Crisis Hotline - LMHP Supervisor

Full time Other Behavioral Health Positions

Job Description

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

  • Requires employees to adhere to policies related to safety and boundaries with service recipients.

  • Attends safety and abuse risk management training as assigned.

  • Provides employees with on-going supervision and education related to safety and abuse risk.

  • Responds quickly and confidentially to reports of suspicious or inappropriate behavior.

  • Follows mandated abuse reporting requirements.

Manages assigned crisis call operations and staff

  • Develops and monitors policies and procedures including reporting guidelines and risk assessments; updates guidelines for handling calls and web contacts.

  • Monitors call handling performance and reviews performance with staff; provides coaching.

  • Supervises, and evaluates staff; collaborates on scheduling to ensure adequate shift coverage.

  • Handles calls during periods of understaffing or high volume.

  • Shares clinical supervision duties with correlated management team (Helpline/NE Crisis) and provides on-call response for assigned staff.

  • Establishes and monitors quality assurance measures and reports to ensure calls are being handled appropriately, coordinates data collection and analysis.

  • Develops and coordinates training and evaluates and updates current training materials; coordinates quarterly staff meetings.

  • Liaises between internal staff and external organizations to resolve concerns, measure satisfaction, and follow up on suggestions.

Oversees assigned resource database and utilization

  • Manages the maintenance of assigned area’s resource and referral database; performs routine audits and communicates service referral needs to database coordinators as needed.

  • Manages data collection and quality assurance processes, and queries database to create reports.

  • Helps develop collaborative relationships with service providers and agencies statewide.

  • Helps facilitate resource access and referral processes with system partners and community providers.

  • Provides coaching and consulting to crisis counselors on referral utilization.

Participates in outreach and education activities

  • Attends conferences to promote the Helpline/NE Crisis services statewide, which may include overnight travel.

  • Maintains involvement with local and statewide committees for mental and behavioral health services.

  • Provides presentations to educate families, community members and professionals about Helpline/NE Crisis Services.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Knowledge of regulatory requirements pertaining to crisis care and knowledge of helpline counseling techniques and best practices.

  • Ability to address crisis situations and problem solve.

  • Computer skills in Microsoft Office, including PowerPoint, Excel, and Word.

  • Ability to communicate with individuals in an articulate, professional manner while maintaining necessary degree of confidentiality.

  • Ability to successfully lead a team of crisis counselors.

  • Ability to adapt responses to situations while maintaining procedural and regulatory integrity.

  • Strong knowledge of the Boys Town Model.

Job Requirements

REQUIRED QUALIFICATIONS:

  • Master's degree in a behavioral health field required.

  • Minimum of 2 years of experience including supervisory and crisis intervention preferably in a call center setting required.

  • Available to work flexible hours to ensure coverage and to travel as needed required.

  • Current license as a Mental Health Practitioner in the state of Nebraska required.

Loan Forgiveness?

No