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Company Name :
Crisis Services
Location : Buffalo, NY 14207
Position :

Job Description : Position Summary: This position is responsible for the day-to-day and overall supervision and management of the Crisis Counseling Program (24-hour crisis hotline), including performance management to Crisis Services goals, metrics and training. Also acts as the lead Manager on the identification, development, and implementation of existing and improved performance and other reporting for the Crisis Counseling program. This position is a member of the Agency Leadership Team alongside Agency Department Management Team.
Position Accountabilities:
Responsible for assisting with providing daily on-site supervisory consultation, and administrative oversight to Crisis Counseling Program (24-hour crisis hotline)
Lead facilitator and manager of reporting and associated processes and workflows of data and metrics, including distribution for Management and Leadership team members on performance, quality assurance, individual progress data, and other metrics needed for operations/reporting, performance/compliance
Monitors quality assurance protocols to ensure that Crisis Hotline Counselors are meeting intervention model, support, resources, lethality guidelines, and client care needs in compliance with agency procedures/AAS standards
Responsible for recommending data driven best practice trainings and performance opportunities for Crisis Hotline Counselors Department
Responsible for providing data, as needed, to Crisis Hotline Managers and/or Agency Administration team
In partnership with the Professional Development Supervising Counselor , identifies development and training needs/opportunities for individually assigned Crisis Hotlines counselors through coaching, performance reviews, and supervision to meet department/individual performance goals
Schedule maintenance (daily, monthly, on call, holiday, etc.) when required to ensure full coverage of operations needs for the Crisis Hotline
Assists with escalated hotline calls and follow up procedures as needed
Responsible for assigning new Crisis Hotline counselors to work stations, hotline telephone system access, assign skillsets, maintain program placement logs
Responsible for the maintenance, oversight and implementation of all technology needs/updates, acts as liaison with technology vendors
Responsible for participation in rotating Crisis Hotline Management on-call supervisory consult responsibilities outside of scheduled work week
Required to participate in Agency, Leadership, and Departmental meetings and conduct work on behalf of all stakeholders
Other duties as assigned by Manager(s)
Position Requirements:
Must have a Master’s Degree in social work, public health, mental health counseling, or related degree and appropriate licensure
Minimum of 2 (two) years professional experience in human service related industry. Mental Health Services and Supervisory experience preferred
Must have strong demonstrated data analysis and reporting skills and experience
Demonstrated above average ability with reporting tools and statistical/data programming (Microsoft Suite, Excel)
Superior knowledge of HIPAA laws/regulations with regard to protected health information; code of ethics, confidentiality and privacy principles
Strong demonstrated ability to communicate effectively and develop effective interpersonal relationships with team members, clients, and staff
Demonstrated judgment, empathy, and ethical values and abilities that align with Agency goals and values
Internal: Will maintain productive relationships with agency management, program staff, volunteers and employees.
External: Will work collaboratively with a variety of statewide stakeholders (e.g. hospitals, law enforcement agencies, community service organizations, government agencies, courts and families) to provide a comprehensive range of services including advocacy, counseling, crisis intervention, support and guidance to meet the needs of the clients and their families.
General office environment; no exposures to extreme heat, cold, dust, noise.
Local travel (Erie County) limited
PHYSICAL AND MENTAL REQUIREMENTS: Primarily a sedentary position with occasional standing, sitting, bending and reaching required. A high energy level; comfortable performing faced paced, multi-faceted projects in conjunction with day-to-day activities.
Crisis Services is an Equal Opportunity Employer and considers all candidates for employment regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other characteristics protected by law.
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.
OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

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