Mobile Crisis Supervisor

Position Overview

The Mobile Crisis Supervisor will assist the Mobile Crisis Manager in supervising a team of professionals/paraprofessionals providing Mobile Crisis Response Services (MCRS). The supervisor will oversee training, monitoring, and evaluation of their assigned staff within the department and provide administrative/clinical leadership to the MCRS Program.

The Mobile Crisis Supervisor will ensure that staff respond to calls in a timely manner and provide adequate intervention and follow-up on linkage and referrals. The supervisor position will monitor activities to ensure compliance and complete appropriate documentation when required. This role will additionally serve as ‘supervisor on call’ (SOC) on a rotating basis, as needed, to support 24/7 coverage of program operations.

Essential Duties

· Manage and lead daily Mobile Crisis operations in accordance with program strategic objectives, and program goals in accordance with leadership’s direction.

· Oversee performance management, and program-wide innovations aimed at meeting or exceeding core KPIs: overall response time of 59 minutes and diversion rate of 85% or more.

· Oversee management of assigned direct reports including the following:

o Support management in the oversight of program resources.

o Review and monitor case documentation to ensure accuracy and completeness.

o Complete required monthly audits of dispatches and provide staff feedback.

· Ensure appropriate linkage and referral in behavioral health and/or IDD services in conjunction with responding staff.

· Lead BHL Platform implementation, training, and continuous improvement in coordination with the IT Department.

· Actively partner with the team to expand telehealth and ensure the most successful use of telehealth in the program.

· Contribute to process documentation, continuous improvement, communication, dissemination and enforcement of procedural compliance for staff.

· Orchestrate scheduling for 24/7, 365-day coverage with fellow supervisors, managers and leads to ensure on-call support when staffing cases, emergencies, employee accidents or injuries or other unforeseen circumstances on scene.

· Monitor and maintain quality management program in coordination with Manager to ensure required quality goals are met.

· Participate in the hiring process by interviewing and vetting qualified candidates presented by the HR department.

· Welcome new staff, monitor their new hire training process, set expectations within the first thirty days.

· Evaluate training progress at regular intervals- especially within the first 90 days of employment.

· Perform a 90-day review, coaching and feedback session to communicate to the new employee a successful completion of their 90-day probationary period.

· Measure and evaluate staff productivity, transit times, completed assessments, cancelled dispatches, availability, and attendance on an ongoing basis.

· Check in with employees regularly to provide coaching one-on-one on a weekly (minimum monthly) basis.

· Monitor and ensure constructive, respectful and professional communication amongst all team members.

· Collaborate with HR Department and Mobile Leadership to ensure on time and accurate delivery of annual performance reviews.

· Draft legally compliant, clear, succinct and relevant disciplinary actions and have them reviewed and approved by HR before delivering to the employee live with another member of management present if needed.

· Complete required company compliance trainings and attend regular meetings per leadership’s expectations.

· Schedule and host monthly staff meetings, facilitate teamwork and a sense of connection between staff members.

· Participate in employee appreciation and recognition programs. Demonstrates through leadership the importance of engaging and retaining the workforce.

· Attend in-person events for leadership, community engagement, as well as regional events.

· Stay up to date on continued education requirements and stay up to date with current best clinical and management practices.

· Perform various administrative tasks to ensure staff are supported and have the tools and resources to be successful in their roles. Respond to inquiries ideally within 24-48 hours.

· Collaborate with HR for approval on progressive discipline for direct reports and participate in delivery of a termination discussion if necessary.

· Ensure timecards are reviewed and approved on time as well as employee expense reports.

· Follow up on program complaints and ensure resolution is documented in the appropriate location.

· Perform in person field work to assess a client or observe a team’s performance live for quality and training purposes or attend/lead community engagement events.

· Remote telehealth assessments may also be performed when the need presents.

· Additional duties as assigned.

Experience, Skills and Qualifications

· Minimum of 1 year in a clinical and operational leadership position. Preference will be given to candidates who have 2-3+ years demonstrated leadership in supervisory, managerial, or team leader roles, particularly within the behavioral health field with mental health and substance abuse experience.

· 1 to 2 years Mobile Crisis experience strongly preferred.

· 1 to 3 years of Intellectual/Developmental Disabilities experience preferred.

· Demonstrated high level clinical experience and skills and the ability to train others successfully in these areas.

· Demonstrated excellence in de-escalation techniques, documentation, communication etc.

· Demonstrated ability to build, motivate, and lead a professional team aligned with organizational goals.

Education & Credentials

· Master’s degree in a behavioral health discipline with a valid license to practice in the state of Georgia as a Licensed Professional Counselor (LPC) or Licensed Clinical Social Worker (LCSW).

· For LPCs, Certified Professional Counselor Supervisor (CPCS) credential from the Licensed Professional Counselors Association of Georgia (LPCAGA) or Approved Clinical Supervisor (ACS) credential from the National Board of Certified Counselors (NBCC) is preferred but not required. Demonstrated ability to build, motivate and lead a professional team aligned with organizational goals.

Travel Requirements

· This position requires travel less than 25% of the time. Travel may be required by foot, rail, car or plane.

Work Location & Schedule Requirements-

In general, this is a remote position, that will not require daily reporting to an office. However, you will be required to attend periodic in-person meetings, assessments or other community engagement events depending on business needs. Travel may be required by foot, rail, car or plane. The company is headquartered in Atlanta, GA, therefore maintaining a working schedule of hours amenable to EST is required. All employees must be willing to work flexible schedules, including holidays, nights and weekends as dictated by business needs.

Physical Requirements

Typically, this position operates in a remote, home office environment with in-person, business and leadership meetings required as business needs present. The position routinely uses standard office equipment such as computers – including virtual meeting software and various communications applications and telephones. Technical proficiency and the ability to perform computer work for 8+ hours a day is required.

This position also requires in-person mobile fieldwork, which may include quality reviews, participation in community engagement activities and leadership training and meeting events. Travel is required via the employees own personal vehicle, and BHL is not responsible for the cost of damages, maintenance or repairs for vehicles used in the line of work. The ability to stand, walk, speak and move freely (including navigating stairs and uneven pavement) is required. The ability to be outside for an entire workday, either day or night is also a requirement. Driving in any condition, including traffic, day or night for the entirety of the workday may be required. Bending, lifting, and manipulating objects up to 25 lbs. may be occasionally required. First responders must be able to drive in a car for the duration of their assigned shift, if necessary.

Behavioral Health Link Equal Opportunity Statement

Behavioral Health Link maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling BHL’s commitment to equal employment opportunity. We are an equal opportunity employer and will consider all qualified applicants for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.