Crisis Hotline Manager /Front Desk Manager at Oakland Community Health Network

Job Summary

The Manager of the Resource and Crisis Hotline and Front Desk works directly under the supervision of the Director of Crisis Services. The position is responsible for overseeing operations, compliance and quality assurance of the crisis line and front desk services at the Resource and Crisis Center. This position works a hybrid schedule, Monday through Friday from 8AM to 4:30PM with rotational on-call responsibilities.
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​This is a 24/7 facility with shifts available across all hours. Compensation is based on experience.

Essential Functions

• Ensure compliance with established HIPPA, mandated reporting, MDHHS and OCHN policies, procedures and protocols
• Develop, implement and monitor quality procedures that align with policy and industry best practices and accreditation standards
• Provide regular supervision and feedback to supervisors and/or team leads that focuses on clinical quality, and customer service standards
• Conduct monthly team meetings with a focus on problem solving and maintaining a positive work environment
• Provide regular supervision and coaching to supervisors with a focus on clinical quality, trauma-informed care and customer service
• Complete annual performance evaluations and support professional development
• Monitor and review key data metrics and performance indicators, such as number of calls received, call volume, call abandonment rate, speed of answering calls and number of warm transfers
• Complete incident reports, as outlined by OCHN policy and follow-up with required corrective action plans
• Oversee onboarding and training of new staff, ensuring competency de-escalation and crisis support, call center software and electronic health records
• Collaborate with IT teams to enhance workflows and troubleshoot software issues
• Assist with developing and implementing policies, procedures and protocols related to crisis response, warm transfers and documentation
• Develop and maintain relationships with community partners and provider leadership by mitigating customer service-related concerns in a timely and collaborative manner
• Provide guidance to team members and assist with complex crisis situations
• Present monthly reports regarding customer service outcomes executive leadership, community stakeholders and other identified parties
• Provide on-call support for high-risk calls on a rotational basis
• Serve on internal and external committees that focus on safety, crisis services and suicide prevention
• Collaborate with internal departments to effectively address service delivery concerns and improve coordination of care
• Other job duties as assigned

Job Requirements and Qualifications

Education:

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

Training Requirements (licenses, programs, or certificates):

• BLS

Experience Requirements:

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

Preferred Experience:

• Experience in working with electronic health records
• Experience in customer service
• Experience with data entry
• Experience in crisis de-escalation
• Experience working with adults with severe mental illness, substance use disorder or intellectual/developmental disabilities
• Experience working with children with serious emotional disturbance

Job Specific Competencies/Skills:

• Interpersonal Skills
• Strong Organizational Skills
• Data Analysis
• Strategic Planning
• Strong written and oral communication
• De-escalation and conflict resolution
• Strong leadership and problem-solving skills
• Clinical knowledge of mental health and suicide prevention
• Strong time management

Knowledge Requirements:

• HIPPA
• Microsoft 365
• Recipient Right’s
• Mental Health Code
• Medicaid Manual

Oakland Community Health Network’s Core Competencies:

• 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 Learning)
• Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence in addition to consciously adopting organizational standards of excellence. (Work Standards)
• Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. (Communication)

Additional Information

(Travel required, physical requirements, on-call schedules, etc.):

Must be available for meetings and events which may occur outside of standard office hours.

• Work performed primarily in a crisis center environment.
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.

OCHN is committed to building a diverse team and fostering an inclusive and equitable culture. We are proud to be an equal opportunity employer that embraces and encourages our employees’ differences. This includes (but is not limited to) ability, age, color, family type, gender expression and identity, individual expression, medical conditions, national origin, pregnancy, race, religion, sexual orientation, veteran status, and all other diverse and wonderful characteristics.