Clinical Call Center Manager

The Affiliated Sante Group; Timonium (MD); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Robust retirement plan

Health coverage

Paid time off

Birthday day off

Training & growth

Culture of purpose

Employee Assistance Program

Wellness perks

Recognition rewards

Exclusive discounts

Life & AD&D insurance

Short and long-term disability

Legal assistance

Pet insurance

Ancillary plans

FSA

Job summary

Santé Group Companies is seeking a Full-Time 911 Call Center Program Manager to lead the crisis intervention team in Timonium, MD. The role focuses on daily operations, staff supervision, and liaison with BCCRS management to ensure a high-quality program.

The ideal candidate will have a Master's in Counseling or Social Work and MD licensure (LCSW-C/LCPC). Flexible to day/evening shifts, with weekend/on-call requirements and strong leadership experience.

Qualifications

• Master's degree in Counseling, Social Work, or a related field.
• Must possess and maintain current licensure in the State of Maryland (i.e.: LCSW-C/LCPC).

Responsibilities

• Develops policies and procedures in collaboration with the Director and ensures implementation.
• Leads initial and ongoing training of CCC.
• Assists in hiring, including interviewing employment candidates.
• Performs follow-up calls for CCC and determines disposition or transfer to BCCRS as needed.
• Provides ongoing training, monitoring, and supervision to CCC staff.
• Provides ongoing clinical oversight for CCC and coordination with BCCRS services.
• Ensures accurate, thorough, and timely documentation of all CCC calls.
• Available 24/7 as an on-call supervisor.
• Reviews open cases daily and consults on difficult cases.
• Establishes CCC schedule and ensures coverage.
• Directly supervises all CCC team members.
• Coordinates and consults with Dispatcher supervisor on program effectiveness and quality.
• Fills in shifts as needed.
• Develops and provides community trainings when requested; participates in Community Boards and Committees as needed.
• Audits cases per standard operating procedures.
• Checks work e-mail according to agency protocol.
• Participates in and completes required trainings.
• Other duties as assigned

Education

Master's Degree in Counseling, Social Work, or a related field

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Clinical Call Center Manager

BC County Overnight Expansion Full - Time Timonium, MD, US

Salary Range: $75,000.00 To $80,000.00 Annually

Who We Are:

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community. The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

What We're Looking For:

Santé is seeking Full-Time 911 Call Center Program Manager to work with our crisis intervention team in Timonium, MD! An ideal candidate would be flexible to work day shift, evening shift, and some weekends with on-call requirements.

As a 911 Call Center Program Manager, you will work with the Director and BCCRS in the development and management of the 911 Call Center Clinician Program (CCC) pilot. The Program Manager will be responsible for the daily operations of the 911 Call Center Program, clinical and administrative supervision of all staff, and serving as liaison for BCCRS management team and staff.

What You'll Do:

• In collaboration with the Director, develops policies and procedures and ensures implementation
• Responsible for initial and ongoing training of CCC
• Assists in hiring process, including interviewing of employment candidates
• Completes follow up calls for CCC, and determines disposition or transfer to BCCRS as needed
• Provides ongoing training, monitoring, and supervision to CCC staff
• Provides ongoing consultation and clinical oversight for CCC and coordination with BCCRS services
• Ensures accurate, thorough, and timely documentation of all CCC calls
• Available 24/7 as an on-call supervisor
• Provides daily review of open cases and consultation on difficult cases
• Establishes CCC schedule and ensures coverage
• Directly supervises all members of the CCC team
• Coordinates and consults with Dispatcher supervisor on program effectiveness and quality
• Fills in shifts as needed
• Develops and provides community trainings when requestedParticipates in Community Boards and Committees as needed
• Audits cases per standard operating procedures
• Checks work e-mail according to agency protocol
• Participates in and complete all required trainings
• Other duties as assigned

What We Require:

• Master's Degree in Counseling, Social Work, or a related field of study.
• Must possess and maintain current licensure in the State of Maryland (i.e.: LCSW-C/LCPC).

What You'll Get:

• Salary $75,000-$80,000 per year(depending on licensure and experience).

Full Time Benefits

• Robust Retirement Plan - 403(b) with company match to support your future.
• Health Coverage That Cares - Comprehensive medical, dental, and vision insurance.
• Time to Recharge - Generous paid time off and sick leave.
• Celebrate You - Enjoy your birthday off every year!
• Training & Growth - Ongoing development programs and career advancement opportunities.
• Culture of Purpose - A welcoming, inclusive environment where you belong.
• Employee Assistance Program - Confidential support for life's challenges.
• Wellness Perks - Annual wellness initiatives and access to the Calm App.
• Recognition & Rewards - Through our Awardco platform and referral program.
• Exclusive Discounts - Enjoy deals through FunEx and more.
• Life and AD&D insuranceprovided at no cost.
• Short and long-term disability coverage.
• Optional legal assistance and transferable life insurance.
• Pet insurancefor your furry family.
• Ancillary planslike critical illness, accident, and hospital indemnity.
• Financial Flexibility - Flexible spending accounts (FSA) to help with healthcare and dependent care expenses.

We believe that diversity of background and experience makes for better problem-solving and collaboration, which is why we are dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, a passion for making an impact, a personal desire to grow, and the ability to help individuals heal, recover, and thrive.

Disclaimers:

The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

The Santé Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify. http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf