Hotline Crisis Unit Manager

Westmoreland Community Action • Greensburg, PA

8d • $59,322 - $64,938

About The Position

Our Crisis Unit is expanding and looking for a manager to join our wonderful team! As Crisis Unit Manager, you will oversee the Crisis Hotline and Mobile Crisis Unit programs throughout Westmoreland County. You will manage the day-to-day operations for these programs, provide intervention support to county residents in crisis, and supervise crisis workers. You will accomplish this by:
Ensuring all programs are operated in accordance with Community Support Program principles;
Supervising, training, and mentoring crisis workers to ensure program compliance and excellent participant service;
Completing schedules according to program needs and assuming primary responsibility for obtaining or providing shift coverage in the event of call off or need for additional staffing;
Assuring billing is submitting in a timely manner and providing reports to management and government agencies; and
Providing crisis intervention services, referrals & follow-ups to consumers who are exhibiting a wide variety of acute problems or behaviors disturbed thoughts, mood & social relationship.

The Crisis Hotline is available 24/7 to provide assistance for individuals in crisis or for individuals seeking assistance for another person in crisis. Calls are answered by a trained crisis worker who will identify the crisis and assist with support, offer resources about community services, and treatment providers. The Mobile Crisis Team provides face-to-face intervention, assisting those in crisis during a variety of situations, addressing such issues as suicidal and homicidal ideation, concern for friend or family members, and behavioral health concerns.

Westmoreland Community Action (WCA) is a non-profit organization that works to connect individuals and families to opportunities and resources throughout the community to improve their quality of life and help to reduce poverty in the community. This is accomplished through housing, counseling, support, education, intervention, collaborations, partnerships, information, referrals, and networking.

Westmoreland Community Action (WCA) is committed to recruiting and retaining a diverse workforce that reflects our community and those that we seek to serve. If you, in good faith, believe that you are qualified to succeed in this position, we encourage you to apply. Please include a cover letter to tell us about your unique qualifications for the position. Our hiring manager will review your application and, if interested, will contact you regarding next steps.

Requirements

• Bachelor’s degree with major course work in either sociology, social work, psychology, gerontology, criminal justice, theology (with emphasis in pastoral counseling), nursing, counseling, education or a related field or at least 12 college credits in any if the above disciplines.
• Direct experience in crisis intervention with the ability to assess crisis situations, respond by providing appropriate counseling, assist in resolving crisis situations and arranging for efficient referral and follow-up services.
• Five (5) years previous casework experience with the demonstrated ability to oversee management of Crisis Programs, or similar experience in another work setting.
• Demonstrated experience in completing staff schedules.
• Knowledge of counseling skills.
• Ability to work without direct supervision and maintain accurate, detailed case documentation.
• Proficiency with Microsoft suite and other software.
• Acts 33, 34, 114, and sex offender registry clearances.
• Valid PA driver’s license, mandated Agency auto insurance coverage, and reasonably clean driving record.
• Willingness to work a schedule within a 40 hour-week.
• Push/pull, lift/move up to 25 pounds.
• Perform moderately difficult manipulation – typing, filing, writing.
• Perform tasks requiring foot and/or hand/eye coordination – driving, data entry.
• Walk, stand, sit for prolonged periods, drive.
• Articulate with accuracy – employee/client interaction, phone communication.
• Read small print, use a computer, drive a car.
• Receive verbal instructions, answer phones, communicate clearly.
• Able to concentrate with some interruptions.
• Able to attend to tasks for more than 60 minutes.
• Able to understand and relate to concepts behind crisis and housing support services.
• Able to recall multiple tasks and assignments over extended periods.

Responsibilities

• Oversee the day-to-day operations of the Crisis Hotline and other assigned programs.
• Ensure continuity of care across all crisis service lines and hubs.
• Prepare for internal and external licensing reviews, audits, and quality assurance activities.
• Provide after-hours telephone support and consultation to staff as assigned.
• Compile and submit monthly reports and performance metrics.
• Provide direct supervision and ongoing coaching to all crisis staff across hotline services.
• Complete monthly staffing schedules for all crisis hotline programs and adjust based on program needs.
• Ensure shift coverage and arrange replacement staff during call-offs or emergent staffing gaps.
• Conduct performance reviews and support professional development.
• Maintain a trauma-informed, recovery-oriented, culturally responsive service environment.
• Review, correct, and approve all crisis documentation to ensure accuracy, completeness, and compliance with agency, state, and payer requirements.
• Monitor documentation timelines and support staff in maintaining required standards.
• Ensure all program operations adhere to licensing requirements, CSP principles, HIPAA regulations, and crisis intervention standards.
• Provide crisis intervention, risk assessment, stabilization, safety planning, and referrals as needed.
• Support hotline staff with clinical guidance during complex cases.
• Ensure coordinated handoffs between hotline and mobile teams to support continuity of care.
• Work collaboratively with Behavioral Health & Developmental Services, the Base Service Unit, Carelon, local hospitals, and community providers.
• Maintain updated resource materials and distribute information to staff.
• Communicate regularly with the Director of Mental Health Programs regarding operational needs, staff concerns, program gaps, and service improvements.
• Attend required trainings, case conferences, and team meetings.
• Any other duties as assigned by the Director or Vice President.

Benefits

• 100% Employer paid dental, vision, life insurance, short-term disability, and long-term disability polices,
• ICHRA health plans – Using an allowance, choose the best plan for you,
• 16 paid holidays,
• 10 days of vacation in first year of employment,
• 8% retirement match after 1 year and 1000 hours of service,
• Mileage reimbursement,
• Time and a half for holidays worked.
• Shift differential for evening and overnight shifts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager