Crisis Shift Supervisor

Department:H2H Connect Contact Center
Reports to:Clinical Manager
Schedule: Full-time; Overnight

Salary Range: $65,000 - 80,000

*New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role.

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Vibrant Emotional Health's Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect operates various hotlines, including New York City's NYC 988, New York State's HOPEline, the National Suicide Prevention Lifeline, the national Disaster Distress Helpline, and the NFL Life Line. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month and we expect this number to continue to grow.

Position Overview:

Are you a passionate mental health professional who thrives in a fast-paced, purpose-driven environment? As a Clinical Supervisor, you'll be the go-to leader and anchor for our crisis counselors during your designated shift. Think of yourself as the team's compass-providing real-time clinical guidance, emotional support, and expert oversight to ensure every call is met with empathy, professionalism, and care. You'll oversee multiple hotline service tracks and have the opportunity to bring your specialized knowledge to one key focus area.

If you love being in the center of the action, mentoring others, and making an impact when it matters most-this role was made for you!

Duties/Responsibilities:

• Directly supervise counselors as they respond to calls, texts and chats and provide crisis and emotional support to help-seekers.
• Provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with the training and quality improvements departments.
• Maintain responsibility for meeting service levels and maintaining efficient operations during a given shift.
• Ensure adherence to policies and protocols; work with program leadership to ensure efficient dissemination of all policy and program changes, and assist with implementation of new policies.
• Provide training to new crisis counselors and training refreshers to direct reports and various teams to ensure compliance and policy adherence.
• Conduct contact call monitoring for quality improvement and training purposes in partnership with the Quality Improvement department.
• Collaborate with crisis counselors in de-escalation of client contacts that warrant supervisory intervention.
• Adhere to a performance-based management approach utilizing key performance indicators to make data driven evaluation.
• Answer calls, chats and texts as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed.
• Complete a minimum of 3 quarterly monthly reports as indicated for quality improvement and operations teams to ensure the success of the service.
• Coordinate and manage regular communications with internal and external partners relevant to the program if applicable.
• Recommend program design modifications as needed to ensure the program supports innovations in crisis support intervention.
• Perform annual evaluation of all direct reports.
• Other duties as assigned.

Required Skills/Abilities:

• Ability to provide high quality supervision to direct reports.
• Comfortability in having corrective conversations and implementing progressive discipline with direct reports.
• Ability to exercise sound crisis care judgment in a fast-paced environment to provide guidance and coaching to counselors.
• Familiarity with motivational interviewing and conflict-resolution skills in order to effectively engage with crisis counselors in a supportive and collaborative manner.
• Superior time management skills as evidenced by timely submission of all required documentation including comprehensive and detailed supervision notes.
• Ability to pivot from one task to another, whilst managing multiple responsibilities simultaneously.

Required Qualifications:

• Bachelor's degree in mental health area, including but not limited to social work, psychology, counseling, and marriage and family therapy.
• Master's degree in mental health related specialization, including but not limited to social work, psychology, counseling, and marriage and family therapy or 4+ years of experience in a behavioral health, crisis counseling or related field in lieu of Master's degree.
• Fluency in the English language, both oral and written.
• 1+ years of supervisory experience in a behavioral health setting.
• Crisis intervention and/or mental health information and referral services experience a plus.
• Applicants should be comfortable working independently.
• Knowledge of mental health resources in the New York metropolitan area is preferred.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.