Offer summary

Qualifications:

Must be a Licensed Practitioner of the Healing Arts (LPHA) in Illinois, with a valid LCSW or LCPC license., Education and experience in mental health services, particularly with children and youth., Strong communication skills and ability to work effectively with diverse communities., Experience in training and supervising staff in a mental health setting..

Key responsibilities:

Oversee the day-to-day operations of a 24-hour mental health crisis call center.

Conduct performance evaluations and prepare monthly reports on shift performance.

Provide training and support to CARES Line Agents, ensuring adherence to policies and procedures.

Maintain communication with leadership and stakeholders regarding issues and performance improvement.

Job description

Aunt Martha’s Health and Wellness boldly commits to supporting the well-being of our communities, ensuring equity in access and delivering exceptional care inspired by a culture of innovation. We are taking a responsible approach to creating environments that allow us to do what we do best—provide healthcare and wellness. As a part of our commitment to health and safety, COVID-19 vaccines are required for all employees, as well as all newly hired employees. We require documentation upon hire.

This position reports to Chrysalis Consulting Group. Chrysalis Consulting Group is a for-profit company owned by Aunt Martha’s Health & Wellness..

SUMMARY:

CARES is a 24-hour, 7 days a week, Medicaid-funded mental health crisis line for children, adolescents, and adult Illinois residents. The nature of the work associated with Crisis Call Center is to provide resources to callers who are experiencing a suicidal, self-harming, aggressive and/or psychotic episode and need therapeutic support.

The Licensed Practitioner of the Healing Arts (LPHA) is primarily responsible for shift oversight within a 24-hour mental health crisis call center. The LPHA also provides community support and therapeutic assistance to callers and staff as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time.

Administration: Conducts routine performance evaluations that are guided by service delivery indicators such as: call abandonment, call holding, etc. Prepares monthly reports that are reflective of assigned shift performance. Assists all Line Agents on incoming CARES calls. Assist managed care providers, mobile crisis responders, schools, hospitals, and other service providing entities who are in need of targeted training resources.

Supervision: Supervises the day-to-day activity of the call center to include but not limited to: (1) CARES Line Agent productivity and quality of service; (2) Adherence to attendance along with other policies and procedures; (3) Complete regularly scheduled performance reviews and provide ongoing training as needed; and (4) Provide ongoing support for CARES Line Agents, including answering questions, providing guidance and feedback and taking over calls when necessary.

Communication: Maintain strong methods of communication with the leadership team (including but not limited to Vice Presidents, Training Administrator and Quality Administrator) to keep leaders informed about emerging issues or problems that are associated with the crisis line. Work as a liaison between CARES leadership and stakeholders regarding issues, complaints and/or concerns. Coordinate written and verbal communication with Crisis Line Agents regarding policies, provisions and other identified areas of support.

Training: Develop, prepare materials, and conduct training sessions/presentations for CARES Line Agents as needed in partnership with the Training Administrator.

Reporting: Analyze data on a routine basis to suggest areas for performance improvement.

HIPAA: Adhere to HIPAA laws and regulations; Remote office space must meet HIPAA standards.

Quality Improvement: Participate in ongoing quality improvement efforts within the agency.

Diversity/Cultural Awareness: Ability to work effectively with diverse communities and constituencies.

Other Functions: The Agency may assign other functions to the job at its discretion.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Education commensurate with requirements for licensure in qualifying professions for designation as a Licensed Practitioner of the Healing Arts (LPHA) in the State of Illinois, with experience in mental health services to children and youth.

COMPENSATION AND BENEFITS-

Health, Dental, and Vision Insurance
Hourly -$33.65
Disability & Life Insurance
Paid Vacation, Sick Days, and Holidays
Retirement Plan
Employee Assistance Program
Tools and programs to help you get the most from your benefits

CERTIFICATES, LICENSES, REGISTRATIONS:

Must be a Licensed Practitioner of the Healing Arts in accordance with 59 IL Administrative Code 132.25. Must have a current, valid, unrestricted license in the State of Illinois in a qualified profession LCSW/LCPC.

OTHER QUALIFICATION

Weekday, weekend, morning, evening, and overnight work hours available based on business needs.

Required profile