SERVICES, INC•Memphis, TN

About The Position

The Crisis Shift Lead provides administrative oversight to Crisis employees during their assigned shift. The Shift Lead assigns responsibility to ensure prompt response to patient needs, monitors any violation of policies and procedures, and oversees staff operations. The Shift Lead works in coordination with the Clinical Lead, supervised by the Crisis Managers, to be vigilant in recognizing areas in need of improvement and takes initiative to provide better Crisis Services. This person provides direct services to individuals who are experiencing a mental health crisis, participates in the delivery of crisis services to those individuals, and performs other responsibilities as assigned by senior staff.

Requirements

Bachelor’s Degree is required in Social Work, Psychology, Behavioral Health or related area. Master’s Degree preferred.
Experience working in a mental health or crisis setting.
Ability to work effectively in a crisis service delivery setting dealing with individuals who are experiencing a mental health crisis.
This position must exemplify problem solving skills, formulate appropriate crisis intervention response, demonstrate self-motivation, possess excellent communication skills, and the ability to work well with others.

Nice To Haves

Previous supervisory experience preferred.

Responsibilities

Ensure staff are answering the telephone on the first ring, using appropriate greetings, and attempting to obtain all pertinent clinical and demographic information to meet the caller’s needs.
Monitor frontline staff to ensure complete and accurate information is being obtained, documented, and entered into the computer.
Monitor staff members’ arrival and departure times, documenting this information on the shift lead report.
Monitor the ordering of meals based upon the Crisis census, calculated as one meal per patient.
Monitor the ordering of meals to ensure no patient has been onsite greater than 6 hours without a meal or per nursing determination.
Monitor the property room to ensure it is orderly and that Crisis staff are returning belongings to patients prior to discharge.
Monitor the use of linens.
Understand the Dispatch Specialist’s call assignment and prioritization procedures; be available to staff with the Dispatch Specialist in the event of any questions.
Ensure completion of incident reports in the incident tracker within 24 hours.
Review and monitor accuracy of 15-minute check sheets for CAC and CSU.
Work directly with patients, family members, and referral sources to resolve any issues during the scheduled shift.
In coordination with Clinical Lead, oversee wait times for patients in CAC, with the goal of having all calls assigned, completed and transferred within agency protocols.
Monitor TennCare referrals to CSU, ensuring at least 20% of inpatient beds are represented by TennCare insurance.
Be familiar with CAC, CSU, Detox, and Respite staff responsibilities and provide feedback to staff regarding the routine completion of assigned duties.
Safely respond to emergency situations in a calm, constructive manner.
Utilize Therapeutic Options and Safe Clinch techniques to deescalate and prevent aggressive outbursts; direct staff members to intervene when necessary.
Communicate with Crisis Services Managers, Clinical Leads and other Shift Leads to discuss problems, concerns, and opportunities.
Complete Shift Lead report noting any patient, staff, and facility concerns.
Completes compliance audits on frontline staff.
Ensure staff are treating all staff members, patients, families, and referral sources with respect and dignity.
Comply with policies and procedures as outlined in Alliance policy and procedure manual.
Read work email every work day.
Participate in all required staff meetings and trainings.
Provide discipline to frontline staff in conjunction with Clinical Lead, other Shift Leads, or Crisis Managers as needed to ensure staff accountability to requirements. This includes appropriate documentation and follow-up emails as required by Alliance discipline process.
Contribute toward a professional, healing, and restorative environment.
Other duties as assigned by the Crisis Administrative Manager to meet the needs of the patients and Alliance