Crisis Call Center Supervisor - 988 - NAMI Chicago : Job Details

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DescriptionType: Full-timeReports to: Senior Manager of 988Office Location: 224 W. Hill St, Chicago, in-office and hybrid working options available. Must be based in the Chicago area and available to come to the Chicago office in person for trainings, specific shifts and meetings several times per year.Shift: 3:45 PM – 12:15 AM, 5 days per week. Days TBD.Required to work three (3) of six (6) “major” holidays (Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, and New Years Day) as determined by supervisory staff. Required to work any other recognized organizational holiday that your shift aligns with. Work schedules are subject to change as necessary to meet the Agency's and its client's needs. Reasonable notice is provided to facilitate personal planning.BackgroundGuided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.The 988 team plays a crucial role in providing immediate support and intervention for individuals experiencing emotional distress and mental health crises. Operating within the framework of a national suicide and crisis hotline, you will offer empathetic listening, crisis intervention, and resources to access more support. This position demands strong communication skills, empathy, and the ability to remain calm under pressure. This role may be demanding and requires continuous multitasking and the ability to think and work quickly on the computer using various apps and platforms.Who We Are Looking ForThe 988 Crisis Supervisor contributes to NAMI Chicago's overall mission by managing and supervising 988 Crisis Counselors for the 988 suicide prevention hotline. The 988 hotline at NAMI Chicago is operational from 4:00 p.m. to 8:00 a.m., 7 days per week. The ideal candidate will have proven success in supervising and motivating teams that operate in an overnight or 24/7 environment. In addition, they will have direct experience with operating phone-accessed programs or services in areas such as crisis services, emergency services, and mental or public health services. They have knowledge of crisis intervention practices, and behavioral patterns and effects of mental illness. They will also have familiarity with professional behavioral health standards, practices, and techniques, as well as medical terminology related to mental health crisis. In addition, they will have excellent communications skills, and a keen interest in NAMI Chicago's mission. The 988 Crisis Supervisor manages a team of part-time and full-time 988 Crisis Counselors.ResponsibilitiesTeam Supervision & Coaching

• Provide support to staff regarding unique or complex client situations; debriefing and processing as need
• Oversee, shadow and listen-in on 988 calls during shift times
• Support in troubleshooting any technology issues; liaising with appropriate parties as needed
• Resolve unplanned staffing gaps by coordinating with 988 Crisis Counselors and other 988 Crisis Supervisors as needed, to ensure appropriate coverage of the 988 line.
• As needed, cover direct service responsibilities within the 988 program, such as answering calls, supporting trainings, entering data, and filing mandated reports
• Directly supervise and conduct performance evaluations for a set of part-time and full-time 988 Crisis Counselors.
• Coach and develop 988 Crisis Counselors with the support of 988 Training Specialist and Senior Manager
• Support the Senior Manager in the hiring and onboarding of new 988 Crisis Counselors
• Build rapport with team members and creates a team culture to promote NAMI Chicago's values and vision for 988

Compliance & Quality Assurance

• Maintain familiarity with program policies and procedures, ensuring 988 Crisis Counselors are in alignment with them
• Monitor and observe 988 Crisis Counselors on a regular basis and use these observations for continued growth in reflective supervision
• Document all critical incidents and utilize all agency procedures for proper documentation and record keeping

RequirementsEssential Knowledge, Skills and Abilities:

• Knowledge of professional behavioral health standards, practices, and techniques, as well as medical terminology related to mental health crisis.
• Management of Others – Ability to manage and motivate a team, in alignment with the vision for 988 and programmatic requirements. Confidence in offering positive and constructive feedback and supervision to ensure a supportive experience for both caller and 988 Crisis Counselor
• Commitment to supporting the wellness of 988 program team
• Interpersonal & Communications – Strong communication skills and
• Teamwork & Collaboration – Collaborative approach to work to drive organizational outcomes
• Flexibility & Adaptability – Ability to effectively manage a new team with non-traditional work hours
• Exercising Sound Judgement – Thoughtfully analyzes situations and challenges to arrive at sound decisions.

Minimum Qualifications & Requirements

• Commitment to complete NAMI Chicago 988 training: 4 weeks of training, approximately 40 hours per week, offered during daytime hours. Attendance at training will be compensated.
• Education: Bachelor's Degree in psychology, counseling, social work or related field is required. Master's Degree and LCSW or LCPC preferred.
• Qualified Mental Health Professional (QMHP), consistent with Illinois Administrative Code
• At least 3 years of clinical and/or crisis intervention experience is required.
• Knowledge of or experience in crisis response and/or suicide prevention program delivery.
• At least 2-3 years of supervisory or management experience is desired.
• Computer Skills: Proficiency in Microsoft Office 365; Proficiency in Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by NAMI Chicago

Available Benefits

• Company sponsored wellness activities.
• Medical, Dental and Vision benefits.
• Company sponsored Life and AD&D Insurance and Long-Term Disability.
• 401k Retirement plan.
• Critical Illness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage.
• Generous PTO.

Annual Salary Range: $62,000-$65,000/year

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typePart-time

Job function

• Job functionOther
• IndustriesNon-profit Organizations

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