Oversees crisis call operations and the supervision and development of staff responding to crisis calls via the 24-hour Crisis Helpline or NE 988 Crisis line, as assigned. Participates in community outreach, education and promotion opportunities, and website and/or database management.
MAJOR RESPONSIBILITIES & DUTIES:
Oversees and supports safe and effective provision of services
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Requires employees to adhere to policies related to safety and boundaries with service recipients.
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Attends safety and abuse risk management training as assigned.
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Provides employees with on-going supervision and education related to safety and abuse risk.
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Responds quickly and confidentially to reports of suspicious or inappropriate behavior.
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Follows mandated abuse reporting requirements.
Manages assigned crisis call operations and staff
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Develops and monitors policies and procedures including reporting guidelines and risk assessments; updates guidelines for handling calls and web contacts.
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Monitors call handling performance and reviews performance with staff; provides coaching.
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Supervises, and evaluates staff; collaborates on scheduling to ensure adequate shift coverage.
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Handles calls during periods of understaffing or high volume.
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Shares clinical supervision duties with correlated management team (Helpline/NE Crisis) and provides on-call response for assigned staff.
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Establishes and monitors quality assurance measures and reports to ensure calls are being handled appropriately, coordinates data collection and analysis.
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Develops and coordinates training and evaluates and updates current training materials; coordinates quarterly staff meetings.
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Liaises between internal staff and external organizations to resolve concerns, measure satisfaction, and follow up on suggestions.
Oversees assigned resource database and utilization
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Manages the maintenance of assigned area’s resource and referral database; performs routine audits and communicates service referral needs to database coordinators as needed.
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Manages data collection and quality assurance processes, and queries database to create reports.
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Helps develop collaborative relationships with service providers and agencies statewide.
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Helps facilitate resource access and referral processes with system partners and community providers.
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Provides coaching and consulting to crisis counselors on referral utilization.
Participates in outreach and education activities
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Attends conferences to promote the Helpline/NE Crisis services statewide, which may include overnight travel.
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Maintains involvement with local and statewide committees for mental and behavioral health services.
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Provides presentations to educate families, community members and professionals about Helpline/NE Crisis Services.
KNOWLEDGE, SKILLS, AND ABILITIES:
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Knowledge of regulatory requirements pertaining to crisis care and knowledge of helpline counseling techniques and best practices.
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Ability to address crisis situations and problem solve.
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Computer skills in Microsoft Office, including PowerPoint, Excel, and Word.
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Ability to communicate with individuals in an articulate, professional manner while maintaining necessary degree of confidentiality.
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Ability to successfully lead a team of crisis counselors.
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Ability to adapt responses to situations while maintaining procedural and regulatory integrity.
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Strong knowledge of the Boys Town Model.