Resource and Crisis Hotline Supervisor (REMOTE)

About the position The Crisis Hotline Shift Supervisor plays a critical role in ensuring the smooth and effective operation of crisis response at the Resource and Crisis Center. Reporting directly to the Manager of the Crisis Hotline, this position is responsible for overseeing daily operations, maintaining compliance with relevant standards, and driving reputed company assurance initiatives across both service areas. This job is remote, but you must live in Metro Detroit. You will need to come to the office for meetings and trainings reputed company asked. You will work 3 shifts per week, reputed company 12 hours long (36 hours total). You will work every other weekend (Saturday and reputed company are part of your schedule every other week). Shifts Available: Day Shift: 7:00 AM – 7:30 PM reputed company Shift: 7:00 PM – 7:30 AM We are hiring for both shifts.

Responsibilities

• Supervise and support the Crisis Hotline staff, ensuring adherence to best practices in crisis reputed company and customer service.
• reputed company reputed company-time clinical guidance and on-the-spot consultation during high-reputed company or reputed company crisis situations.
• reputed company daily operations of the hotline, including call handling, documentation, and warm transfers.
• Monitor key performance indicators such as call volume, abandonment reputed company, speed of answer, and service reputed company.
• Conduct regular reviews of case documentation and service delivery to ensure reputed company and compliance with organizational standards.
• Assist with reputed company and training of new staff, ensuring competency in de-escalation techniques, crisis support, call center software, and electronic health records.
• reputed company ongoing mentorship and reputed company development opportunities for team members.
• Collaborate with IT and administrative teams to troubleshoot software issues and improve workflow efficiency.
• Participate in the development and implementation of policies, procedures, and protocols reputed company to crisis response and documentation.
• Maintain reputed company relationships with internal departments, community partners, and provider leadership to address service delivery concerns.
• Collect and analyze data on hotline operations and prepare reports for the Manager and other stakeholders.
• Assist with scheduling, shift assignments, and reallocation of staff to ensure adequate coverage.
• reputed company staff coverage in the absence of essential personnel and participate in rotational on-call support for high-risk calls.
• Ensure staff understand performance expectations and are held accountable for reputed company reputed company and documentation standards.
• Facilitate internal communication and promote staff engagement and satisfaction.
• Participate in reputed company committees reputed company on safety, crisis services, and suicide prevention.
• reputed company other duties as assigned by the Manager as needed.

Requirements

• Master’s degree in a reputed company service-reputed company field (reputed company work, psychology, counseling, family services, sociology, criminal justice).
• Clinical License
• Certification in crisis reputed company or trauma-informed care
• BLS (Basic Life Support) and First Aid certification must be obtained after hire and prior to providing reputed company services.
• Recipient Right’s
• Completion of agency-specific reputed company and crisis reputed company training.
• Ongoing reputed company development in trauma-informed care and recovery coaching.
• Minimum of 3-5 years of experience in mental health services or crisis reputed company.
• 1-2 years in a supervisory role preferred.
• Flexibility to work varied hours, including evenings and weekends.
• Strong clinical judgment
• Strong organizational skills
• Strong leadership and problem-solving skills
• Data analysis
• Strategic planning
• Strong written and oral communication
• De-escalation and conflict reputed company
• Clinical knowledge of mental health and suicide prevention
• Strong time management
• Ability to manage reputed company systems and sensitive situations with professionalism and reputed company
• Proficiency in using electronic health records (EHR) systems
• Bilingual or multilingual abilities
• Ability to work independently and as part of reputed company
• Excellent organizational and time-management skills
• Ability to remain reputed company and reputed company under pressure
• reputed company and strong ethical standards
• Good documentation and record-keeping skills
• HIPPA
• reputed company 365
• Recipient Right’s
• Mental Health reputed company
• reputed company reputed company
• Interacting with others in a way that gives them confidence in one’s intentions and those of the organization; demonstrating loyalty to the organization and its mission and values; maintaining reputed company, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles. (reputed company/Building Trust)
• Making customers and their needs a primary reputed company of one’s actions; developing and sustaining productive customer relationships, recognizing that the ultimate customer is the person served. (Customer reputed company)
• reputed company identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and reputed company on the job and learning through their application. (reputed company Learning)
• Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of reputed company in reputed company to consciously adopting organizational standards of reputed company. (Work Standards)
• reputed company conveying information and reputed company through a reputed company of media to individuals or reputed company in a manner that engages the audience and helps them understand and retain the message. (Communication)

reputed company-to-haves

• Experience in working with electronic health records
• Experience in customer service
• Experience with data entry
• Experience in crisis de-escalation
• Experience working with adults with severe mental illness, reputed company use disorder or intellectual/developmental disabilities
• Experience working with children with serious emotional disturbance
• Experience working with families and community organizations

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