988 Call Center Shift Supervisor

North Central Mental Health Services, Inc.; Columbus (OH); On-site; USD 39,000 - 45,000; Full time

Benefits offered by this job

Electronic Onboarding

Team-Oriented Environment

EMR System

Excellent Health, Dental and Vision

Employer Paid Life Insurance, Long‑s/;

401(k) plan with employer matching

Generous Paid Time Off

Free Parking

CARF Accredited

Referral Bonuses

Job summary

North Central Mental Health Services, Inc. operates the largest 988 Call Center in Ohio. This non-exempt, full-time role reports to the Suicide Prevention Services Director and requires on-site shifts.

Bachelor's degree is required; Ohio LSW, LPC or MFT license preferred. Starting pay is $28.00 hourly, with licensed rates at $33.00 hourly. Schedule includes 2nd and 3rd shifts in Columbus, Ohio.

Qualifications

• Bachelor's degree required; LSW/LPC/MFT license preferred.
• Minimum of one year of supervision experience.
• Complete mandatory 50-hour on-site Suicide Prevention training and 4-hour Vibrant online training.
• Ability to demonstrate poise.

Responsibilities

• Coordinate and administrate an effective Suicide Prevention Program.
• Participate in suicide prevention information systems for program evaluation and reporting.
• Train 988 employees and volunteers; coordinate training updates.
• Provide supervision and support for 988 Call Center staff and volunteers.
• Ensure call center coverage and rapid response (90% within 20 seconds).
• Collaborate with IT to report issues and support program needs.
• Develop or revise program materials and reports with the Director.

Skills

Supervision experience

Crisis intervention

Poise under pressure

Training coordination

Communication

Education

Bachelor's degree

LSW/LPC/MFT license (preferred)

Tools

MS Office 365

Database management software

Job description

North Central operates the largest 988 Call Center in Ohio. People struggling with mental health crises can call 988, a new, national number focused on providing lifesaving suicide prevention and crisis services. The 988 network is made up of over 200 call centers nationwide receiving calls, chats and texts from people in crisis connecting callers with specialists trained to assist with mental health crises, including psychotic symptoms and substance abuse.

This is non-exempt, full-time position reporting to the Suicide Prevention Services Director. Work week availability is required 7-days, Sunday through Saturday. Shifts will be completed on site. Bachelor's level degree is required. Ohio LSW, LPC or MFT license is preferred.

Starting rate of pay is $28.00 hourly. LSW, LPC or MFT Licensed rate of pay is $33.00 hourly.

Schedule options:

• 2nd Shift: 4:00 p.m.-1:00 a.m.
• 3rd Shift: 12:00 a.m.-9:00 am.

Key Functions

• Provide assistance to Program Director to coordinate and administrate an effective Suicide Prevention Program consistent with the overall goals and objectives of the company.
  • Participate in suicide prevention information systems for program evaluation and reporting.
  • Work collaboratively with the Program Director to ensure training is updated, encompasses the mission of both the 988 and the suicide prevention programs and supports best practices.
  • Maintain compliance with all standards required for all regulating and accrediting bodies, inclusive of policies, procedures, required training and quality assurance standards.
  • Ensure shift coverage of the call center through scheduling and cooperative coordination with the Program Director.
  • Provide training for 988 employees and volunteers.
  • Work cooperatively with the IT department to report technical issues and assist to ensure technology is meeting program needs.
  • Provide assistance to coordinate suicide prevention services with other providers, complete agency service plan goals and objectives, consultation, education and awareness presentation for community agencies and groups, maintain statistical data, prepare reports and develop or revise program materials with the Program Director.
• Provide supervision and support for 988 Call Center staff and volunteers, inclusive of training, scheduling, completing reports, time records and performance reviews.
• Attend and answer incoming direct or indirect calls to ensure call volume is answered at or above 90% within 20 seconds or less and assist callers by providing short-term crisis intervention and referral, regain control of their lives and find alternatives to suicide.
  • Silent monitor calls for quality assurance and coaching opportunities.

Requirements

• Bachelor's degree required, BSW or MSW preferred. Ohio Licensed LSW, LPC or MFT preferred.
• Minimum of one (1) year of previous, demonstrated, employee supervision experience required.
• Must successfully complete mandatory, paid 50-hour on site Suicide Prevention training program requirements for preparedness along with 4-hour online Vibrant mandated training.
• Ability to demonstrate and maintain poise.
• Computer experience, including MS Office 365 software and database management software.

Perks

• Electronic Onboarding
• Team-Oriented Environment
• EMR System
• Excellent Health, Dental and Vision Care Coverage Options
• Employer Paid Life Insurance, Long-Term Disability and AD&D Coverages
• Supplemental Life Purchase Options
• Ancillary Benefits to Include Long-Term Care and Whole Life Options
• 401(k) and Roth Plans with Employer Matching & Discretionary Contributions
• Generous Paid Vacation, Holidays, Sick and Personal Days
• Free Parking
• North Central is a Federal Student Loan Forgiveness Participant
• Referral Bonuses
• CARF Nationally Accredited Establishment
• Serving Franklin County for over 50 years
• Acknowledged Among Top Non-Profit Organizations

Background and reference checks will be conducted. Individuals are not considered applicants until they have completed an application and completed an on-site interview. Completing the application does not guarantee employment. In accordance with North Central's Drug-Free Workplace Policy, pre-employment drug testing will be administered. EOE/AA