Crisis Connections - Clinical Manager of 988 Crisis Services presso Crisis Connections

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. 
• Evidence of ability to work effectively with a      multi-disciplinary clinical staff in a fast-paced professional      environment. 

MANAGER REESPONSIBILITIES

1. Ensures contract compliance including providing      consistent quality assurance, monitoring contact center operations, and      ensuring timely, appropriate call, chat, and texting response. 
2. Maintains in-depth knowledge of staff functions to be      able to carry out those responsibilities in case of absence/vacancy.
3. Supervises multi-disciplinary team to include MHP      (Mental Health Professionals) level staff, BA level staff, and entry level      staff. 
4. Participate in interviewing and screening candidates      for these positions. 
5. Ensure that training and orientation processes are      congruent with guidance set by federal, national, and state      partners. 
6. Ensure staff receive supervision and call monitoring      standards to adhere to the 988 Suicide and Crisis Lifeline operational      best practices, guidelines, and operational requirements.
7. 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. 
8. Responsible for communicating messaging or projects      to the 988 team and assigning tasks accordingly through communication and      input from Clinical Supervisors.
9. Conduct formal evaluations and provide feedback to      988 staff. 
10. Engage regularly in evaluative practices that are      informed by program metrics and best practices.
11. Ensures that all policies and procedures are followed      by 988 staff.
12. Ensures that 988 team culture is consistent with      delivery of compassionate, respectful, and professional services. 
13. Works as a member of the Crisis Connections      leadership team to ensure efficient and effective integration with other      Crisis Connections department programs.

PERFORMANCE MANAGEMENT:

1. 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.
2. 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.
3. Ensure      there are appropriate state-wide referrals and dispatches across WA      State. 
4. Ensures      that all contacts are documented accurately and completely aligned with      clinical documentation and data reporting requirements. 
5. Able      to network effectively with clinical leadership teams to build and      strengthen relationships with partners and stakeholders.

KEY PERFORMANCE INDICATORS

1. 988/Lifeline
   1. Call Abandonment rate 5% or less.
   2. Call Answer Rate within 20 seconds 90% or higher.
   3. Staffing vacancy rate less than 5% for the 988       team.
2. 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. 
3. All staff working within the 988 Crisis Services      Department share the responsibility of meeting these contract metrics.

TRAINING AND PROFESSIONAL DEVELOPMENT

1. 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.
2. Maintains required licensure and keeps updated on      current professional literature and trends in the mental health and      chemical dependency field.
3. Remain up to date with any CEU requirements for      licensure as required in WA State. 

QUANTITY AND QUALITY OF WORK/WORK HABITS

1. Arrives at work on time and maintains regular      attendance; working assigned shifts and other shifts when needed. 
2. Participates in pager duty shifts as assigned by the      Clinical Director of 988 Crisis Services. 
3. Follows personnel policies and procedures.
4. Written and verbal communication is clear, concise,      accurate and thorough. 
5. 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.
6. Makes appropriate use of Clinical Director.
7. 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.
8. Comfortable engaging in front-line work and leading      by example.
9. Suggests solutions to identified problems and      approaches decision-making and problem-solving opportunities in a      proactive and inclusive way. 
10. Attends all internal staff meetings as      assigned. 
11. All other duties as assigned.

 Requirements

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.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

• Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

• High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
• A quiet and confidential designated working area.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

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
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

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.