Key Facts

Remote From:

Full time

65 - 65K yearly

English

Hard Skills

Crisis Intervention Clinical Supervision KPI Reporting Performance Management Hotline Calls Quality Assessment Clinical Supervision Management Reporting Employee Coaching Stakeholder Communications

Other Skills

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Training And Development
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Organizational Skills
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Adaptability
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Leadership
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Intercultural Competence
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Team Management
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Verbal Communication Skills

Roles & Responsibilities

Current, valid Illinois Licensed Practitioner of the Healing Arts license (LPHA) with designation as LCSW or LCPC
Experience in mental health services for children and youth
Licensure compliance under 59 IL Administrative Code 132.25 with an unrestricted license
Experience supervising a 24/7 crisis call center operations and providing training and performance feedback to CARES Line Agents

Requirements:

Oversee day-to-day CARES crisis line operations, supervise CARES Line Agent productivity and quality of service, enforce attendance and other policies, and provide ongoing training and support.
Prepare monthly shift performance reports, assist all Line Agents on incoming CARES calls, and coordinate targeted training resources with managed care providers, mobile crisis responders, schools, hospitals, and other partners.
Develop and deliver training materials for CARES Line Agents; communicate policies and procedures with leadership and stakeholders; act as liaison between CARES leadership and staff.
Ensure HIPAA compliance for remote work; participate in quality improvement efforts and analyze data to identify areas for performance improvement.

Aunt Martha's Health & Wellness

About Aunt Martha's Health & Wellness

Aunt Martha’s is a family of more than 800 staff and volunteers. We are health care providers, social workers, educators, counselors, and advocates. We are as diverse as the people and communities we serve.We are parents who know what it is to have a sick, hurting or scared child. We have relied on the help of others to overcome our own challenges. We honor people’s strengths, resourcefulness and resilience. We offer compassion. We provide supportive, professional care.We are a team – skilled and specialized. From the psychiatrist treating children in downstate Illinois, to the dental hygienist caring for a homeless person in Kane County; and from the therapist helping a youth in crisis on the streets of Chicago, to the doctor delivering a baby in Kankakee. Our staff are the best and the brightest in the field.We are all Care Coordinators – intensely dedicated to our patients and clients, connecting each person with exactly what they need, from the services our organization provides to the specialized care offered by our collaborating partners.We are Aunt Martha’s.

Founded: 2018

Company size: 501 - 1000

Website LinkedIn See all jobs →

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. We can hire for the following- ¾ quarter full-time or part-time. I can hire one ¾ quarter or two part-time to fill positions. Here are the shifts-

Overnight: 10:00PM-7:00AM on Sunday, Wednesday and Thursday

Evening: 2:00PM-10:30PM/5:00PM-10:00PM on Saturday:

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.

¾ quarter full-time or part-time. We can hire one ¾ quarter or two part-time to fill positions.

Overnight: 10:00PM-7:00AM on Sunday, Wednesday and Thursday
Evening: 2:00PM-10:30PM/5:00PM-10:0PM on Saturday:

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