Supervisor – Crisis Call Center (OMJ)

Job ID: 233325023 Type: Full-Time Rotating Shifts
Behavioral Health Link | Dayton, OH 45422

Supervisor – Crisis Call Center (OMJ)

The Supervisor is a member of the call center leadership team responsible for the successful operation of the crisis call center hub on assigned shift including attainment of key performance indicators (i.e., average speed of answer, abandonment rate), hiring staff, providing on-the-job training for staff, actively managing staff productivity, and continuous monitoring of staff performance for quality assurance. The Supervisor will also provide supervision toward licensure for associate licensed staff to facilitate attainment of full licensure as requested. Crisis Call Center and Mobile Crisis Response staff report to the Supervisor. Other responsibilities include:

• Roughly 60% – 70% of time each month is devoted to staff development and training to meet individual, role, and team productivity goals that directly support center’s ability to meet key performance indicators.

• Approximately 20-30% of time each month is spent backing up staff by taking calls during peak periods or when staff are on leave and backing up other supervisors and the director as necessary.

• An estimated 10% of time each month is devoted to organizational initiatives as assigned.

• Providing consultation and support for urgent and emergent cases including active rescues and mobile dispatches.

Workforce Specialist

Roxi Mills 19372254851