Crisis Hotline Supervisor (Part Time) - REMOTE

Oakland Community Health Network•Pontiac, MI

3d•Remote

About The Position

The Supervisor of the Resource and Crisis Hotline and Front Desk plays a critical role in ensuring the smooth and effective operation of crisis response and front‑desk services at the Resource and Crisis Center. This position is responsible for overseeing daily operations, maintaining compliance with applicable standards, and driving quality assurance initiatives across both service areas.

Requirements

Master’s degree in a human services–related field
Previous supervisory experience in crisis or clinical work
Experience working in acute crisis services (preferably including experience in crisis phone/text/chat support)
Master’s degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice).
BLS
Recipient Right’s
Clinical License
Minimum of 3-5 years of experience in mental health services or crisis intervention.
1-2 years in a supervisory role preferred.
Experience working with families and community organizations is preferred.
Flexibility to work varied hours, including evenings and weekends.
Interpersonal Skills
Strong Organizational Skills
Data Analysis
Strategic Planning
Strong written and oral communication
De-escalation and conflict resolution
Strong leadership and problem-solving skills
Clinical knowledge of mental health and suicide prevention
Strong time management
HIPPA
Microsoft 365
Recipient Right’s
Mental Health Code
Medicaid Manual
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 social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles. (Integrity/Building Trust)
Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships, recognizing that the ultimate customer is the person served. (Customer Focus)
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. (Continuous Learning)
Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence in addition to consciously adopting organizational standards of excellence. (Work Standards)
Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. (Communication)

Nice 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, substance use disorder or intellectual/developmental disabilities
Experience working with children with serious emotional disturbance

Responsibilities

Supervise and support Resource and Crisis Hotline staff, ensuring adherence to best practices in crisis intervention and customer service.
Provide direct supervision for MSW social workers and other hotline staff, offering guidance and support in complex crisis situations.
Oversee daily operations of the hotline, including call handling, documentation, and warm transfers.
Monitor key performance indicators such as call volume, abandonment rate, speed of answer, and service outcomes.
Conduct regular reviews of case documentation and service delivery to ensure quality and compliance with organizational standards.
Assist with onboarding and training of new staff, ensuring competency in de-escalation techniques, crisis support, call center software, and electronic health records.
Provide ongoing mentorship and professional 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 related to crisis response and documentation.
Maintain liaison 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.
Provide 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 professional practice and documentation standards.
Promote a working environment that reflects the organization’s RITE Values and supports service recovery efforts.
Facilitate internal communication and promote staff engagement and satisfaction.
Participate in internal and external committees focused on safety, crisis services, and suicide prevention.
Actively contribute to the department’s Continuous Quality Improvement (CQI) initiatives.
Perform other duties as assigned by the Manager.