Behavioral Health Call Center Supervisor

Current employees: Please apply through the employee portal to be considered for this opportunity.

Pay Range:

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Job Type:

Exemption Status:

Closing Date (Open Until Filled if No Date Specified):

The Opportunity:

Overview:

THIS WORK MATTERS!

Are you a QMHP certified professional who has a passion for providing vital program service delivery to the community by using trauma informed and equity lens approaches? Are you a systematic thinker with a knack for supporting people in crisis? Do you enjoy attention to detail in a fast paced-environment? If so, then apply your strengths in this high impact position with an outstanding team of Mental Health professionals working at the Health Department, Behavioral Health Division! 

The Multnomah County Behavioral Health Call Center is a 24 hour, continuous crisis operation that constitutes the hub of mental health services for all residents of Multnomah County and Washington County. The vast majority of services are provided via telephone with approximately 75,000 calls received per year. 

Staff at the Call Center answer and triage multiple distinct telephone lines that ring into the Call Center, 24 hours a day, 7 days a week, 365 days a year including:

1) Multnomah County Crisis Line

2) 911 transfer line

3) EASA Referral Line

4) Emergency Line (major event communication, e.g. terrorist attack, major earthquake, etc.)

5) Washington County Crisis Line

6) Mental Health Referral Line

7) The CATC/Respite referral line

8) 988 transfer line

9) Latine Mental Health Line

10) Clackamas County Crisis and Support Line (after hours)

11) Washington County 911 Transfer Line

This position's purpose is to collaboratively supervise the Behavioral Health Call Center with other supervisors. You will provide direct clinical and administrative supervision of staff and the daily operations of a 24-hour call center, according to the clinical model established by the BHD Medical Director and Division Director. In addition, you will develop and maintain professional relationships with contracted crisis -service providers, provide outreach and education regarding County crisis services to the community.

The Program Supervisor understands the systemic inequities faced by BIPOC communities with regard to service access, diagnoses, treatment and impact on health and mental health outcomes. 

As the Program Supervisor, other duties will include:

Clinical and Administrative Leadership and Supervision

• Working with Program Manager and other BH Call Center Supervisors to apply equity and trauma informed lenses to manage all aspects of the Call Center to ensure that quality clinical services are provided by staff according to the model for the Call Center.

• Participate in program and system development, and oversee continuous quality-improvement initiatives.

• Provide on-call administrative and clinical support, as scheduled.

• Provide clinical and administrative supervision of assigned Call Center clinical staff to ensure model adherence to the Division's standards.

• Sharing on-call support with other Call Center supervisors.

Collaboration with Internal and External Stakeholders

• Initiate and participate in meetings and projects with other behavioral health system components and related agencies to promote optimal functioning and coordination between agencies and programs. 

• Provide leadership in new and ongoing projects and initiatives related to call center business.

• Communicate with Call Center and Community Mental Health Program (CMHP) leadership regarding any conflicts, challenges, barriers or successes.

Direct Clinical Services and Community Education/Outreach

• Provide direct client services on the phone when escalated to a supervisor, or as indicated by coverage needs.

• Promote Call Center and Crisis System in community and internal settings through various and creative outreach efforts.

• Educate providers and consumers about the functions of the call center and the crisis system.

• Clarify and coordinate effective working relationships. 

TO QUALIFY:

We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific about how your background is relevant. For details about how we typically screen applications, review our overview of the selection process page.

Minimum Qualifications/Transferable Skills*:

Education/Training: Master's degree from an accredited college or university in the mental health field with major coursework in social science, or a related field demonstrating the capacity for the required knowledge and skills to meet provider Qualified Mental Health Professional (QMHP) credentialing requirements as required by Oregon Administrative Rules (OARs) and the Mental Health & Addiction Certification Board of Oregon (MHACBO) - more information can be found at MHACBO website. Current QMHP-C, and/or licensed Board of Oregon (LPC, LCSW, PhD, etc.) (Required) See qualified degrees listed below:

• Master's degree in psychology.

• Master's degree in social work.

• Master's degree in a behavioral science field.

Experience/Certification: Three (3) to six (6) years of experience that demonstrates the ability to perform the duties of the position. Clinical supervisors/managers in mental health programs shall meet QMHP requirements and have completed two (2) years of post-graduate clinical experience in a mental health treatment setting. 

Other: 

• This position requires a background investigation, which may include being fingerprinted. 

Preferred Qualifications/ Transferable Skills*: You do not need to have the following preferred qualifications/ transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following preferred qualifications/transferable skills.

