MiCAL Crisis Line Shift Supervisor

 

The Michigan Integrated Crisis and Access Line (MiCAL) Crisis Line Shift Supervisor is a fully remote, at-will position. MiCAL is a Common Ground crisis line service that operates 24/7, 365 days per year. MiCAL aims to meet the needs of all populations in crisis, focusing on resolving the individual’s crisis and connecting them to the appropriate support and resources as needed. Services include crisis assessment, referrals to community resources, providers of mental health and/or substance use, shelter, victims assistance programs, etc. The MiCAL Crisis Line Shift Supervisor will oversee the MiCAL Crisis Specialists, MiCAL Service Coordinators and MiCAL Frontline Strong Crisis Specialists who work the line and will report to the MiCAL Manager. The ideal Shift Supervisor will possess excellent leadership skills, self- discipline, outstanding problem-solving skills and relevant experience in crisis work.

·     Administrative Functions: Orientation of new staff, conducting monthly 1on1 Supervisions, approving payroll, collaborating on Shift Scheduling, and Debriefing according to established policy and procedures

·     Training & Development of Staff: Training staff before taking calls, monitoring online learning, conducting ongoing training and skill assessments

·     Oversee the daily MiCAL operation, the daily tasks of the MiCAL Crisis Specialists, MiCAL Service Coordinators, MiCAL Frontline Strong Crisis Specialists and call/chat/text activity on the scheduled shifts

·     Responsible for monitoring the Call Que and making self available for taking calls

·     Provide Crisis Line overflow, ‘Back Up’ support, as needed

·     Provide support to MiCAL Crisis Specialists, MiCAL Service Coordinators, MiCAL Frontline Strong Crisis Specialists, as needed

·     Provide trauma-informed, recovery-oriented triage, crisis intervention, and assessments via phone, chat, text etc.

·     Connect with others involved in the lives of individuals served, educating on recovery processes, if appropriate

·     Assess crisis and person/family’s needs to determine service needed and best referrals

·     Document all required and collected information in the Customer Relation Management (CRM) system using Collaborative Documentation with persons served

·     Act as an advocate for the needs and rights of every person/family including service providers and community agents

·     Work closely with other Common Ground programs, crisis safety-net providers, PIHP’s, Substance Use programs, Sexual Assault programs, core provider network, emergency departments, and the access system across the State of Michigan

·     Ensure staff paperwork is complete and staff provide person/family with necessary documents if appropriate

·     Utilize recovery principles while comforting people in crisis and provide hope, choice, and empowerment

·     Develop understanding and management of wellness and triggers

·     Provide coaching to Crisis Specialists using established tools including encounter monitoring and call monitoring

·     Consult with a licensed MiCAL Crisis Line Clinical Supervisor related to Imminent Risk callers involving Involuntary  Emergency Rescues

·     Michigan Mental Health Code

·     Crisis Intervention models of service

·     Type, using CRM, and operating office equipment efficiently

·     Work mostly independently but also as part of a team

·     Work in a remote/virtual environment

·     Apply critical thinking/decision making skills

·     Establishing and maintaining effective working relationships with a multi-disciplinary team

·     Proficiency in relevant software and applications (i.e., Microsoft Word, Excel, PowerPoint and Outlook)

·     Relate to a diverse population which includes a variety of age, economic and educational backgrounds

·     Understand, follow and provide both verbal and written instructions

·     Communicate effectively, both verbally and in writing

·     Maintain collaborative, inter-professional relationships with colleagues and other health care professionals

·     Apply trauma informed principles and values with knowledge, decisions, and treatment of all people served

·     6 months of Crisis Line experience (required)

·     High School diploma (required)

·     Bachelor’s degree in related human services field (preferred)

·     Successful completion of Common Ground’s 96-hour Crisis Intervention Training program

·     Successful completion of the Applied Suicide Intervention Skills Training (ASIST) must be completed before starting the Shift Supervisor position

·     Successful completion of Customer Relationship Management (CRM) system training upon hire

Environmental Working Requirements:

The MiCAL Crisis Line Shift Supervisor is required to have a private, at-home office environment free from distractions and conducive to handling sensitive calls/texts/chats. The job requires exposure to computer screen(s). Common Ground will provide essential technology and equipment including laptops. Assignments may require work to be done on an individual basis or in virtual teams with members at various staffing levels.

 

There are specific pre-requisite home internet requirements for this position. Common Ground will not cover the cost of home internet. A minimum internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required. In addition, home internet must have a latency (PING) of less than 100 MS. A hard-wired (coax or fiber cable) connection is recommended, but not required. Internet tests are a required part of the screening process for this position. An internet speed test result that meets or exceeds the minimum standards as outlined above is required before the employment start date.

 

All MiCAL Crisis Line Shift Supervisors must be permanent, year-round residents of Michigan.

The ability to work various shifts and hours including weekday and weekend hours. All electronic documents must be complete, accurate, and signed prior to end of shift. Attitude and actions are aligned with the Common Ground purpose and Core Values. Promote a team environment. Focus on the strengths and needs of the person/families served. Complete Service Activity Logs in accordance with departmental standards. Adhere to established Quality Improvement Indicators. Participate in training and orientation of new staff and interns. 

 

Common Ground is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

 

The agency may in its sole discretion fill this position on a full-time or part-time basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Employees in this title are subject to a background check.

 

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.