CRISIS RESPONSE SYSTEM (CRS) PHONE COUNSELOR EVENING SUPERVISOR

Anne Arundel County Mental Health Agency; Annapolis (MD); On-site; USD 79,000 - 97,000; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Paid holidays

403b retirement plan

Health, vision and dental benefits

Long-term disability

AD&D insurance

Licensure reimbursement

Continuing education assistance

Free parking

Job summary

Anne Arundel County Mental Health Agency is seeking an CRS Phone Counselor Evening Shift Supervisor to manage the evening operations, supervise staff, review notes, and coordinate with MCT/CIT teams. The role requires clinical supervision, policy oversight, and effective communication with partners.

The supervisor will oversee scheduling, EHR note guidelines, monthly statistics, and resource referrals while ensuring crisis intervention and compassionate client support during extended hours.

Qualifications

• Master’s Degree in Social Work or Clinical Counseling required.
• LMSW, LGPC, LCPC or LCSW-C – licensure preferred or able to obtain within 12 months.
• Minimum two years related experience.
• Extensive knowledge of public and private mental health providers and resources.
• Knowledge of acute medical, psychiatric and substance use symptoms, diagnoses and treatments.
• Strong risk assessment and crisis intervention skills.
• Ability to collaborate effectively in a team setting.
• Excellent interpersonal, verbal and written communication skills.
• Promotes empathy and compassion; available for extended hours.

Responsibilities

• Supervise evening shift phone counselors; provide clinical supervision if licensed.
• Maintain policies and procedures for program operations.
• Manage scheduling and workload budget for CRS programs.
• Provide monthly OPS staffing schedule.
• Review client needs from partner groups and determine follow-up actions.
• Set guidelines for EHR notes and update the system.
• Maintain resource guide for referrals and care networks.
• Gather feedback from partners and recommend improvements.
• Monitor referral resources and propose enhancements.
• Provide monthly statistics to the CRS Director.
• Coordinate urgent care appointments when needed.
• Assist in day-to-day supervision and scheduling of OPS staff.
• Approve EHR notes and give feedback.
• Answer phone with active listening and supportive responses.
• Provide linkage resources and referral documents.
• Provide EHR summaries of phone calls.
• Assess need for CIT or MCT intervention and communicate with teams.
• Communicate with callers to diffuse crises.
• Obtain authorizations for needed client services.
• Support clients and OPS team through case debriefing.
• Complete required trainings by due date.
• Perform other duties as assigned.

Skills

Team collaboration

Communication

Clinical supervision

Crisis intervention

Empathy and compassion

Active listening

Extended hours availability

Education

Master’s Degree in Social Work or Clinical Counseling

Independent licensure within 12 months (LMSW/LGPC/LCPC/LCSW-C)

Job description

CRISIS RESPONSE SYSTEM (CRS) PHONE COUNSELOR EVENING SUPERVISOR – This is a Fulltime and onsite position.

Salary range: $79,277.45 - $97,145.98

Benefits include: paid vacation, paid sick leave and paid holidays; 403b retirement plan; health, vision and dental benefits; long term disability and AD&D insurance; reimbursement for licensure; continuing education assistance; free parking. Benefits are subject to change based on annual budget and board of directors’ approval.

Anne Arundel County Mental Health Agency is seeking a CRS Phone Counselor Evening Shift Supervisor who is responsible for managing the day-to-day activities of the Operations Center during the evening shift, including hiring, supervising and scheduling staff. The Supervisor reviews and approves notes from mental health phone counselors; provides monthly statistics to the CRS Director; and liaises with the Mobile Crisis Team (MCT) Supervisor and Critical Incident Team (CIT) Supervisor to ensure timely and effective communication and case-processing between MCT/CIT and operations.

Major Duties & Responsibilities:

• Provides supervision for evening shift phone counselors (providing clinical supervision may be required if the incumbent is independently licensed)
• Maintains policy and procedures for program operations
• Maintains the appropriate scheduling and workload budget (FTE's) for CRS programs
• Provides monthly schedule for OPS staffing
• Ensures daily review of client needs identified from ongoing communications with partner groups (hospitals, jails, police) and determines appropriate follow-up actions
• Provides guidelines for EHR notes and maintains and updates the system to capture note-taking
• Maintains an up-to-date resource guide to help assist with referrals and assist with the Network of Care
• Obtains feedback from partner groups and providers and makes needed recommendations for improvements
• Monitors the effectiveness of referral resources and makes recommendations for improvements
• Provides monthly statistics to the CRS Director
• Helps to coordinate and set up urgent care appointments, when appropriate
• Assists in the day to day supervision and scheduling of OPS staff
• Approves EHR notes written by OPS staff and provides ongoing feedback to staff
• Answers the phone, offering support while providing active listening and appropriate responses
• Provides linkage resources and documents offered referrals
• Provides EHR written summaries of phone calls
• Assesses the need for intervention by the CIT or MCT and communicates with teams to provide summaries for dispatch services
• Communicates effectively with callers to diffuse crisis situations
• Obtains authorizations for needed client services
• Provides support for clients and to the OPS team members through case debriefing with team
• Completes all required trainings on or before due date
• Performs other duties as assigned

Qualifications & Abilities:

• Master’s Degree in Social Work or Clinical Counseling required
• LMSW, LGPC, LCPC or LCSW-C - Independently licensed preferred or must be able to obtain independent licensure within 12 months.
• Minimum two (2) years related experience
• Extensive knowledge of public and private mental health providers and community resources
• Knowledge acute medical, psychiatric and substance use symptoms, diagnoses and treatments
• Strong assessment (risk, suicidal, crisis intervention and diagnostic) counseling skills
• Ability to collaborate effectively in a team setting
• Ability to maintain effective and professional relationships with clients and others
• Excellent interpersonal skills required
• Excellent verbal and written skills
• Ability to promote a culture of empathy and compassion
• Available to work extended hours when necessary