Crisis Call Center Coordinator

Job Summary

The Call Center Coordinator is responsible for managing the Nursery helpline, conducting risk assessments, crisis interventions, and prioritizing family needs. This role oversees all calls received through the crisis helpline, including those from waitlist clients. The Call Center Coordinator works closely with Family Care Case Managers to ensure families with the most urgent needs receive support. Additionally, this role involves an on-call rotation and provides training and leadership to Crisis Intervention Specialists within the Call Center, including hiring, training, and ongoing staff development.

Key ResponsibilitiesCall Center Operations & Crisis Intervention

• Manage the Crisis Nursery Helpline, providing assessments and crisis interventions to parents.
• Offer referrals to appropriate community resources.
• Triage urgent needs to prioritize support services.
• Assess risk levels to determine care priorities.
• Oversee and respond promptly to all active phone logs and update the Nursery as necessary.
• Contact families on the waitlist to reassess needs, provide support, and offer referrals.
• Conduct outreach calls to maximize available Nursery bed space daily.
• Perform follow-up calls with families receiving Crisis Care services at 48 hours, 14 days, and 30 days post-discharge as needed.
• Maintain a nonjudgmental, strengths-based approach when interacting with families.
• Document all relevant information in a timely and fact-based manner.

Leadership & Staff Development

• Train, coach, and support Call Center staff, ensuring skill development and professional growth.
• Provide constructive feedback to shape team behavior and maintain a therapeutic environment.
• Supervise Crisis Intervention Specialists and offer consultation as needed.
• Collaborate with the team to develop and improve the 24-hour helpline program.
• Assist in hiring and onboarding new Crisis Intervention Specialists.

On-Call Responsibilities

• Participate in an on-call rotation and respond to calls and concerns within 15 minutes.
• Act as the admitting supervisor when on call, ensuring efficient use of space and providing guidance on intakes, discharges, and care extensions.
• Ensure appropriate staff ratios are maintained within the nursery.
• Assist in finding shift coverage when necessary.
• Serve as a liaison for the Administrator on Call as appropriate.
• Communicate timely updates and transfer on-call information effectively.

Administrative & Community Engagement

• Track and submit statistics to the Senior Director of Grant Resources.
• Participate in the execution of special events benefiting Crisis Nursery services.
• Network and collaborate with other social service agencies.
• Complete a minimum of 40 hours of approved in-service training annually.
• Maintain professional behavior and a calm demeanor in all interactions.
• Perform other duties as assigned.

QualificationsKnowledge & Skills

• Expertise in crisis intervention, risk assessment, and support for parents and children in crisis.
• Strong skills in de-escalation, reflective listening, strengths-based approaches, and solution-focused goal setting.
• Proficiency in verbal and written communication, active listening, and problem-solving.
• Strong clinical skills with an ability to triage and support families effectively.
• Organizational and time management skills.

Abilities

• Ability to provide strength-based intervention strategies to families in crisis.
• Maintain a calm and sensitive demeanor toward children and families in crisis.
• Proficiency in computer software, including word processing and database systems.
• Comfort using hands-free calling technology for real-time documentation.
• Ability to deliver presentations to small groups.

Job Type: Full-time

Pay: $48,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Medical Specialty:

• Public Health

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Education:

• Master's (Required)

Experience:

• Call Center/Helpline: 1 year (Preferred)
• Leadership: 1 year (Preferred)

Ability to Commute:

• Saint Louis, MO 63111 (Required)

Work Location: In person

Salary : $48,000