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Clinical Supervisor (Call Center - Evening/Overnight shifts)

Company: Vibrant Emotional Health
Location: New York
Posted on: November 22, 2021

Job Description:

Clinical Supervisor (Contact Center - Evening/Overnight shifts)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. If position is offered, there's a 2.5-3 week paid mandatory training (Mon-Fri) 9a-5p.Position Objective:The Evening or Overnight Clinical Supervisor serves as the primary, on-site supervisor and team leader for a designated shift and provides direct clinical and administrative supervision to crisis counselors. Clinical Supervisors provide oversight across different service tracks and hotlines, and provide additional content supervision and consultation as necessary.Department: Contact Center Services - Here 2 Help ConnectReports to: Clinical ManagerAvailable shifts:Sunday - Thursday (3pm - 11pm)Tuesday - Saturday (11pm - 7am) Shift differentials are as follows..

  • 5% - evenings
    • 10% - overnights Base rate stays the same.Major Duties and Responsibilities:
      • Provide ongoing clinical, administrative, and technical supervision to direct reports; review application of clinical skills, provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with Training department.
      • Ensure compliance of direct reports with clinical training and supervision requirements.
      • Attend monthly clinical supervision, and ongoing seminars as indicated.
      • Conduct contact call monitoring for quality improvement and training purposes; work directly with Quality Improvement team.
      • Collaborate with crisis counselors in de-escalation of client contacts that warrant supervisory intervention (through coaching of crisis counselor and/or contact with client).
      • Adhere to performance-based management approach utilizing key performance indicators to make data driven evaluations.
      • Maintain responsibility for meeting service levels and maintaining efficient operations during given shift - collaborating with operations and workforce team.
      • Answer hotline calls as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed to maintain service levels.
      • Perform annual evaluation of all direct reports.
      • Work with program leadership to ensure efficient dissemination of all policy and program changes, and assist with implementation of new programs.
      • Complete monthly reports as indicated for quality improvement and operations.
      • Coordinate and manage regular communications with internal and external partners relevant to program if applicable.
      • Recommend program design modifications as needed to ensure program supports innovations in mental health.
      • On call duties as needed. Required Skills:
        • Valid NYS License and Registration.
        • Fluency in the English language, both oral and written.
        • Courteous, emphatic, and professional manner.
        • Motivational interviewing.
        • Active listening skills to establish working alliance with clients and crisis counselors.
        • Knowledge of mental health resources in the New York metropolitan area.
        • Efficiency with information-gathering, and problem-solving, and conflict-resolution.
        • Superior communication skills to convey information clearly, accurately, and completely.
        • Ability to maintain professional demeanor when handling crisis and abusive contacts.
        • Superior supervisory skills, as evidenced by effective time management and multi-tasking.
        • Ability to work efficiently in a team and independently. Qualifications:
          • License to practice assessment and/or psychotherapy in NY State, along with a Masters degree in Psychology, Social Work or related field.
          • Three years experience with the practice of assessment and/or psychotherapy, and preferably with administrative/supervisory duties.
          • Crisis intervention and/or mental health information and referral services experience a plus.
          • Applicants should be comfortable working independently.
          • Copy of NYS license to practice, and current registration required by date of hire.
          • National Provider Identification number required by date of hire; instructions for securing NPI number will be provided.
          • Fluency in Spanish, or another language is a plus.
            • Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc.**No Clinical hours provided at this time**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.

Keywords: Vibrant Emotional Health, New York , Clinical Supervisor (Call Center - Evening/Overnight shifts), Healthcare , New York, New York

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