Team Lead - Crisis Access (IL)

Rosecrance Behavioral Health•Rockford Township, IL

16h

About The Position

The Crisis Access Team Leader provides immediate, compassionate, and professional support to individuals experiencing emotional distress, behavioral health crises, or acute psychological challenges. As a first point of contact for people seeking help, the role assesses callers’ needs, provides screening, crisis intervention, emotional support, and guidance, and connects callers with appropriate resources or emergency services when needed. The position requires strong communication skills, the ability to remain calm under pressure, and knowledge of mental health issues and crisis management techniques. The Team Leader maintains confidentiality, demonstrates empathy, and uses active listening and de-escalation skills to support callers’ safety and well-being. The role collaborates with the Mobile Crisis Response team to support comprehensive and transitional care. It also oversees contact-center functions, including quality management, analytics, queue management, call routing, knowledge-base programs, staff training and supervision, and coordination with regional leadership and IT. The role includes working the hours prescribed by leadership, with additional hours as necessary and some flexibility potentially required. The work environment includes exposure to bloodborne pathogens, requiring universal precautions and/or personal protective equipment, and exposure to computers. Physical requirements include reading written and electronic materials, hearing and responding to calls, mobility within the facility, occasional lifting or moving objects, using phone equipment and computers, and prolonged sitting.

Requirements

Bachelor’s degree in Psychology, Social Work, Counseling and Guidance, Rehabilitation Counseling, Vocational Counseling, Pastoral Counseling, Family Therapy, or a related field.
Must qualify at a minimum as a Mental Health Professional (MHP) under Illinois Department of Health Rule 132.
Knowledge of crisis de-escalation techniques and ability to remain calm and composed in high-pressure situations.
Strong verbal communication skills, including the ability to convey information accurately over the phone.
Sound judgment to assess situations, determine crisis severity, and take appropriate action, including referral to emergency services.
Working knowledge of contact-center metrics, data management, and telephone systems.
Excellent written and oral communication skills and ability to collaborate across departments and engage with leadership at all levels.
Strong computer skills, including proficiency operating software applications and navigating digital platforms.
Belief in the mission and vision of Rosecrance.

Nice To Haves

Master’s degree.
Demonstrated experience in a contact center or remote-based counseling role.
Experience in a behavioral healthcare setting.

Responsibilities

Work the hours prescribed by leadership and any additional hours necessary for assigned responsibilities; provide flexibility as needed.
Assess callers in crisis, including the severity of the situation and potential risks to their safety.
Provide immediate crisis intervention and use de-escalation techniques to reduce distress and promote safety.
Document client information and interactions in an Electronic Health Record.
Use active listening to create a safe, supportive environment where callers feel heard, understood, and validated.
Transition callers to Mobile Crisis Response counselors, sharing geographic details, presenting issues, mental health status, and other relevant information.
Connect callers with appropriate community resources, mental health services, or emergency services.
Facilitate transitions of care and share relevant information to support continuity and ongoing support.
Develop safety plans with callers when necessary, including coping strategies, emergency contacts, and steps to mitigate immediate risks.
Contact emergency services or healthcare providers when a caller’s safety is at risk and a higher level of intervention is needed.
Liaise with regional leadership to address call handling, queue management, and process development.
Monitor Mobile Crisis Response staff availability across assigned locations and dispatch counselors based on availability and geographic proximity.
Ensure case management and client needs from other shifts are appropriately managed and assigned.
Monitor dispatch requirements and requests during the shift to ensure crisis protocols are followed and documentation is completed accurately and efficiently.
Oversee quality management, analytics, queue management, call routing, and knowledge-base programs for contact-center activities.
Monitor software and identify and report malfunctions and reporting errors.
Assist in training Access team members on contact-center software and departmental processes; contribute to the standard operating procedure manual and maintain the knowledge base to reflect program updates.
Support performance analysis using contact-center data, report writing, dashboard management, and scheduling report distribution to leadership.
Work with IT to identify and resolve caller experience issues, queue problems, and software enhancement needs, and identify potential solutions and efficiency improvements.
Supervise assigned team members, including orientation, training, regular supervisory meetings or feedback, scheduled evaluations, and disciplinary interventions as required.
Comply with the Rosecrance Corporate Compliance Program and Code of Conduct.
Perform responsibilities in accordance with Rosecrance’s mission, vision, values, and expectations.
Provide culturally competent and consistently exceptional customer service.
Serve as a role model for staff, clients, and customers, and demonstrate positive guest relations in representing Rosecrance.
Perform other related duties as assigned by leadership.