Position Summary: Responsible for day-to-day functioning of 988 Crisis Care Control Program to include supervision of crisis supervisors and counselors, quality of services, personnel management, staff training and supervision, participation in development of policies and procedures related to crisis services, participation in operational protocols for crisis services, agency-wide consultation and community engagement.
Schedule for this position is 2nd shift: Monday - Friday; 4:00pm - 12:00am.
Primary Responsibilities:
Responsible for day-to-day functioning of 24/7Care Control Center and 988 Helpline; 24-hour on-call support for staff on rotating basis; support supervisors and staff and provide active feedback, including review/feedback for iCarol and Service Point reports. Responsible for scheduling of shifts to include finding coverage for call-outs and openings; Provide shift coverage in case of emergency or need for additional backup. Stays abreast of best practices and communicates these with agency staff.
Provide supervision to Crisis Care Control supervisors and staff.
Program management to include development/adherence to policies and procedures, quality control of crisis services, program evaluation, outcomes management, maintaining a positive environment in which to work, and program development and implementation.
Works across the agency to build operational understanding for all programs run and managed by Grassroots. Works with other management staff to create and maintain a collaborative structure to ensure consultation is available to all direct services staff agency wide.
Collaborates with the 988 Crisis Care Control Assistant Director and others on the Leadership team to ensure Grassroots staff are equipped with knowledge and skills to carry out their role in a way that ensures family/client driven, culturally competent, strengths based, and outcome focused practice. Provides support in team meetings with case managers and other staff as requested.
Personnel management to include: hiring, training, supervision, performance evaluations, and adherence to all personnel policies and procedures regarding disciplinary action, leave, attendance and all matters relating to personnel management.
Shares responsibility for 24/7 on-call coverage and support to the Care Control Center.
Administrative duties: Prepares reports as needed, participates in the Leadership Team for the agency, ensures accurate and clear documentation of services, adheres to all agency required documentation for leave time, absences, travel, etc., keeps the 988 Crisis Care Control Deputy Director informed of program needs, emergency situations, and unusual incidents.
Accreditation duties: Prepares documentation for accreditation for all agencies, aware of all standards and compliance with quality assurance, keeps agency in compliance with all accreditation agency requirements.
Community Outreach: Includes participation on community meetings or task forces as requested by the 988 Crisis Care Control Deputy Director, or Senior Director of Crisis and Clinical Services. Collaborates effectively with funders and community partners, makes presentations to community groups, provides training to partners and community groups, participates in local and statewide crisis and behavioral health networks.
Secondary Responsibilities:
Serves as back-up for the 988 Crisis Care Control Assistant Director
Evening and weekend on-call coverage required shared with 988 Crisis Care Control Assistant Director
Position may require attendance at meetings/events outside of scheduled work hours
Assist coordination of services for Code Blue and Cold Weather Shelter Clients
Attend community meetings and events as needed
Respond to major community events and provide debriefing/support as needed
Other duties as assigned, required or needed.
Agency-wide Responsibilities: • Participates in supervision, in-service training, and staff meetings • Maintains good working relationships with co-workers and positively contributes to group morale • Completes all administrative duties including time sheets, leave requests, etc. • Participates in special task forces, committees, or special projects as needed • Uses appropriate channels of communication to resolve conflicts with other staff • Interacts with staff, clients, and visitors in a professional and courteous manner.
Education and Experience:
Bachelor's Degree in Social Work or human services related field. (Master's Degree preferred.)
5 years of experience in mental health/human services, preferably in crisis intervention services, suicide prevention and intervention
Previous management experience a plus
Crisis Worker Certification preferred. Requirement to complete Crisis Worker Certification within 12 months of hire.
Skills and Abilities:
Excellent oral and written communication skills
Presentation/training skills including small and large group presentations and trainings.
Ability to function successfully in an environment requiring immediate response to urgent situations.
Spontaneous supervision of staff in real-time
Knowledge of and familiarity with local and statewide community resources
Analytical and problem-solving skills
Computer skills with various software and the internet
Work Conditions:
Noise level in 988 Crisis Care Control room is moderate.
May share office with one other manager.
Hours are flexible to meet program needs.
Use of personal vehicle for work related activities (reimbursable mileage).