Supervisor, Clinical Crisis Line Services

MAJOR RESPONSIBILITIES & DUTIES:

Oversees and supports safe and effective provision of services

• Requires employees to adhere to policies related to safety and boundaries with service recipients.

• Attends safety and abuse risk management training as assigned.

• Provides employees with on-going supervision and education related to safety and abuse risk.

• Responds quickly and confidentially to reports of suspicious or inappropriate behavior.

• Follows mandated abuse reporting requirements.

Manages assigned crisis call operations and staff

• Develops and monitors policies and procedures including reporting guidelines and risk assessments; updates guidelines for handling calls and web contacts.

• Monitors call handling performance and reviews performance with staff; provides coaching.

• Supervises, and evaluates staff; collaborates on scheduling to ensure adequate shift coverage.

• Handles calls during periods of understaffing or high volume.

• Shares clinical supervision duties with correlated management team (Helpline/NE Crisis) and provides on-call response for assigned staff.

• Establishes and monitors quality assurance measures and reports to ensure calls are being handled appropriately, coordinates data collection and analysis.

• Develops and coordinates training and evaluates and updates current training materials; coordinates quarterly staff meetings.

• Liaises between internal staff and external organizations to resolve concerns, measure satisfaction, and follow up on suggestions.

Oversees assigned resource database and utilization

• Manages the maintenance of assigned areas resource and referral database; performs routine audits and communicates service referral needs to database coordinators as needed.

• Manages data collection and quality assurance processes, and queries database to create reports.

• Helps develop collaborative relationships with service providers and agencies statewide.

• Helps facilitate resource access and referral processes with system partners and community providers.

• Provides coaching and consulting to crisis counselors on referral utilization.

Participates in outreach and education activities

• Attends conferences to promote the Helpline/NE Crisis services statewide, which may include overnight travel.

• Maintains involvement with local and statewide committees for mental and behavioral health services.

• Provides presentations to educate families, community members and professionals about Helpline/NE Crisis Services.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of regulatory requirements pertaining to crisis care and knowledge of helpline counseling techniques and best practices.

• Ability to address crisis situations and problem solve.

• Computer skills in Microsoft Office, including PowerPoint, Excel, and Word.

• Ability to communicate with individuals in an articulate, professional manner while maintaining necessary degree of confidentiality.

• Ability to successfully lead a team of crisis counselors.

• Ability to adapt responses to situations while maintaining procedural and regulatory integrity.

• Strong knowledge of the Boys Town Model.

REQUIRED QUALIFICATIONS:

• Master's degree in a behavioral health field required.

• Minimum of 2 years of experience including supervisory and crisis intervention preferably in a call center setting required.

• Available to work flexible hours to ensure coverage and to travel as needed required.

• Current license as a Mental Health Practitioner in the state of Nebraska required.

Diversity is more than a commitment at Boys Townit is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location. Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs. Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider. We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.