Role Description

The Crisis Hotline Shift Supervisor plays a critical role in ensuring the smooth and effective operation of crisis response at the Resource and Crisis Center. Reporting directly to the Manager of the Crisis Hotline, this position is responsible for overseeing daily operations, maintaining compliance with relevant standards, and driving quality assurance initiatives across both service areas.

This job is remote, but you must live in Metro Detroit. You will need to come to the office for meetings and trainings when asked.

Full-Time Schedule:

• You will work 3 shifts per week, each 12 hours long (36 hours total).
• You will work every other weekend (Saturday and Sunday are part of your schedule every other week).

Shifts Available:

• Day Shift: 7:00 AM – 7:30 PM
• Night Shift: 7:00 PM – 7:30 AM

We are hiring for both shifts.

Essential Functions

• Supervise and support the Crisis Hotline staff, ensuring adherence to best practices in crisis intervention and customer service.
• Provide real-time clinical guidance and on-the-spot consultation during high-acuity or complex crisis situations.
• Oversee daily operations of the hotline, including call handling, documentation, and warm transfers.
• Monitor key performance indicators such as call volume, abandonment rate, speed of answer, and service outcomes.
• Conduct regular reviews of case documentation and service delivery to ensure quality and compliance with organizational standards.
• Assist with onboarding and training of new staff, ensuring competency in de-escalation techniques, crisis support, call center software, and electronic health records.
• Provide ongoing mentorship and professional development opportunities for team members.
• Collaborate with IT and administrative teams to troubleshoot software issues and improve workflow efficiency.
• Participate in the development and implementation of policies, procedures, and protocols related to crisis response and documentation.
• Maintain liaison relationships with internal departments, community partners, and provider leadership to address service delivery concerns.
• Collect and analyze data on hotline operations and prepare reports for the Manager and other stakeholders.
• Assist with scheduling, shift assignments, and reallocation of staff to ensure adequate coverage.
• Provide staff coverage in the absence of essential personnel and participate in rotational on-call support for high-risk calls.
• Ensure staff understand performance expectations and are held accountable for professional practice and documentation standards.
• Facilitate internal communication and promote staff engagement and satisfaction.
• Participate in internal and external committees focused on safety, crisis services, and suicide prevention.
• Perform other duties as assigned by the Manager as needed.

Qualifications

• Master’s degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice).
• Clinical License.
• Certification in crisis intervention or trauma-informed care.
• BLS (Basic Life Support) and First Aid certification must be obtained after hire and prior to providing direct services.
• Completion of agency-specific onboarding and crisis intervention training.
• Ongoing professional development in trauma-informed care and recovery coaching.

Requirements

• Minimum of 3-5 years of experience in mental health services or crisis intervention.
• 1-2 years in a supervisory role preferred.
• Flexibility to work varied hours, including evenings and weekends.

Preferred Experience

• Experience in working with electronic health records.
• Experience in customer service.
• Experience with data entry.
• Experience in crisis de-escalation.
• Experience working with adults with severe mental illness, substance use disorder or intellectual/developmental disabilities.
• Experience working with children with serious emotional disturbance.
• Experience working with families and community organizations.

Job Specific Competencies/Skills

• Strong clinical judgment.
• Strong organizational skills.
• Strong leadership and problem-solving skills.
• Data analysis.
• Strategic planning.
• Strong written and oral communication.
• De-escalation and conflict resolution.
• Clinical knowledge of mental health and suicide prevention.
• Strong time management.
• Ability to manage complex systems and sensitive situations with professionalism and compassion.
• Proficiency in using electronic health records (EHR) systems.
• Bilingual or multilingual abilities.
• Ability to work independently and as part of a team.
• Excellent organizational and time-management skills.
• Ability to remain calm and focused under pressure.
• Empathy and strong ethical standards.
• Good documentation and record-keeping skills.

Knowledge Requirements

• HIPAA.
• Microsoft 365.
• Recipient Rights.
• Mental Health Code.
• Medicaid Manual.

Additional Information

• Must be available for meetings and events which may occur outside of standard office hours.
• Work performed primarily in a crisis center environment.
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.