Crisis Call Center Administrative Program Supervisor

Crisis Call Center Administrative Program Supervisor Location Middletown, NY : Description:

Title: Crisis Call Center Administrative Program Supervisor

Reports to: Crisis Call Center Program Manager

Job Objectives:

Under the direction of the Crisis Call Center Program Manager, Director of Clinical Operation and Director of Crisis Services.

Administrative Program Supervisor provides direct administrative oversight to Crisis Call Center with scheduling, payroll, and various data trackers and administrative tasks.

Perform duties while actively promoting an environment consistent with MHA's Cultural Equity Policy and WELCOME Orange.

Responsibilities:

• Complete the monthly Call Center scheduling and ensure Call Center is covered during office and non-office hours. This includes evenings, weekends, and holidays.
• Review and submit Call Center bi-weekly payroll to Director of Crisis Services.
• Submits weekly, monthly and/or quarterly reports to Director of Crisis Services, oversees various data trackers and ensures accuracy of these reports.
• Maintain staff files to ensure evaluations, supervision notes and mandatory trainings are up to date.
• Provide administrative support to the Sexual Assault Prevention and Advocacy (SAPA) program if needed.
• Facilitate outreach to various community agencies to recruit new potential staff (i.e.: job fairs, colleges).
• Screen Call Center applications and follow up with all requests.
• Collaborate with Human Resource Department to complete new hire packets for potential staff.
• Answer crisis calls as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed to maintain service levels.
• Provide 24-hour on-call services when scheduled and back up coverage periodically as needed.
• Provide ongoing administrative supervision to all Call Center counselors and when necessary, identify administrative areas of improvement, and make recommendations for remediation in consultation with Director of Clinical Operations and Director of Crisis Services.
• Recommend program design modifications as needed to ensure program supports innovations in mental health.
• Coordinate and manage regular communications with internal and external partners relevant to the program.
• Adhere to performance-based management approach utilizing key performance indicators to make data driven evaluations.
• Maintain responsibility for meeting service levels and maintaining efficient operations during each shift.
• Represent MHA at meetings, as necessary.
• Ensures HIPAA laws and MHA confidentiality policies are followed.

Other Duties:

• Duties outlined above are intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.
• Duties are subject to change based upon the final design/model of the Orange County Crisis Hotline Call Center.

Requirements:

Qualifications:

• Master's Degree in any of the following: child and family studies, community mental health, counseling, education, nursing, occupational therapy, physical therapy, psychology, recreation/recreation therapy, rehabilitation, social work, sociology, or speech and hearing with 2 years of experience.

OR

Bachelor's Degree in any of the above fields or equivalent with 2 years of experience.

• Minimum of 2 years of supervisory experience is required.
• Administrative support experience is required.
• Exhibits supervisory skills through self-motivation, effective time management and the ability to coordinate multiple tasks simultaneously.
• Ability to work efficiently in a team setting, with collaborative partners in a high-paced environment.
• Working knowledge of motivational interviewing and strength-based approaches.
• Demonstrates outstanding interpersonal skills, marked by courtesy and empathy.
• Knowledge of human service resources, that include, but are not limited to mental health, substance use, physical disabilities, physical health and developmental disability resources in Orange County, New York.
• Effective written and oral communication skills.
• Ability to adapt and be flexible to changes in protocol and program needs.
• Proficiency in Excel and Microsoft Word required.
• Valid Driver's License and ability to drive with current driving record acceptable for agency insurance coverage.
• Ensures HIPAA laws and MHA confidentiality policies are followed.
• Bilingual Spanish/English preferred.

Terms of employment/benefits:

Exempt: 40 hours per week, Monday through Friday. Schedule is flexible and may require irregular work hours due to the nature of operating 24 hours/7 days a week Crisis Call Center.

Locations: Emergency Service Center in Goshen (22 Wells Farm Road, Goshen, NY) and Mental Health Association in Orange County, Inc. in Middletown (73 James P. Kelly Way, Middletown, NY).

Mental Health Association in Orange County, Inc. (MHA), is a private, not-for-profit organization seeking to promote the mental health and emotional well-being of Orange County residents. Under the leadership of a voluntary Board of Directors, MHA's staff members, consultants and volunteers provide free mental health and safety net services to Orange County residents each year.

Why work for MHA in Orange County?

MHA is an agency that understands that its workforce is vital to our community and the mission of our agency. Our many benefits include:

1) Competitive compensation rates

2) 1 hour paid lunch for F/T employees

3) 4 Wellness Days annually for F/T employees

4) 14 Paid Holidays which includes 1 Floating Holiday

5) 403(b) Plan with discretionary matching

6) Employee benefits include: Medical / Dental / Vision / Flexible Spending Account-Health Saving Account / Dependent Care / Life Insurance / Supplemental Insurance for Medical Expenses.

7) Numerous opportunities extended for staff development and career growth.

8) Diverse employment opportunities. Licensed clinicians and bilingual staff are particularly sought. As an agency that provides 24/7 services, numerous shifts are also available.

Why is working for MHA in Orange County so rewarding?

Working with our program participants provides opportunities to give others life changing support. MHA's staff are trained to offer compassion, inspire hope and teach the skills needed to overcome challenges. Come join our team and make a difference.

If you are seeking a stable and meaningful career, Mental Health Association in Orange County, Inc. is your agency!