Clinical Supervisor of 988 Chat/Text (Fully Remote)

Position Title: Clinical Supervisor of 988 Crisis Services

Reports to: Clinical Director of 988 Services

Type: Full-Time, Non-Exempt, 37.5 hours per week

Wage: $43 - $45/hr. DOE + $4 GY shift differential

Location: Fully Remote, candidates must be located in WA state, Arizona, Ohio or Texas to be considered.

Benefits: Eligible for benefits, working 30 or more hours per week

Schedule: GY Shift (12 am - 8 am); Sunday - Thursday

Union Representation: Non-union role

PROGRAM SUMMARY: The Clinical Supervisor of 988 Crisis Services is responsible for the shift operations of the 988 Suicide and Crisis Lifeline. This position under supervision of the Clinical Director of 988 Crisis Services will participate in the cutting edge the large-scale implementation of a clinical contact center, to include hiring and onboarding new staff, clinical training, and support in the implementing of new technologies. This role will supervise a multi-disciplinary team of staff across a 24/7 shift schedule in collaboration with other Clinical Supervisors.

POSITION SUMMARY: This selected candidate must bring clinical expertise in the areas of crisis intervention, de-escalation, mental health, as well as clinical supervision. Responsibilities include hiring, training and supervising staff. The Clinical Supervisor will oversee the delivery of services via phone or chat/text; and will ensure that contacts receive emotional support, and referrals to the appropriate level of care such as mobile crisis, designated crisis responders, and other mental health services.

REQUIRED QUALIFICATIONS AND SKILLS

1. Master’s degree in psychology/counseling or social work or related field required.
2. Mental Health Professional as defined by WAC 246-341-0200.
3. Independent or associate licensure in counseling, or social work preferred.
4. Two years’ experience working with individuals in crisis preferred.
5. Telephone assessment or help line experience preferred.
6. Excellent verbal, written, and typing skills.
7. Ability to learn and use multiple software platforms, and technology systems.
8. Experience providing training both in person and virtual preferred.
9. Evidence of ability to work effectively with a multi-disciplinary clinical staff in a fast-paced environment.

JOB DUTIES AND RESPONSIBILITIES:

SUPERVISORY REESPONSIBILITIES

1. Ensures contract compliance including: providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call or chat/ text response.
2. Maintains in-depth knowledge of staff functions to be able to carry out those responsibilities in case of absence/vacancy.
3. Supervises the staff of the assigned shift, to include MHP level staff, BA level staff, and entry level staff. Ensure staff receive supervision and contact to adhere to the National Suicide Prevention Lifeline’s operational best practices, guidelines, and operational requirements.
4. Participates in interviewing and screening candidates for these positions.
5. Provide quality assurance oversight to the 988 Suicide and Crisis Lifeline, which will include close monitoring and coaching of all staff on shift.
6. Works as a member of the Crisis Connections leadership team to ensure efficient and effective integration with other Crisis Connections department programs.
7. Ensures contract compliance including: providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call or chat/text response.
8. Conduct formal evaluations of all assigned staff.
9. Ensures that all policies and procedures are followed by 988 staff.
10. Ensures that shift culture is consistent with delivery of compassionate, respectful and professional services.

CALLER MANAGEMENT

1. Responsible for oversight and handling of 988 Suicide and Crisis Lifeline contacts, assessing for suicidality, risk of harm, addictions, mental illness and ensuring that best clinical intervention practices are implemented.

2. Ensure there are appropriate state-wide referrals and dispatches across WA State.

3. Ensure there are appropriate call/chat/text-based crisis intervention to clients using 988.

4. Ensures that all call/chats/texts are documented accurately and completely by the end of each shift.

KEY PERFORMANCE INDICATORS

988/Lifeline

• Call Abandonment rate 5% or less for the supervisor’s assigned shift.
• Call Answer Rate within 30 seconds 90% or higher for the supervisor’s assigned shift.
• Staffing vacancy rate less than 5% for the supervisor’s assigned shift.

TRAINING AND PROFESSIONAL DEVELOPMENT

1. Supports Clinical Director of 988 Crisis Services in training to new staff that incorporates clinical best practices, and training recommendations from the 988 Suicide and Crisis Lifeline/Vibrant.

2. Maintains required licensure and keeps updated on current professional literature and trends in the mental health and chemical dependency field.

3. Maintain a minimum of 12 hours of training per FTE on approved topics relevant to the job function.

QUANTITY AND QUALITY OF WORK/WORK HABITS

1. Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
2. Participates in pager duty shifts as assigned by the Clinical Director of 988 Crisis Services.
3. Follows personnel policies and procedures.
4. Written and verbal communication is clear, concise, accurate and thorough.
5. Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers, help seekers, and external partners.
6. Makes appropriate use of supervisor.
7. Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support, and motivates staff and volunteers to outstanding performance.
8. Suggests solutions to identified problems.
9. Attends all internal staff meetings as assigned.
10. All other duties as assigned.

WORKING CONDITIONS: Individuals in this position should be able to sit for lengthy periods of time. Individuals will need to be able to wear a headset or earphones for calls and meetings.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirements:

• Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.