Supervisor Crisis Center Resources

Supervisor Crisis Center Resources - Arkansas Foundation for Medical Care

Supervise staff to meet deliverables for the AFMC 988 Crisis Center Helpline. Responsible for oversight and engagement with day-to-day operations, training, and quality assurance for the 988 Crisis Center. Key responsibilities include supervising staff, ensuring adequate coverage, providing training and feedback, managing escalated client concerns, and maintaining compliance with relevant regulations and policies.

• Staff Management:
  Supervising, training, and evaluating crisis counselors or specialists, including hiring, disciplinary actions, and performance management.
• Operational Oversight:
  Managing daily operations of the crisis center, ensuring adequate staffing levels, and coordinating services across different programs or hotlines. Providing 24‑hour/7‑day supervision as a hands‑on supervisor.
• Quality Assurance:
  Monitoring and improving the quality of service provided, providing coaching and feedback on call‑handling and coordinating additional crisis center training.
• Crisis Intervention:
  Responding to escalated client concerns, providing guidance to staff on high‑risk calls, and potentially participating in mobile crisis response.
• Policy and Procedure Compliance:
  Ensuring adherence to all relevant local, state, and federal regulations, as well as internal policies and procedures; coordinating accreditation and ongoing policy development.
• Communication and
  
  Collaboration:
  
  Maintaining effective communication with staff, clients, families, and external agencies, fostering a collaborative and supportive environment.
• Documentation and Reporting:
  Maintaining accurate documentation and records for all calls, completing reports, and participating in data collection and analysis.
• Training and Development:
  Facilitating staff training, promoting annual and ongoing professional development, and ensuring staff are equipped to handle crisis situations effectively.

• Budget Management:
  Assisting with budget development and monitoring expenditures, ensuring compliance with budgetary guidelines.
• Community Engagement:
  Building relationships with community partners, representing the crisis center at meetings, and participating in outreach activities.
• Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
• Additional duties as assigned.

Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress, ability to travel as needed. Must be able to lift and transport 25 pounds. Capability to perform the essential job functions with or without reasonable accommodations.

Required: Bachelor’s degree in Social Work, Psychology, Counseling, or related field.

Required: Three (3) years’ experience in crisis or call center; one (1) year leadership experience; certification in crisis intervention or suicide prevention (e.g., Mental Health First Aid Certification, Safe Talk, ASIST, or CIT).

Desirable: Five (5) years’ experience in the related field; three (3) years’ leadership experience; certification in crisis intervention or suicide prevention.

• Intermediate level computer skills (Excel, Word, PowerPoint, Outlook); type 50 wpm.
• Exceptional skills in business English and spelling.
• Ability to maintain confidentiality.
• Knowledge of mental health issues, suicide risk factors, crisis intervention, and de‑escalation.
• Empathy, compassion, interpersonal skills, and the ability to build rapport with individuals in distress.
• Familiarity with community resources and mental health services.
• Strong oral and written communication skills, including a clear and expressive speaking voice.
• Creativity.
• Ability to meet deadlines.
• Flexibility.
• Ability to work collaboratively and independently to achieve stated goals.
• Initiative.
• Ability to relate professionally and positively with staff, business partners, customers, constituents, beneficiaries, and the public.
• Ability to multitask and prioritize.
• Strong organizational skills;…