Clinical Supervisor of 911

Description

Position Title: 911 Clinical Supervisor (Day or After-hours)

Reports to: Director of 988 Crisis Services

Location: Hybrid

Type: Full-Time, Non-Exempt

Wage: $43-$45/hour depending on experience. plus $4/hr. after-hours shift differential

Schedule: Day Shift 8 am - 4 pm Tuesday - Saturday or After-hours 12 am - 8 am Sunday - Thursday

This role will require the ability to be onsite at the 911 Valley Communications Center located in Kent, WA.

POSITION SUMMARY: The 911 Crisis Diversion Supervisor is responsible for the daily operations of the remote 911/211/988 Suicide and Crisis Lifeline team. This position under supervision of the 911 Crisis Diversion Manager will participate in the expansion of our 988 team to include coordination of a responsive, professional, multidisciplinary team working in collaboration with the 911 Public Safety Answering Point (PSAP). The program operates 24/7 and is designed to support individuals in real-time, responding to emergency and non-emergency crisis calls. This is a critical role in ensuring individuals in crisis are met with the appropriate care, reducing the need for police involvement and helping guide callers toward essential services.

This hybrid role will include hiring and onboarding new staff, clinical training, daily operations oversight, and support in the implementation of new technologies.

The selected candidate must bring clinical expertise in the areas of crisis intervention, de-escalation, mental health, resource management, as well as clinical supervision. The Diversion Supervisor will oversee the delivery of services via phone, (possibly in the future online chat and SMS text); and will ensure that callers receive appropriate emotional support, and referrals to the appropriate level of care such as mobile crisis, designated crisis responders, and other mental health services; not to exclude housing support, food programs and other essential services.

QUALIFICATIONS AND EXPERIENCE NEEDED:

• Master’s degree in psychology/counseling or social work or related field required.
• Mental Health Professional as defined by WAC 246-341-0515
• Independent or associate licensure in counseling, or social work preferred.
• Two years’ experience working with individuals in crisis preferred.
• Two years’ experience working with 911 or first responders preferred.
• Telephone assessment or help line experience preferred.
• Excellent verbal, written, and typing skills.
• Ability to learn and use multiple software platforms, and technology systems.
• Experience providing training both in person and virtual preferred.
• Evidence of ability to collaborate effectively with a multi-disciplinary clinical staff in a fast-paced environment.
• Ability to obtain necessary security clearance for accessing the CAD system and working on-site at a PSAP.

JOB DESCRIPTION AND RESPONSIBILITIES:

SUPERVISOR RESPONSIBILITIES

• Ensures contract compliance including providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call and texting response.
• Maintains in-depth knowledge of staff functions to be able to fulfill those responsibilities in case of absence/vacancy.
• Supervises the staff of the assigned shift, to include MHP level staff, BA level staff, and entry level staff. Ensure staff receive supervision and call monitoring to adhere to the 988 Suicide and Crisis Lifeline operational best practices, guidelines, and operational requirements.
• Participates in interviewing and screening candidates for these positions.
• Provide quality assurance oversight to the 988 Suicide and Crisis Lifeline, which will include close monitoring and coaching of all staff on shift.
• Works as a member of the Crisis Connections leadership team to ensure efficient and effective integration with other Crisis Connections department programs.
• Maintain an accurate and up to date list of current employees, their FTE status, and schedule to ensure coverage needs are met.
• Conduct formal evaluations of all assigned staff.
• Ensures that all policies and procedures are followed by 988 staff.
• Ensures that shift culture is consistent with delivery of compassionate, respectful and professional services.

CALLER MANAGEMENT

• Assist 911 call takers and 911 supervisors in identifying appropriate calls for 988 transfers.
• Assist remote staff in handling transferred 911 calls and engaging in least restrictive interventions whenever possible.
• Responsible for oversight and handling of 988 Suicide and Crisis Lifeline contacts, assessing for risk of harm, addictions, mental illness and ensuring that best clinical intervention practices are implemented.
• Ensure there are appropriate state-wide referrals and dispatches across WA State.
• Ensure there are appropriate phone, online chat, and/or SMS text crisis interventions to clients using 988.
• Ensures that all contacts are documented accurately and completely by the end of each shift.

KEY PERFORMANCE INDICATORS

• Call standards
• Call Abandonment rate 5% or less.
• Call Answer Rate within 30 seconds 90% or higher.
• Staffing vacancy rate less than 5% for the 988 team.
• Chat/Text metrics as assigned.
• Effectively evaluates team and individual performance through review of metrics and data to interpret both past, present, and future performance to ensure contractual requirements are met.
• All staff working within the 988 Crisis Services Department share the responsibility to meet these contract metrics.

TRAINING AND PROFESSIONAL DEVELOPMENT

• Supports 911 Diversion Manager in training new staff that incorporates clinical best practices, and training recommendations from the 988 Suicide and Crisis Lifeline.
• Maintains required licensure and keeps updated on current professional literature and trends in the mental health and chemical dependency field.
• 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

• Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
• Participates in pager duty shifts as assigned by the 911 Diversion Manager.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate and thorough.
• 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, and customers/clients.
• Makes appropriate use of Supervisor.
• 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.
• Suggests solutions to identified problems.
• Attends all internal staff meetings as assigned.
• All other duties as assigned.

Requirements

Requirements

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.

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.

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.

Job Type: Full-time

Pay: $43.00 - $45.00 per hour

Expected hours: 37.5 per week

Benefits:

• 403(b)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Night shift

Education:

• Master's (Required)

Experience:

• clinical supervision: 2 years (Required)

License/Certification:

• LMHCA or LICSW (Preferred)

Ability to Commute:

• Seattle, WA 98121 (Required)

Work Location: Hybrid remote in Seattle, WA 98121

Salary : $43 - $45