JOB DESCRIPTION

Job Title: Crisis Intervention Supervisor (Full-time, Shift working, On-site).
(Eligible for Public Service Loan Forgiveness; 100% health insurance coverage provided.)
Reports to: Crisis Center Director
Hours per week: Full-Time (32-40 hours)
Location: On-site at MHA-WV (913 Columbia Street, Lafayette, IN 47901)
Exempt: No
Mental Health America-Wabash Valley Region (MHA-WVR) is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. MHA-WVR is committed to promoting a diverse and inclusive workplace where all individuals are treated with dignity and respect.

OVERVIEW

Mental Health America-Wabash Valley Region (MHA-WVR) is north central Indiana’s leading mental health and substance use advocacy organization dedicated to providing overall mental wellness and recovery for all Hoosiers. A state affiliate of Mental Health America National, MHA-WVR works to impact individuals directly affected by mental illness and addiction, as well as policymakers and other key stakeholders, through public education, advocacy, direct service, and public health reform.
The 988 Lifeline is a free, 24/7 confidential telephonic, online chat, and text-based program accessible to Indiana residents of all ages seeking support and resources for mental health and/or substance use-related issues. Individuals seeking help range from those needing a listening ear to those with thoughts and/or plans related to suicide, to those seeking mental health resources for themselves or others. The 988 Lifeline helpline team ensures those who contact us have a safe place to turn to in times of crisis.

POSITION SUMMARY

The Crisis Intervention Supervisor is responsible for providing ongoing supervision of Crisis Specialists. The Crisis Intervention Supervisor supports the Crisis Center Director and the Crisis Specialists, ensuring efficient operations and high service standards.

· Key Responsibilities:
· Live listening on shifts.
· Complete state call monitoring requirements.
New Hire training
· Review the application of skills, provide coaching, identify areas of growth, and recommend remediation in consultation with the Crisis Center Manager.
· Meeting service levels and ensuring efficient operations during shifts by answering 988 and Crisis Center calls. At times it may require to be on the line to answer 988 / local lines calls.
· Monitor queues and statuses to adhere to performance and answer rate efficiency.
· Work effectively with various web-based programs and tools. Report IT hurdles to the FSSA platform as needed. Log complaints with Roeing for hardware and network issues.
· Staff Management:
· Supervise and coordinate the activities of crisis specialists during the shift.
· Conduct briefings and debriefs at the beginning of shifts.
· Communicate and interact with team members during shifts via Microsoft Teams and other mediums.
· Implement shift activities to mitigate stress and avoid burnout.
· Ensure adequate staffing levels and manage schedules to meet operational needs.
· Document attendance for call-offs for staff and volunteers. Approve and deny call-offs as necessary.
· Provide training, coaching, and performance feedback to crisis specialists.
· Meet with the Crisis Center Manager to discuss general operations, projects, and quality concerns.
· Complete assigned Center Training
· Operational Oversight:
· Monitor crisis center performance metrics (e.g., call volume, response times, state call requirements).
· Ensure adherence to company policies, procedures, and service standards.
· Help Crisis Specialists de-escalate difficult callers through collaboration, intervention and support promptly.
· Provide support to Crisis Specialists by coordinating MCT or emergency services responses as required.
· Performance Monitoring:
· Conduct regular performance evaluations and identify areas for improvement.
· Implement performance improvement plans and track progress.
· Analyze data and reports to assess team performance and identify trends.
· Quality Assurance:
· Review contact logs for efficiency, corrections, and praise.
· Include feedback in the contact log section in iCarol.
· Ensure logs provide enough information, address the “why” of the caller, cover 988 questions, and include all necessary details and assessments.
· Conduct call monitoring and quality assurance reviews.
· Ensure compliance with quality standards and regulatory requirements.
· Develop and implement strategies to improve service quality and State stakeholder satisfaction.
· Administrative Tasks:
· Prepare and maintain shift reports and documentation.
· Manage shift handovers and ensure a smooth transition between shifts.
· Handle administrative duties such as timesheet approvals for payroll submissions.
· Communication:
· Facilitate effective communication between management and crisis specialists.
· Conduct regular team meetings to disseminate information and updates.
· Address and resolve any team conflicts or issues promptly.
· Establish shift chat and include all working Crisis Specialists.
· Ensure all education and communication during shifts are shared.
· With Leadership Changeover – discussing familiar callers, call volume, technical hurdles, outcalls, etc.
· Technical Support:
· Ensure proper functioning of crisis center technology and equipment.
· Coordinate IT support for technical issues and system updates with Operations Manager.
· Train crisis specialists on the use of crisis center systems and tools.
· Follow Up Procedures:
· Assign follow-ups at the start of shifts.
· Answer questions and educate on proper procedures.
· Ensure safety support within 24 hours.
· Compliance and Safety:
· Ensure adherence to health and safety regulations within the crisis center.
· Implement and enforce compliance with company policies and legal requirements.
· Conduct regular safety checks and training sessions for staff.
· Physical Demands
· Ability to lift, bend, twist, stoop, and have good hand dexterity.
· Ability to push and pull loads.
· May be required to work more than an eight-hour day and weekends.
· Prolonged computer use; must be able to communicate via computer and phone/smart device.
· Ability to remain stationary for long periods.
· Specific vision abilities required include close vision, distance vision, and the ability to adjust.
· Regularly required to communicate with others, move/traverse, kneel, bend, and reach with hands and arms for extended periods.
· Additional Responsibilities
· This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by authorized individuals. All duties and responsibilities are essential functions and requirements and are subject to modification to reasonably accommodate individuals with disabilities. The requirements listed are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship. The job description is subject to change with or without notice at any time.
Job Type: Full-time
Pay: $26.00 per hour

Benefits:

• 403(b) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Loan forgiveness
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Work Location: In perso