Crisis Center Supervisor

Crisis Center Supervisor (Onsite Only)

Department/Care Stream: Suicide Prevention

LIA Reporting Structure

Timecard Approver: Suicide Prevention Associate Director

Primary: Suicide Prevention Associate Director

Secondary: Program Manager

Status: Full-Time

FLSA: Exempt

Location: South Valley Center 2

Pay Range: $91,900-$119,470/yr

EEO-1: First/Mid-level Officials and Managers

Organization Information

WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!

We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve.

As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.

To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines.

Position Summary

The Crisis Center Supervisor oversees many aspects of the Crisis Center programming under the supervision of Director including crisis lines operation, community outreach and training services, training processing program volunteers and staff, preparing reports, maintaining accurate records, meeting reporting requirements, as well as adhering to national standards and practices.

Required Qualifications

• Bachelor's degree in Behavioral Science, and/or related field or 4 years of direct suicide prevention and crisis service experience; Master's degree in mental health field preferred.
• Knowledge and proven experience in Suicide Prevention are desirable.
• Ability to complete evidence-based suicide prevention training/certification.
• Demonstrated commitment to the provision of services for the underserved and sensitive working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Knowledge of the local treatment community and referrals.
• Ability to abide by standards of professional ethics and maintain confidentiality.
• Be flexible and creative with high-stress clients, staffing, or situations.
• Coordinate and facilitate meetings and trainings.
• Must be professional, flexible, and adaptable to varying situations and coverage needs.
• Ability to work independently with confidence, monitor progress, and meet deadlines; maintain positive, professional relationships with others and as part of a team.
• Ability to consistently adhere to crisis center program policies and procedures and meet monthly minimum key performance indicators (KPI's).
• Successful completion of all crisis center training and a passing score on the crisis line counselor exam within the first 21 days of employment. A passing score and/or final evaluation is required before being released to work alone.
• Ability to assist with data collection to report outcomes and trends.
• Effectively train volunteers in crisis intervention skills meeting national standards.
• Ability to work "on-call".
• Excellent interpersonal and supervisory skills, including conflict resolution, crisis intervention, quality assurance, staff development, and performance appraisal.
• Excellent time management skills, ability to meet deadlines and organizational ability.
• Communicate clearly and concisely, both verbally and in writing; strong public speaking skills.
• Computer literate in general office functions such as MS Word, email and preparation of spreadsheets. EHR experience preferred.
• Ability to work flexible hours 24/7 including some evenings, weekends, and overnights as needed.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking, and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.

Essential Responsibilities

• Assist the Director and Management Team in the overall management of the 988-suicide prevention and crisis services program.

• Assist with recruitment, screening, training, screening, processing, and supervision of new volunteers and staff.

• Provide consultation and debriefing to crisis counselors and accurately document emergency interventions.

• Maintain accurate detailed records and files for the program and work completed.

• Ensure confidentiality is maintained for both callers and volunteers involved with the agency.

• Assist with meeting weekly crisis line minimum staffing requirements.

• Provide emergency shift coverage if needed.

• Be available "on-call" to answer crisis counselor questions and solve scheduling problems.

• Participate in conferences and meetings as requested or assigned.

• Maintain accurate monthly and quarterly reports, documentation, and/or pre/post evaluations for all outreach and trainings.

• Attend, participate, and occasionally facilitate SPCL staff meetings, and trainings.

• Assist with content for in-service trainings including handouts, slides, and guest speaker suggestions.

• Consult with the Director and Management Team regarding updates/ changes/ needs in policy, procedure, training, etc.

• Prepare statistical and other monthly program reports.

• Develop and maintain updated outreach materials, training curriculum, and training manual.

• Provide ongoing crisis line, chat/text coverage including days, evenings, weekends, and some holidays; assist with overnight coverage when needed.

• Provide classroom and ongoing training and supervision for volunteers and new staff.

• Monitor call records in iCarol for accuracy and/or problems on a regular basis for quality assurance. Provide support to LEADS and constructive feedback to all staff members.

• Promote teamwork with staff and volunteers.

• Initiate and complete outreach presentations (complete with pre and post-tests and QA evaluations) to a wide variety of community-based organizations, schools, and groups.

• Monitor and facilitate mandated reporting as needed.

• Assist with program Quality Assurance/Quality Improvement activities.

• Other crisis center duties and responsibilities as assigned.

Benefits

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment

The work environment is characteristic of an office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands and arms to reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WellSpace Health is an Equal Opportunity Employer