Crisis Services Lead Supervisor - HopeLink Behavioral Health

POSITION: Lead Supervisor

WORK HOURS/SITE:

This is a virtual position and requires 40 hours per week, shifts vary but generally follow the schedule of Sunday to Thursday or Tuesday to Saturday; 8:00 AM to 4:30 PM, 4:00 PM to 12:30 AM; 12:00 AM to 8:30 AM (EST).

POSITIONS SUPERVISED: Shift Supervisor(s), and/or Crisis Worker(s)

SALARY/STATUS: $54,000 Year, Exempt; Essential Staff

SUMMARY STATEMENT OF POSITION:

The Team Lead Supervisor is responsible for supervision and direct quality assurance of Shift Supervisors and Crisis Workers across shifts. This requires the ability to serve as an expert on call center operational protocols, personnel management, and development, as well as provide support and supervision regarding crisis situations.

PRIMARY DUTIES:

Supervise and facilitate professional growth enhance team performance and cohesion. Schedule bi-weekly supervisions, performance evaluation, including call quality and documentation accuracy.

Coordinate meetings with leadership and staff to share critical updates and ensure consistency.

Ensure the delivery of evidence-supported, trauma informed crisis intervention and suicide prevention, emotional support, follow-up services and appropriate referrals via phone, chat, and text that is accurately documented within the appropriate timeframe.

Coach frontline staff to meet standards and compliance through constructive feedback, encouragement, and actionable work plans, fostering an environment of continuous learning and skill development.

Collaborate with Training, Quality Assurance, and Clinical Teams to enhance service delivery and staff performance while monitoring contact quality metrics and developing improvement plans as necessary.

Coordinate staff schedules to maintain 24/7 coverage, providing direct support as needed. The Operations Lead Supervisor will work in collaboration with their team to identify and address any gaps in coverage to ensure continued operations.

Provide emergency consultation and direct service as needed, including crisis assessment and intervention for contacts.

Ensure adherence to established compliance standards, policies and procedures, addressing personnel issues as necessary.

At times, staff will be required to perform additional duties beyond those specified.

ESSENTIAL COMPETENCIES:

Ability to mentor, support, and guide a virtual team effectively.

Strong verbal and written communication for diverse audiences.

Proficiency in assessing and responding to crisis situations.

Ability to analyze performance data and develop improvement strategies.

Understanding and respecting diverse backgrounds and perspectives.

Ability to manage multiple responsibilities and priorities effectively.

Skill in providing constructive feedback and supporting professional development.

Familiarity with workforce management and documentation systems.

Capacity to identify issues and develop effective solutions.

Ensuring accuracy in documentation and compliance with policies.

QUALIFICATIONS:

Bachelor's Degree or higher in Human Services, Social Work, Psychology, Sociology or related field.

Two years' or more in direct work experience related to behavioral and mental health services, crisis intervention and/or suicide prevention.

Experience in telephonic, chat, and text crisis management and crisis call center environment.

Demonstrated experience in crisis call center performance metrics.

Demonstrated experience in direct supervision and management of volunteers or employees.

Ability to exercise excellent independent judgment with minimal direct supervision.

Excellent oral and written communication skills, and familiarity with computer use.

Creative problem-solver with a high degree of integrity and person accountability.

Ability to work individually and within a team environment and adjust to changes in workflow as needed.

EXPECTATIONS REGARDING QUALITY OF WORK:

Ensure all written materials (i.e., reports, logs, and records; including program schedule changes) are accurate and in accordance with defined standards that are up to date.

Ensure all follow-ups and outbound calls falling outside of business hours are completed on time and tracked.

Bi-weekly supervision meetings with direct reports are proactively scheduled.

Annual HopeLink compliance and training requirements are met on time.

Contributes to improving the communication workflow to keep supervisory, clinical, and training teams informed of current happenings related to operations, future events, and provide support to team.

All electronic communications are sent within 2 business days using professional language.

All written materials (i.e. reports, logs and records) are accurate and thorough and in accordance with defined standards and PRS' policies.

Ensure that HopeLink and Crisis Services policies and procedures are followed.

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

'Where Hope Meets Help.

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming