Administrative Lead 988 Specialist - Call Center

Description

Job Summary:

The Administrative Lead 988 Specialist will oversee the administrative operations of the 988 response center, ensuring smooth daily operations, efficient workflow, and high-quality service delivery. This role is vital in supporting a high-performing team of 988 Specialists and ensuring that all operational policies, procedures, and standards are met. The Administrative Lead 988 Specialist will provide guidance, supervision, and continuous improvement in the management of the 988 response center’s administrative functions, including staffing, training, scheduling, compliance, and reporting.

Essential Functions:

1. Oversees the day-to-day administrative functions of the 988 response center, ensuring smooth operations and coordination across all shifts. Manage schedules, staffing needs, and resources to ensure the center is adequately staffed during peak times.
2. Assists with the recruitment, training, and ongoing development of center staff. Ensure new employees receive appropriate onboarding, crisis intervention training, and continuous professional development. Support leadership in performance evaluations and identify areas for team growth and improvement.
3. Collaborates with leadership to develop and refine internal policies, workflows, and operational procedures. Regularly assess and recommend improvements to enhance the efficiency, quality, and effectiveness of center operations.
4. Ensures timely and accurate reporting on key performance indicators (KPIs), call/chat/text volume, and staff performance. Create and maintain records and documentation on staff training, incident reports, and crisis intervention outcomes.
5. Acts as a point of contact between call center staff, leadership, and external stakeholders. Facilitates communication between different departments, including mental health professionals, supervisors, and resource providers, to ensure seamless coordination of services.
6. Ensures that call center operations comply with all legal, regulatory, and accreditation requirements, including confidentiality standards, HIPAA regulations, and organizational policies.
7. Oversees the use of center technologies (including phone systems, chat platforms, text services, and other software) to ensure they function properly. Work with the IT department to address technical issues and improve the efficiency of digital communication tools.
8. Participates in ongoing training related to crisis intervention, behavioral health issues, and effective communication techniques.
9. Serves as a fully integrated 988 Specialist to assist with call/text/chat response when necessary.
10. Other duties as assigned.

Qualifications

Education and Experience:

1. Bachelor’s degree in business administration, psychology, social work, sociology, or human services required.
2. At least one year of experience in a customer service, management, crisis intervention, or mental health support role is preferred. Experience in handling crisis situations over the phone, via chat, or text is a plus.

Skills:

1. Strong leadership and team management skills with the ability to motivate and support a diverse team of professionals.
2. In-depth knowledge of crisis intervention protocols, mental health support services, and suicide prevention strategies.
3. Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
4. Strong analytical skills, with the ability to assess performance data and implement solutions to improve outcomes.
5. High level of proficiency in using office software, call center management tools, and data analysis platforms.
6. Strong communication skills, both verbal and written, with the ability to interact with individuals at all levels of the organization and with external partners.