Our client is a recognized leader in the emotional health field, providing much needed services in a variety of settings. Whether through advocacy, education, innovation, therapy referral services, community programs, crisis and support helplines, emotional wellness awareness or emotional crisis preparation and management, our client relies on its purpose driven approach to help others who are struggling. With strict adherence to core values that promote dignity, respect, and mental and emotional wellbeing for all, our client seeks individuals who align with their mission and want to make a difference, providing care and support, one person at a time.
Position Objective: This contact center-based position is ideal for individuals who are interested in leveraging technology to increase access to behavioral health support and strengthen the field of telehealth practitioners. Clinical Supervisors work in small teams providing clinical oversight and consultation for a designated shift of crisis counselors providing evidence-informed information and referrals, brief supportive counseling, crisis intervention, and suicide prevention, to individuals who reach out via phone, chat, and text to the National Suicide Prevention Lifeline in emotional distress and/or seeking information on available services. Clinical Supervisors are also allocated a team of crisis counselors they engage in direct clinical and administrative supervision to support their clinical growth.
Department: Contact Center Services – Here 2 Help Connect
Reports to: Clinical Manager
10a – 6p Tues – Sat (Sun/Mon off)
1p – 9p Tues – Sat (Sun/Mon off)
4p – 12a* Mon-Fri (Sat/Sun off)
Major duties and responsibilities
- Work in collaboration with other clinical supervisors to provide guidance to all staff on shift on the effective and efficient application of clinical skills and program policy through live coaching, case consultations, and ad hoc supervision post-crisis interactions.
- Work in collaboration with shift supervisors to ensure service levels are met and to maintain efficient operations during a given shift.
- Answer helpline calls/text/chats as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed to maintain service levels.
- Provide ongoing clinical supervision to direct reports on a bi-weekly basis; reviewing the application of clinical skills and provide feedback for ongoing development of clinical competencies/skills, provide coaching where necessary, identify areas of improvement, document supervision notes and make recommendations for remediation in consultation with the Quality Improvement and Training departments.
- Working in conjunction with the quality improvement department, monitor interactions handled by direct reports for quality improvement and training purposes; completing relevant documentation and providing constructive feedback to counselors.
- Ensure compliance of direct reports with professional development, meeting, and supervision requirements.
- Adhere to a performance-based management approach utilizing key performance indicators to make data driven evaluations, culminating in annual performance appraisals for all direct reports. Work with program leadership to ensure efficient dissemination of all policy and program changes, and assist with the implementation of new features.
- Based on observation and data patterns, recommend program design modifications as needed to ensure the program supports innovations in mental health.
- Coordinate and manage communications with external partners such as public safety professionals, children’s services, etc as required.
- Engage in professional development training and meetings as required.
- On-call duties as needed
- A minimum of 1-2 years of supervisory or clinical consultation experience in a behavioral health setting is preferred.
- Experience providing high-quality clinical supervision or clinical consultation, discussing topics such as trauma-informed care, transference/countertransference, compassion fatigue, and self-care. Ability to exercise sound clinical judgment in a fast-paced environment to provide clinical guidance and coaching to counselors.
- Ability to communicate clinical knowledge clearly, effectively, efficiently, courteously through oral and written language.
- Familiarity with Motivational Interviewing skills and conflict-resolution skills in order to effectively engage with crisis counselors in a supportive and collaborative manner.
- Comfortability in having corrective conversations, identifying/developing remedial strategies and tools, and implementing progressive discipline with direct reports.
- Superior time management skills as evidenced by timely submission of all required documentation including comprehensive and detailed supervision notes.
- Aptitude in seamlessly transitioning from one task to another, whilst managing multiple responsibilities simultaneously.
- Knowledge of mental health resources in the New York metropolitan area
- Fluency in the English language, both oral and written. Fluency in the Spanish language and/or Cantonese & Mandarin languages (written required, verbal optional) preferred.
- Ability to work in a confidential and quiet space, with a high-speed wi-fi connection. Must be comfortable working independently and as part of a team in a collegial group environment.
Valid NYS License (LMSW, LCSW, LMHC, LMFT) in NYS State.
Three years experience with the practice of assessment and/or psychotherapy, and preferably with administrative/supervisory duties.
Crisis intervention and/or mental health information and referral services experience a plus. A National Provider Identification number is required by the date of hire.
Salary: $73K - $80K
Full Benefits - Medical, Dental, and Vision. Life insurance, 401K, Transit checks, Legal Services, and much more!
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.