Supervisor Crisis Center Resources

AFMC • Full-time • Remote (Little Rock, Arkansas) • 3w ago

Description

SCOPE OF POSITION:
Supervise staff to meet deliverables for the AFMC 988 Crisis Center Helpline. Responsible for oversight and engagement with day-to-day operations, training, and quality assurance for the 988 Crisis Center. Key responsibilities include supervising staff, ensuring adequate coverage, providing training and feedback, managing escalated client concerns, and maintaining compliance with relevant regulations and policies. Document services rendered and provide reporting as required for all active contracts, grants, Vibrant, and International Council for Helpline (ICH) standards. This role requires strong leadership, crisis management experience, and the ability to handle a variety of challenging situations. Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect and Teamwork.

ESSENTIAL JOB FUNCTIONS:

Staff Management:
Supervising, training, and evaluating crisis counselors or specialists, including hiring, disciplinary actions, and performance management.
Operational Oversight:
Managing daily operations of the crisis center, ensuring adequate staffing levels, and coordinating services across different programs or hotlines. Providing 24 hour / 7-days a week supervision as a hands-on supervisor.
Quality Assurance:
Monitoring and improving the quality of service provided, provide coaching and feedback on call-handling and identify and coordinate additional crisis center training.
Crisis Intervention:
Responding to escalated client concerns, providing guidance to staff on high-risk calls, and potentially participating in mobile crisis response.
Policy and Procedure Compliance:
Ensuring adherence to all relevant local, state, and federal regulations, as well as internal policies and procedures. Accreditation coordination, adherence, and policy development and oversight. Ongoing review and development of center policies and processes.
Communication and Collaboration:
Maintaining effective communication with staff, clients, families, and external agencies, fostering a collaborative and supportive environment.
Documentation and Reporting:
Maintaining accurate documentation and records for all calls, completing reports, and participating in data collection and analysis.
Training and Development:
Facilitating staff training, promoting annual and ongoing professional development, and ensuring staff are equipped to handle crisis situations effectively.
Additional Responsibilities:
Budget Management:
Assisting with budget development and monitoring expenditures, ensuring compliance with budgetary guidelines.
Community Engagement:
Building relationships with community partners, representing the crisis center at meetings, and participating in outreach activities.
Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
Additional duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Must possess intermediate level computer skills (Excel, Word, PowerPoint, and Outlook)
Type 50 wpm
Exceptional skills in business English and spelling
Ability to maintain confidentiality
Knowledge of mental health issues, suicide risk factors, crisis intervention, and de-escalation
Empathy and compassion Interpersonal skills and the ability to build rapport with individuals in distress
Familiarity with community resources and mental health services
Strong oral and written communication skills, including a clear and expressive speaking voice
Creativity
Customer service
Ability to meet deadlines
Attention to detail
Flexibility
Ability to work collaboratively and independently to achieve stated goals
Initiative
Ability to relate professionally and positively with staff, business partners, customers, constituents, beneficiaries, and the public
Ability to multitask
Ability to prioritize
Strong organizational skills
Problem solving skills
Professionalism
Project management and technical skills
Ability to read, interpret and apply laws, rules, and regulations
Knowledge of quality improvement processes and techniques
Time management skills
Willingness to work flexible hours, including evenings, weekends, and holidays
Ability to work overtime as needed

Requirements

Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices):
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to travel as needed. Must be able to lift and transport 25 pounds. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.

EDUCATION:
: Bachelors degree in Social Work, Psychology, Counseling, or other related field.

EXPERIENCE:
: Three (3) years’ experience in crisis or call center. One (1) year leadership experience. Certification in crisis intervention or suicide prevention. (Mental Health First Aid Certification, Safe Talk, ASIST, or Crisis Intervention Training (CIT)
Desirable: Five (5) years' experience in the related field. Three (3) years’ leadership experience. Certification in crisis intervention or suicide prevention.

INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi-Fi)