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Supervisor Clinical Crisis Line Services - 988

Boys Town National Research Hospital Omaha, NE
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POSITION SUMMARY:

The Supervisor of Clinical Crisis Line Services over sees crisis call operations and the supervision and development of staff responding to crisis calls via the 24-hour Crisis Helpline or NE 988 Crisis line, as assigned. This position also assists in community outreach, education and promotion opportunities, and website and/or database management.

ESSENTIAL FUNCTIONS & DUTIES:

  • 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 area's 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.
  • Serves as a role model in carrying out the Father Flanagans Boys Home mission.
    • Directs all activities towards the fulfillment of the Boys Town mission
    • Directs all actions to reflect the values and principles of Boys Town
    • Establishes and maintains an environment that encourages teamwork, collaboration, and ethical behavior
    • Maintains regular, reliable and predictable attendance
    • Supports other members of the management team and their work

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.

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

  • Masters degree in a behavioral health field.
  • 2 to 4 years of experience including supervisory and crisis intervention preferably in a call center setting.
  • Available to work flexible hours to ensure coverage and to travel as needed.

CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:

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

About Boys Town Nebraska:

A National Historic Landmark since 1985, the Village of Boys Town is now the only National Historic Landmark District in Nebraska. At any given time, about 400 boys and girls live in the Village, receiving care and guidance for a wide range of behavioral, emotional and academic issues. When Father Edward J. Flanagan purchased the Overlook Farm in 1921, it became the new, permanent site of Boys Town. Over the decades that followed, schools, churches and homes were built, and tens of thousands of young lives were transformed.

Our employees are our #1 supporters when it comes to achieving Boys Towns mission, which is why we offer an array of competitive and attractive benefit options. Unique perks to Boys Town employees and their families include free visits to Boys Town Physicians, free prescriptions, tuition assistance, access to the campus Field House, parenting resources from our experts and advancement 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.

Date Posted: August 22, 2022

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.

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