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Crisis Hotline Supervisor (Part Time) - REMOTE
Job Summary
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.
Important Position Requirements (Please Read Before Applying)
This role works one 12‑hour shift every Thursday. We are hiring:
- 1 Day Shift Supervisor: 7:00 AM – 7:30 PM
- 1 Night Shift Supervisor: 7:00 PM – 7:30 AM
Applicants must meet all of the following requirements to be considered:
- 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)
Essential Functions
- 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.
Job Requirements and Qualifications
Education:
Master’s degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice).
Training Requirements (licenses, programs, or certificates):
- BLS
- Recipient Right’s
- Clinical License
Experience Requirements:
- 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.
Preferred Experience:
- 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
Job Specific Competencies/Skills:
- 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
Knowledge Requirements:
- HIPPA
- Microsoft 365
- Recipient Right’s
- Mental Health Code
- Medicaid Manual
Oakland Community Health Network’s Core Competencies:
- 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)
Additional Information
(Travel required, physical requirements, on-call schedules, etc.):
Must be available for meetings and events which may occur outside of standard office hours.
- Work performed primarily in a crisis center environment.
- The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.
OCHN is committed to building a diverse team and fostering an inclusive and equitable culture. We are proud to be an equal opportunity employer that embraces and encourages our employees’ differences. This includes (but is not limited to) ability, age, color, family type, gender expression and identity, individual expression, medical conditions, national origin, pregnancy, race, religion, sexual orientation, veteran status, and all other diverse and wonderful characteristics.
