Chat Clinical Manager

JOB SUMMARY:

Under the guidance and supervision of the Clinical Director, the Clinical Manager will be responsible for monitoring and supervising the performance of assigned teams as well as providing consultation and training to staff and clinical oversight of call center activities as they relate to the crisis calls.

JOB RESPONSIBILITIES: ? Provide clinical supervision and training to Crisis Call Specialists including consultation groups, one-to-one coaching, and regular quality assurance monitoring. ? Address staffing, coaching, and disciplinary recommendations with Clinical Director. ? Maintain performance measures and develop reports on contract-related activities to Clinical Director. ? Make follow-up calls to individuals who are offered assistance on Mobile Crisis Response Line as required. Maintain documentation of follow-ups and client data. ? Available either on site or by phone as needed and as agreed upon for consultation. ? Responsible for keeping informed on latest research related to crisis intervention and updating program accordingly. ? Ensure that program Key Performance Indicators, service goals, and objectives meet the measurable benchmark goals. ? Provide formal training within the agency and community pertaining to contracted lines of business

JOB QUALIFICATIONS: ? Education: Must be a licensed mental health practitioner (Licensed Clinical Social Worker, Licensed Professional Counselor, Licensed Marriage and Family Therapist, Licensed Psychologist, or Advanced Practice Registered Nurse.) ? Experience: Non-profit experience and background in crisis intervention preferred.

REQUIRED SKILLS AND ABILITIES:
? Strong verbal skills, people skills, and computer skills required.
? Ability to work with staff and volunteers.
? Ability to show compassion and nonjudgmental attitude while assisting callers with diverse and complex needs.
? Ability to handle stress due to scope and type of calls that may be received.
? Must have attention to detail and the ability to multi-task.
? Candidates must be willing to work days, some evenings, and even weekends on occasion.
? Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

WORKING CONDITIONS:
? This position may involve handling high-pressure situations, particularly in response to community needs and disaster management.
? Flexibility to adapt to the evolving needs of the organization and community stakeholders.

WORK ENVIRONMENT:

This position is hybrid upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done.

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Moderate independent travel. Some evening/weekend work required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.

Contents may be subject to change to meet the needs of the organization.

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