Mental Health Association in Orange County, Inc. CRISIS CALL CENTER 988 PROGRAM MANAGER JOB POSTING Title: Crisis Call Center 988 Program Manager Reports to: Director of Crisis Services Additional Report: Director of Operations Job Objectives: Under the direction of the Director of Crisis Services, the 988 Program Manager will oversee all 988 operations, ensuring program integrity and high-quality service delivery that aligns with program fidelity. Responsibilities include overseeing 988 telephonic responses, program initiatives, and clinical quality. Perform duties while actively promoting an environment consistent with MHA's Cultural Equity Policy and WELCOME Orange. Responsibilities:
- Oversight of day-to-day operations related to the 988/Lifeline.
- Coordinate, implement and maintain policies, procedures, and workflow related to 988/Lifeline.
- Conduct new employee 988/Lifeline training to foster understanding of organizational policies and objectives.
- Facilitate appropriate and/or required training for existing call center staff answering 988/Lifeline calls.
- Coordinate Call Center activities for 988/Lifeline to ensure goals and objectives are achieved as per contract guidelines and time frame.
- Collaborate and monitor with the Quality Improvement team to ensure counselor scoring reflects the most recent 988 guidance and requirements.
- Collaborate with 988 Clinical Coordinator on data reports, data tracking and projects as they arise.
- Attend all related 988/Lifeline meetings.
- Participate in staff supervision as it relates to 988 as needed.
- Support the Call Center Administrative Supervisor with 988/Lifeline scheduling needs as needed.
- Assist the Talent Acquisition Supervisor with recruitment, interviewing and selection of new potential 988/Lifeline candidates.
- Monitor documentation for all 988/Lifeline calls in the data system.
- Assist with research, grant writing, and fund development for program enhancement and growth.
- Complete data reports for 988/Lifeline as needed.
- Work with management to maintain Call Center service accreditations and manage site-visit preparation.
- Ensure the Call Center is apprised of events pertinent to the 988/Lifeline including media promotion and 988/Lifeline developments.
- Outreach in the community related to 988/Lifeline as needed.
- Provide direct crisis counseling, assessment, and follow-up for individuals who have reached out through the 988/Lifeline as needed.
Other Duties:
- Duties outlined above are intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time. More importantly, duties are subject to change based upon the final design/model of the Orange County Crisis Call Center.
Requirements Qualifications:
- Licensed Clinical Social Worker (LCSW), Licensed Master Social Worker (LMSW) OR
Licensed Mental Health Counselor (LMHC) with appropriate clinical training and experience. OR
- Master's Degree in any of the following fields: social work, mental health, counseling, sociology, or psychology with two (2) years of crisis intervention and crisis management experience.
OR
- Bachelor's Degree in any of the following fields: social work, mental health, counseling, sociology, or psychology with five (5) years of crisis intervention and crisis management experience.
- Two (2) years of experience in a leadership role.
- Crisis intervention experience, preferably in a Call Center setting.
- Strong crisis counseling skills as it relates to performing risk assessments.
- Experience working with culturally diverse populations.
- 988/Lifeline experience preferred.
- Bilingual Spanish/English preferred.
- Courteous, empathic, and professional manner.
- Ability to work independently and in a team setting.
- Ability to collaborate with partners and in a high-paced environment.
- Working knowledge of how to facilitate staff supervisions.
- Working knowledge of Motivational Interviewing and Strength-Based approaches.
- Knowledge of human service resources, that include, but are not limited to mental health, substance use, physical disabilities, physical health and developmental disability resources in Orange County, New York.
- Effective written and oral communication skills.
- Ability to maintain a professional demeanor when handling crisis and ventilation calls.
- Ability to exercise sound judgment under crisis situations and to abide by regulations regarding confidentiality.
- Efficiency with information-gathering, problem solving, and conflict-resolution.
- Effective time management skills and the ability to multi-task.
- Ability to adapt and be flexible to changes in protocol and program needs.
- Ability to respond to telephones and other auditory stimulation.
- Experience working remote.
- Proficiency in Proficient in Excel, PowerPoint, Word, and Google Drive required.
- Copy of NYS license to practice (LCSW, LMSW or LMHC) and current registration required by date of hire OR, current educational status to obtain license and/or waiver within six months of hire date.
Terms of employment/benefits:
- Exempt
- Forty (40) hours per week.
- Locations: Emergency Service Center in Goshen (22 Wells Farm Road, Goshen, NY) and Mental Health Association in Orange County, Inc. in Middletown (73 James P. Kelly Way, Middletown, NY).
- 40 hours of mandatory introductory Crisis Call Center training required.
Mental Health Association in Orange County, Inc. (MHA), is a private, not-for-profit organization seeking to promote the mental health and emotional well-being of Orange County residents. Under the leadership of a voluntary Board of Directors, MHA's staff members, consultants and volunteers provide free mental health and safety net services to Orange County residents each year. Why work for MHA in Orange County? MHA is an agency that understands that its workforce is vital to our community and the mission of our agency. Our many benefits include: 1) Competitive compensation rates 2) 1 hour paid lunch for F/T employees 3) 4 Wellness Days annually for F/T employees 4) 14 Paid Holidays which includes 1 Floating Holiday 5) 403(b) Plan with discretionary matching 6) Employee benefits include: Medical / Dental / Vision / Flexible Spending Account-Health Saving Account / Dependent Care / Life Insurance / Supplemental Insurance for Medical Expenses. 7) Numerous opportunities extended for staff development and career growth. 8) Diverse employment opportunities. Licensed clinicians and bilingual staff are particularly sought. As an agency that provides 24/7 services, numerous shifts are also available. Why is working for MHA in Orange County so rewarding? Working with our program participants provides opportunities to give others life changing support. MHA's staff are trained to offer compassion, inspire hope and teach the skills needed to overcome challenges. Come join our team and make a difference. If you are seeking a stable and meaningful career, Mental Health Association in Orange County, Inc. is your agency! Salary Description $68,000.00