Crisis Center Supervisor - Front Desk - CONTINGENT

Overview

We’re hiring for two part-time supervisor positions at our Resource and Crisis Center in Pontiac, MI. Each position works one 12-hour shift per week, in person.

These roles supervise front desk operations and support Crisis Service Specialists, ensuring a welcoming and clinically focused environment for individuals seeking help.

The RCC operates 24/7, but these positions are strictly part-time (one day per week).

• Train front desk staff in trauma-informed practices, crisis response protocols, and HIPAA compliance; provide ongoing coaching and support
• Conduct regular one-on-one supervision and team meetings (at least monthly) to promote staff development, address concerns, and reinforce best practices
• Develop, implement, and update procedures that support efficient and clinically sound front desk operations
• Monitor and analyze cycle time from arrival to transfer to crisis service providers, identifying and resolving delays or service gaps
• Create and maintain staff schedules to ensure consistent coverage across all shifts, including weekends and holidays; proactively identify and coordinate coverage for staffing gaps due to call-offs, vacancies, or increased service demand
• Mitigate barriers to timely service transfers by collaborating with internal teams and external partners
• Build and maintain professional relationships with crisis provider leadership to support seamless coordination and service delivery
• Demonstrate and model effective crisis intervention and de-escalation techniques; provide real-time support to staff during high-acuity situations
• Ensure the front desk and lobby areas remain clean, organized, and welcoming
• Communicate security concerns—including contraband, threats, or behavioral risks—to all relevant RCC entities in a timely and coordinated manner
• Take a proactive role in guiding and managing all safety efforts in overhead pages, facilitating evacuation of the lobby
• Participate in agency meetings, supervision, and required training to stay current with policies, procedures, and best practices
• Perform other duties as assigned to support the mission and operations of the Resource and Crisis Center

Education:

Bachelor's degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice)

OR 3+ years of related Crisis leadership experience.

Training Requirements (licenses, programs, or certificates):

• BLS
• Clinical License

Experience Requirements:

• Minimum three years of experience working in a human or medical service environment (school, hospital, crisis center, call center, community mental health agency).
• Minimum of 1 year of leadership experience working within a managed care, behavioral health or hospital setting

Preferred Experience:

• Experience in working with electronic health records
• Experience with data entry
• Experience working with adults with severe mental illness, substance use disorder or intellectual/developmental disabilities
• Experience working with children with serious emotional disturbance
• Interpersonal skills
• Strong organizational skills
• Data analysis
• Strategic planning
• Strong written and oral communication
• Strong leadership and problem-solving skills
• Clinical knowledge of mental health and suicide prevention
• Strong time management

• HIPAA
• Microsoft 365
• Mental Health Code
• Medicaid Manual

• Interacting with others in a way that gives them confidence in one’s intentions and those of the organization; demonstrating loyalty to the organization and its mission and values; maintaining social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles. (Integrity/Building Trust)
• Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships, recognizing that the ultimate customer is the person served. (Customer Focus)
• Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. (Continuous…