• Appropriate Oregon Licensing Board LCSW, LCP, Clinical Psychologist

• Leadership experience in the crisis field

• Leads with race through actions and advocacy with internal programs, with community partners and across departments throughout the county.

• Demonstrate the ability to flex style when faced with myriad dimensions of culture in order to be effective across cultural context.  

• Respect and appreciation for ethnic and cultural diversity.

• Knowledge of challenges and barriers faced by those with Severe and Persistent Mental Illness (SPMI) and the systems they encounter in Residential Services, Adult Protective Services and Crisis Services.  

• Ability to collaborate and build relationships to achieve positive work outcomes.

• Ability to maintain a safe and healthful workplace.

• High degree of resilience, is outcome driven and can thrive in an environment of rapid change while effectively managing pressure in an effective and professional manner.

*Transferable skills: Your transferable skills are any skills you have gained through education, work experience (including the military) or life experience that are relevant for this position. Be sure to describe any transferable skills on your application and clearly explain how they apply to this position.

SCREENING & EVALUATION:

REQUIRED: 

The Application Packet: You must submit all requested items below. Failure to do so will be deemed as an incomplete application.

1. Attach a Resume demonstrating you meeting minimum qualifications; AND

2. Attach a Cover Letter addressing the following: 

• Demonstrate your experience working with a diverse workforce and vulnerable populations. 

• Demonstrates how your Supervisory/experience and skill set align with the minimum, preferred qualifications AND current certifications for this position including any leadership experience in the crisis field and experience in providing culturally guided supervision; AND

3. Attach a copy of your QMHP-C Certification and/or Oregon Licensure (Required)

Note: The application, resume and cover letter should demonstrate your work experience/skills and how it is related to those shown in the Overview and To Qualify sections of the job announcement. Please be thorough, as these materials will be scored and determine your eligibility to advance in this recruitment process. 

The Selection Process: For details about how we typically screen applications, review our overview of the selection process page. We expect to evaluate candidates for this recruitment as follows:

• Initial review of minimum qualifications

• Resume and Cover Letter Review 

• Phone screen

• Consideration of top candidates

• Language assessment

• Background, reference

Note: Application information may be used throughout the entire selection process. This process is subject to change without notice.

ADDITIONAL INFORMATION:

ADDITIONAL INFORMATION:

Type of Position: This non-represented position is not eligible for overtime

Type: Non- Represented

FLSA: Exempt 

Teleworking (if applicable): At this time, this position is designated to “routine telework,” meaning you will be working remotely (from home) most of the time. As with all routine telework positions, employees may be required to come into the office on occasion or visit a location in the community. The designation of Routine Telework may be subject to change at a future time.

Salary/Pay: Please be advised that the pay range listed for this position is intended to provide general guidance on the earning potential for the role. However, actual compensation will be determined in accordance with the Oregon Equal Pay Law and will take into account factors such as the candidate's relevant experience and education. Candidates should expect that initial offers will be made within the listed pay range and may not be at or near the top of the range.

Serving the Public, Even During Disasters: Everyday, Multnomah County staff work together to serve as a safety net for our communities. During a disaster, this safety net becomes even more critical. All County employees have a role in serving the public during inclement weather, natural disaster, or other types of community emergency response. During these emergency responses, while typically there begins with a call for volunteers, county employees may ultimately be reassigned from their current position to a role in the emergency response in order to support the critical needs presented by our communities. For more information, please visit the Disaster Service Worker Information page.  

Diversity and Inclusion: At Multnomah County, we don't just accept difference; we value it and support it to create a culture of dignity and respect for our employees.

We are proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran or protected veteran status, genetic information and other legally protected characteristics. The EEO Know Your Rights poster is available for your reference. Multnomah County is a VEVRAA Federal Contractor. We request priority protected veteran referrals.

Veterans’ Preference: Under Oregon Law, qualifying veterans may apply for veterans’ preference. Review our veterans’ preference page for details about eligibility and how to apply.

Accommodation under the Americans with Disabilities Act: We gladly provide reasonable accommodation to anyone whose specific disability prevents them from completing an application or participating in this recruitment process. Please contact the recruiter below in advance to request assistance. Individuals with hearing or speech impairments may contact the recruiter through the Telecommunications Relay Service by dialing 711.

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Application information may be used throughout the entire selection process. This process is subject to change without notice.

Disclaimer: This announcement is intended as a general descriptive recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.

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