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About the Role

Under the direction of the Crisis Call Center Program Manager/Director of Clinical Operations, assist with the oversight of the Crisis Call Center Counselors during their assigned shifts. In the absence of the Crisis Call Center Program Manager, the Program Supervisor serves as the on-site supervisor, provides direct supervision to Crisis Call Center Counselors, and is responsible for overseeing the delivery of Text4Teens services. Perform duties while actively promoting an environment consistent with MHA’s Cultural Equity Policy and WELCOME Orange.

Responsibilities

Provide clinical, administrative, and technical supervision to individuals answering the calls or texts.
Provide coaching, identify areas of improvement, and make recommendations for remediation in consultation with the Crisis Call Center Program Manager.
Oversee Text4Teens services.
Monitor and/or complete required data collection and program reports.
Provide general oversight of the Crisis Call Center during the Crisis Call Center Program Manager’s absence.
Ensure compliance of staff, per diem, and volunteers/interns during your shift to ensure program standards, policies, procedures, and guidelines are followed.
Prioritize work and delegate tasks to ensure proper coverage of functions.
Answer crisis calls while maintaining clinical service levels when needed.
Provide real-time support to Crisis Call Center Clinical Counselors and Counselors experiencing difficulties on calls.
Handle escalated caller inquiries promptly and professionally when necessary.
Initiate debriefing sessions with Crisis Call Center Clinical Counselors, Counselors, and volunteers/interns after difficult calls or when they need additional support.
Assist with oversight of the Crisis Call Center resource directories.
Provide availability for one on-call week per month.
Collaborate with Program Manager and Crisis Call Center Clinical Counselors and Counselors in de-escalation of caller contacts that warrant supervisory intervention.
Complete weekly, monthly, and quarterly reports and listen to call audio as indicated for quality improvement and operations to Program Manager.
Assist with training new staff, volunteers/interns and provide on-going supervision/coaching during shift.
Maintain responsibility for meeting clinical service levels and maintaining efficient operations during assigned shift.
Work with Program Manager and Administrative Program Manager to develop and ensure efficient dissemination of all core training requirements, policy and program changes and assist with implementation of new programs.
Ensure HIPAA laws and MHA confidentiality policies are followed.

Requirements

Licensed Clinical Social Worker (LCSW), Licensed Master Social Worker (LMSW) OR Licensed Mental Health Counselor (LMHC) required.
Copy of NYS license to practice (LCSW, LMSW or LMHC) and current registration required by date of hire.
Experience with the practice of assessment and/or psychotherapy, crisis management, intervention.
Minimum of 2-3 years of supervisory experience required.
Superior supervisory skills as evidenced by being organized, self-motivated, effective time management and can coordinate multiple tasks simultaneously.
Bilingual Spanish/English preferred.
Courteous, empathic, and professional manner.
Excellent interpersonal skills.
Excellent tact and diplomacy.
Ability to work efficiently in a team setting, with collaborative partners and in a high-paced environment.
Working knowledge of Motivational Interviewing and Strength-Based approaches.
Knowledge of human service resources in Orange County, New York.
Effective written and oral communication skills.
Ability to maintain professional demeanor when handling crisis and ventilation contacts.
Ability to exercise sound judgment under crisis situations and to abide by regulations regarding confidentiality.
Efficiency with information-gathering, problem solving, and conflict-resolution.
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.

Skills

Motivational Interviewing
Strength-Based approaches
Excel proficiency
Microsoft Word proficiency

Location

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

Work Type

Full-time
On-call

Experience Level

Minimum of 2-3 years of supervisory experience

Education Level

Licensed Clinical Social Worker (LCSW)
Licensed Master Social Worker (LMSW)
Licensed Mental Health Counselor (LMHC)

Benefits

Paid holidays
Vacation
Personal leave
Sick leave
Competitive compensation rates
1 hour paid lunch for F/T employees
4 Wellness Days annually for F/T employees
14 Paid Holidays which includes 1 Floating Holiday
403(b) Plan with discretionary matching
Medical insurance
Dental insurance
Vision insurance
Flexible Spending Account-Health Saving Account
Dependent Care
Life Insurance
Supplemental Insurance for Medical Expenses
Opportunities for staff development and career growth

About the Company

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.
MHA is an agency that understands that its workforce is vital to our community and the mission of our agency.
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.
If you are seeking a stable and meaningful career, Mental Health Association in Orange County, Inc. is your agency!