Clinical Manager of 988 Crisis Services
4 days ago
Seattle
Job DescriptionDescription: Clinical Manager of 988 Crisis Services Seattle, WA, WA Description Position Title: Clinical Manager of 988 Crisis Services Reports to: Clinical Director of 988 Type: Full-Time, Exempt. Location: Fully remote. Some onsite requirements in Seattle, WA. Salary: $95,000-105,000 annual salary, depending on experience. Interested candidates located in WA state, Arizona, Texas or Ohio are welcomed to apply. Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support. Schedule: Monday-Friday, 8am-4pm. The Clinical Manager of 988 Crisis Services is ready to join an innovative program and being responsible for the daily operations of the 988 Suicide and Crisis Lifeline. This position, under supervision of the Clinical Director of 988 Crisis Services, will support in the management, rollout of new services and technology, and ongoing operational oversight of the 988 Crisis and Suicide Lifeline work done by Crisis Connections. This work will include remote and occasional onsite requirements. The ideal candidate will demonstrate proven success in leading, managing, and motivating teams operating in a fast paced environment. Additionally, they will have direct experience providing telephonic or web-accessed programs or services in areas such as crisis, emergency, and mental or public health services. They are knowledgeable and proficient in crisis intervention, professional behavioral health standards and trauma informed care best practices. The selected candidates must bring clinical expertise in crisis intervention, clinical supervision, and business and administrative operations experience. The Clinical Managers oversee the delivery of services via phone, chat, and text; will ensure that contacts receive emotional support, and referrals to the appropriate least restrictive level of care while monitoring team performance to meet state and national contractual and accreditation standards. QUALIFICATIONS AND EXPERIENCE NEEDED: • Master’s degree in psychology/counseling or social work or related field required., • Independent or associate licensure in counseling, or social work required, and ability to obtain licensure in WA state., • Mental Health Professional (MHP) status as defined by WAC 246-341-0515 and Revised Code of Washington (RCW 71.05 and 71.34), or ability to obtain credential in WA state., • Certified or Licensed Agency Affiliated Counselor (RCW 18.19.210)., • 4-5 years leadership experience in behavioral health crisis work required., • Telephonic contact center or help line experience preferred., • Excellent verbal, written, and typing skills., • Ability to learn and use multiple software platforms, and technology systems., • Experience providing training both in person and virtual preferred., • Ensures contract compliance including providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call, chat, and texting response., • Maintains in-depth knowledge of staff functions to be able to carry out those responsibilities in case of absence/vacancy., • Supervises multi-disciplinary team to include MHP (Mental Health Professionals) level staff, BA level staff, and entry level staff., • Participate in interviewing and screening candidates for these positions., • Ensure that training and orientation processes are congruent with guidance set by federal, national, and state partners., • Ensure staff receive supervision and call monitoring standards to adhere to the 988 Suicide and Crisis Lifeline operational best practices, guidelines, and operational requirements., • Provide quality assurance and maintenance of customer service standards of care by enforcing program and organizational policies, which will include activities such as close monitoring of contact center metrics, review of crisis contacts, and clinical case review and consultation with 988 staff., • Responsible for communicating messaging or projects to the 988 team and assigning tasks accordingly through communication and input from Clinical Supervisors., • Conduct formal evaluations and provide feedback to 988 staff., • Engage regularly in evaluative practices that are informed by program metrics and best practices., • Ensures that all policies and procedures are followed by 988 staff., • Ensures that 988 team culture is consistent with delivery of compassionate, respectful, and professional services., • Ensure achievement of strategic goals by staying informed of pertinent business, financial, service, and operations information. Ensure staff and the department achieve results by communicating job expectations, planning, monitoring, and appraising job results., • Responsible for oversight and handling of 988 Suicide and Crisis Lifeline contacts; assessing for risk of harm, addictions, mental illness and ensuring that best clinical intervention practices are implemented in accordance to designated policies and procedures., • Ensure there are appropriate state-wide referrals and dispatches across WA State., • Ensures that all contacts are documented accurately and completely aligned with clinical documentation and data reporting requirements., • 988/Lifeline, • Call Abandonment rate 5% or less., • Call Answer Rate within 20 seconds 90% or higher., • Staffing vacancy rate less than 5% for the 988 team., • Effectively evaluates team and individual performance through review of metrics and data to interpret both past, present, and future performance to ensure contractual requirements are met., • Supports Clinical Director of 988 Crisis Services in training new staff that incorporates clinical best practices, and training requirements from the 988 Suicide and Crisis Lifeline, National Accreditation and WA State legislation., • Maintains required licensure and keeps updated on current professional literature and trends in the mental health and chemical dependency field., • Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed., • Participates in pager duty shifts as assigned by the Clinical Director of 988 Crisis Services., • Follows personnel policies and procedures., • Written and verbal communication is clear, concise, accurate and thorough., • Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers, and customers/clients., • Makes appropriate use of Clinical Director., • Promotes a healthy work environment and contributes to a positive and progressive program culture by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff to outstanding performance., • Comfortable engaging in front-line work and leading by example., • Suggests solutions to identified problems and approaches decision-making and problem-solving opportunities in a proactive and inclusive way., • Attends all internal staff meetings as assigned. Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates. • High speed internet (wired ethernet connection preferred). No Cellular or Hotspots. We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities. • Excellent medical, dental, and vision coverage, • Annual wage increases, • Generous Paid Time Off & 12 Paid Holidays, • Discount on ORCA transit pass, • Free Parking & Flexible Schedules, • Growth opportunities, • Short-term and long-term disability, • Flexible Spending Accounts (FSA) DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics. EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law. In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions. Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.
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