Supervisor, Office of Crisis Services

New York City, NY • Queens, NY

125d • Remote

About The Position

The Office of Crisis Services is responsible for a portfolio of contracted services and special projects that involve close coordination with other City and State agencies, including Mobile Crisis and Crisis Respite. Without someone in this position will be lack of oversight, poses a risk to individuals in crisis, potentially leading to subpar services under the auspices of the NYC Department of Health and Mental Hygiene. The supervisor of Crisis Services and NYC 988 will directly supervise Quality Analysts Program Specialists. In this role, the supervisor will conduct rigorous evaluations of incoming contacts, including calls, texts, and chats, from individuals experiencing mental health crises or seeking mental health support. Drawing upon their expertise in call center operations, as well as their analytical and clinical skills, the manager will meticulously review these contacts to ensure compliance with program policies, as well as local, state, and federal regulations. Additionally, the supervisor will analyze each interaction to establish effective communication and support protocols.

Requirements

• A Master's Degree in Social Work from an accredited school of social work.
• Three years of full-time satisfactory experience practicing social work utilizing one, or a combination of, casework, group work and community organization methodologies, at least two years of which must have been in a supervisory capacity.
• A valid Certified Social Worker (CSW) certificate or Licensed Master of Social Work license (LMSW) issued by the New York State Department of Education must be obtained within one year of the date of appointment.
• Excellent interpersonal, oral and written communication skills.
• Ability to analyze and present data to groups and individuals.
• Experience with performance management.
• Excellent time management, attention to detail, and organizational skills required.
• Strong computer and data management skills, including proficiency with Word, Excel and Power Point.

Nice To Haves

• At least 3 years of experience in behavioral health program management or direct behavioral health service delivery.
• At least 2 years of experience in monitoring contracted behavioral health or social services.
• NYS Licensed Social Workers, Licensed Mental Health Counselors, and/or Licensed Psychologists.

Responsibilities

• Measure and oversee the application of quality assurance standards for NYC 988 Crisis call center and other assigned programs.
• Assign, supervise and monitor the daily activities of NYC 988 activities on site at the call center.
• Be responsible for instituting a continuous audit process by utilizing a standardized tool to assess a statistically representative sample of inbound and outbound contacts (including calls, texts, and chats).
• Compile audit findings, devise corrective action plans, and oversee their implementation for NYC 988 and other relevant programs under the purview of the Crisis Services office.
• Review site visits reports and identify key performance issues for programs in the Office of Crisis Services.
• Work closely with the DOHMH Program Consultant, the NYC 988 quality assurance team, and the Director of Crisis Services to conduct thorough reviews and report any identified service quality issues.
• Offer technical assistance and implement corrective actions as necessary to enhance service delivery and ensure optimal quality standards are maintained.
• Possess strong clinical expertise to effectively assess and discern whether referred services align with the unique needs of each individual.
• Demonstrate proficiency and in-depth understanding of call center operations, analytics, and specifically the nuances of 988 services.

Benefits

• Loan Forgiveness: Eligibility for federal/state loan forgiveness and repayment assistance programs.
• Premium-free health insurance plan that saves employees over $10K annually.
• Additional health, fitness, and financial benefits may be available based on the position's associated union/benefit fund.
• Public sector defined benefit pension plan with steady monthly payments in retirement.
• Tax-deferred savings program.
• Robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Work From Home Policy: Ability to work up to two days during the week from home.
• Job Security compared to private sector employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Justice, Public Order, and Safety Activities
• Education Level: Master's degree
• Number of Employees: 5,001-10,000 employees