Call Center Supervisor Job Description June 2017

POSITION DESCRIPTION

POSITION TITLE:

Call Center Supervisor

CLASSIFICATION:

Supervisor 2

POSITION LOCATION:

Thomas J. Peachey Center

POSITION UNDER THE SUPERVISION OF:

Crisis Services Programs Manager

POSITION SUMMARY:

This position requires the incumbent to oversee daily operations of the Call Center. This involves both administrative and clinical duties conduct initial assessments including but not limited to intake assessments, preadmission screenings, detox screenings, and Service Specific Provider Intake assessments. The incumbent will meet with a wide variety of individuals seeking services at NWCS. Case management and clinical interview skills are needed to obtain previous client records from outside agencies and collect relevant historical information from the individual. These services must be provided under the general supervision of the Crisis Services Program Manager and be conducted in accordance with current agency policies and procedures relating to Crisis Services. The Call Center Supervisor will also provide coverage for Prescreening Assessments and Crisis Intervention Sessions as needed. The position is primarily housed at the Crisis Response Center. The incumbent will also provide services in other NW Clinics and community settings as appropriate.

ADDITIONAL REQUIREMENTS:

Requires a Master's degree in a relevant human services field, with eligibility for LCSW or LPC in Virginia. Will receive on the job, specialized training to qualify as Certified Preadmission Screening Clinician (CPSC). Position requires strong clinical and problem solving skills, and the ability to work independently. Must be able to provide own transportation as necessary. License preferred. Will be required to obtain State Certified Prescreener certification following employment. Must have demonstrated experience or relevant course work with completing assessments and providing basic counseling interventions and ability to complete thorough risk assessments. Additionally, position

requires strong clinical and problem solving skills, and the ability to work independently. Must be able to provide own transportation as necessary.

DUTIES: 1. Provide oversight of Call Center operations including supervisory duties for other Call Center staff. 2. Provide initial intake sessions for new clients through the NWCSB call center, providing crisis counseling for new clients as necessary. 3. Attain and maintain certification as Certified Prescreening Clinician (CPSC) and provide preadmission screening assessments under the supervision of Crisis Supervisory staff. 4. Collaborate with Adult Services Supervisor and Adult Mental Health Coordinator to manage client admissions into services. 5. Complete assessments as necessary, including SA assessment, detox screenings, CM eligibility, GAP screenings and others as necessary for clients being accepted into services. 6. Provider short-term individual and group therapeutic interventions for clients seeking admission to NWCSB services. 7. Provide support as needed for the exploration and development of new initiatives for Crisis Response Center. 8. Maintain positive relationships with local service providers and community agencies. 9. Performs other duties as assigned by supervisor which are consistent with the position and in compliance with agency policies and procedures

Knowledge:

Considerable knowledge of adult and geriatric psychology in mental health, serious mental illness, and substance abuse areas; of appropriate methodologies for assessing psychopathology; ability to conduct an assessment to gather psychiatric and substance abuse treatment history; ability to build rapport and engage clients in information gathering to triage for acuity; facilitate prioritizing and staffing service requests; working knowledge of intake process, community systems and resources; and, inter-agency networking; ability to complete thorough risk assessment; some knowledge of voluntary and involuntary admission process; knowledge of counseling interventions including strength based counseling and crisis intervention theory to conduct short term counseling and intervention as indicated.

Abilities:

Demonstrated ability to gather relevant treatment history and symptoms of clinical significance in areas of serious mental illness and substance abuse; to assist clients in evaluating and accessing available resources and work effectively with community resources; to remain calm and reassuring in crisis situations and to intervene appropriately; to develop treatment plans; to communicate effectively both verbally and

in writing; to accurately prepare and maintain client records and write reports and summaries; to exercise professional judgment; and, to work effectively with others as part of a treatment team; ability to effectively utilize appropriate counseling interventions; ability to communicate NW capacity limitations.

QUALIFICATIONS:

Requires a Master's degree in a relevant human services field, with eligibility for LCSW or LPC in Virginia. Will receive on the job, specialized training to qualify as Certified Preadmission Screening Clinician (CPSC). Position requires strong clinical and problem solving skills, and the ability to work independently. Must be able to provide own transportation as necessary. License preferred. Will be required to obtain State Certified Prescreener certification following employment. Must have demonstrated experience or relevant course work with completing assessments and providing basic counseling interventions and ability to complete thorough risk assessments. Additionally, position requires strong clinical and problem solving skills, and the ability to work independently. Must be able to provide own transportation as necessary.

SALARY RANGE:

Classification Level 5.5 B

FLSA STATUS:

Exempt

VERIFICATION OF ACCEPTANCE OF POSITION RESPONSIBILITIES:

This is to certify that I have read the above position description and accept the duties and responsibilities required of this position.

________________________________________ Employee's Signature

________________________ Date

________________________________________ Crisis Services Program Manager's Signature

________________________ Date

________________________________________ Chief Executive Officer's Signature

________________________ Date

Created : May 2015 Update: May 2017

/cdm /grd

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