988 Shift Supervisor, 2Nd Shift 3P-11P

North Central Mental Health Services, Inc. operates the largest 988 Call Center in Ohio. The 988 Suicide Call Center Shift Supervisor will play a critical role in overseeing and managing the operations of a suicide prevention helpline. The duties encompass various responsibilities to ensure the smooth functioning of the 988 Call Center and the safety and well-being of callers in distress. The role of the 988 Call Center Shift Supervisor is essential in maintaining a high standard of care and support for individuals in crisis while ensuring the well-being and effectiveness of the helpline staff.

The position is mandated to work on site and as scheduled with the Program Director. The position is classified as FLSA Non-Exempt working 2nd Shift, 3:00 p.m.-11:00 p.m., and earns $25.00 hourly.

Primary Responsibilities Will Include:

Supervision and Guidance:

• Provide guidance and supervision to 988 Call Center staff, and possible volunteers, during 3rd shift hours.
• Conduct regular team briefings and debriefings to ensure team members are mentally prepared for their duties and have the necessary support.

Training and Development:

• Facilitate training programs for new and existing staff as well as volunteers. Ensure they are well-versed in crisis intervention techniques, active listening, empathy and suicide prevention strategies consistent with the goals and objectives of North Central as well as encompassing the mission of 988 and the national suicide prevention program best practices.
• Monitor staff performance and provide constructive feedback to aid in professional development.

Crisis Intervention and Support:

• Attend and answer incoming direct or indirect calls and provide short term crisis intervention and referrals to help callers regain control of their lives and find alternatives to suicide.
• Assist helpline staff in handling challenging or high-risk calls, providing guidance on appropriate crisis intervention strategies and ensuring callers' safety.
• Collaborate with team members to maintain the safety plans for callers at risk of suicide, coordinating with external resources as necessary.

Quality Assurance:

• Monitor calls to ensure adherence to established protocols, policies, and procedures, and provide constructive feedback to improve performance.
• Document and analyze call data, identifying trends, issues, and areas for improvement to enhance the effectiveness of the helpline.

Resource Management:

• Manage staffing schedules through cooperative coordination with the Program Director, Coordination and Assistant Coordinator, ensuring adequate coverage for shifts to meet call demand.
• Allocate resources effectively, including staff, materials, and technology, to ensure optimal helpline functioning.

Crisis Response Coordination:

• Collaborate with external agencies, emergency services, or mental health professionals to coordinate appropriate responses to crises, ensuring a timely and coordinated effort to support individuals in need.

Administrative Tasks:

• Handle administrative duties related to the helpline, such as attend to and answer incoming direct and indirect calls, maintain accurate records, manage shift logs and prepare reports for management or stakeholders.

Conflict Resolution:

• Mediate conflicts or challenging situations among team members, working to maintain a supportive and harmonious work environment.

Self-Care Promotion:

• Encourage self-care practices among staff, emphasizing the importance of maintaining their own mental well-being and seeking support when needed.

Emergency Preparedness:

• Collaborate with the Program Director to review and enhance emergency protocols and procedures to ensure the team is prepared to respond to crises effectively and efficiently.

PERKS:

• Electronic Onboarding
• New, Enhanced Case Manager Training Program
• Team-Oriented Environment
• Excellent Health, Dental and Vision Care Coverage Options
• Employer Paid Life Insurance, Long-Term Disability and AD&D Coverages
• Supplemental Life Purchase Options
• 401(k) and Roth Plans with Employer Matching & Discretionary Contributions
• Generous Paid Vacation, Holidays, Sick and Personal Days
• Free Parking
• North Central is a Federal Student Loan Forgiveness Participant
• Referral Bonuses
• CARF Nationally Accredited Establishment
• 50 Years in Business
• Recognized in the Top 15 Non-Profits by Business First

QUALIFICATIONS:

• Bachelor's level degree required;
  • LSW, PC or MFT credentialing is preferred.
• Prior supervision experience essential;
• Must be caring, empathetic and have a strong desire to provide aid to persons experiencing crisis or suicidal ideations;
• Motivated, organized and detailed personal traits;
• Prior exposure to or experience with mental illness or prior crisis center experience helpful;
• Must successfully complete mandatory 50-hour suicide prevention training; and
  • Must successfully complete and obtain certificates for the mandated Vibrant on-line training consisting of 4 courses.
• May include weekend or holiday hours;
• Valid Ohio driver's license, automobile and good driving record are required; and
• Pre-employment criminal background check and drug testing are mandatory.

Background and reference checks will be conducted. Individuals are not considered applicants until they have completed an application and completed an on-site interview. Completing the application does not guarantee employment. In accordance with North Central's Drug-Free Workplace Policy, pre-employment drug testing will be administered. EOE/AA

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