Crisis Call Center Supervisor - Day Shift

Job Description

Job Description

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. 

Santé is seeking a day shift, f ull -time, OPS Crisis Call Center Supervisor/Coordinator (in office) to join our frontline crisis intervention team in Baltimore County, MD. As an OPS Call Center Coordinator Leader, you will provide oversight of daily OPS/GBRICS functions in coordination with the Deputy Director and Call Center Manager. The OPS Coordinator will work with management and ensure guidance and administrative oversight for call center employees.

What You’ll Do: 

• Develop, approve, and monitor Call Center work schedules and ensure all shifts are covered 24/7, 365.
• Will supervise and train Team Lead positions in the call center.
• Able to fill Phone Counselor shifts if needed.
• Responsible for on call availability regarding scheduling/ administrative concerns.
• Administrative supervision of call center staff ensuring all requirements are met by staff.
• Will be responsible for reviewing call center cases and ensuring accurate documentation and follow up.
• Ensures accurate, thorough, and timely documentation of all calls.
• Responsible for interviewing all call center staff and onboarding process once hired. 
• Serves as a liaison between management and call center staff and employees. 
• Ensures open communication on all matters related to GBRICS policies, procedures, and any updates.
• Regular meetings with Team Lead(s) to identify any current issues concerns or implementation of new policies/procedures.
• Provides ongoing communication with GBRICS managers, both the call center Manager and the MRT Director.
• Identifies any cross-program concerns between GBRICS Call Center and MRT and works with management team to develop increased communication or program improvements. 
• Assists with record releases per client/agency request.
• Checks work e-mail according to agency protocol.
• Participates in and completes all required training.
• Knowledge and familiarity with community resources, both mental health and non-mental health.
• Active participation in the ongoing development of the program database.
• Ensures staff can complete an environmental risk and safety assessment and relays all information to MCT/patrol when necessary. 
• Ensure all tasks related to each case are completed during each shift worked.
• Recognizes need for consultation with available supervisor.
• Abide by all federal, state and local confidentiality and reporting regulations.
• Comply with all of programs contractual and operational guidelines as outlined by your manager.
• Participates in community and company boards and committees, as needed.
• Advise Clinical Management of needed updates to procedures, policies and documentation.
• Other duties as assigned.

What We Require: 

• This is a Supervisory  position, providing guidance and oversight for OPS/GBRICS Phone Counselors and Team Leads.
• Master's degree in Counseling, Social Work, or related field of study preferred. 
• Bachelor's degree in Counseling, Social Work, or related field of study required. 
• Previous Crisis and Call Center experience required. 
• Supervisory experience required.
• Knowlege of Microsoft Office software.
• Must be able to be training on Electronic Consumer Record software.

The employee in this role is considered Essential Personnel. 

Other Qualifications:

• Must be able to work individually as well as within a team.
• Must be able to multi -task.
• Must be able to work with “high-risk” consumers who have mental illnesses as well as developmental and physical disabilities (i.e.: must have patience and must be able to effectively communicate with diverse consumers, etc.).
• We expect all staff to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.

What You’ll Get: 

• Salary Range: $60,000 to $67,000 per year (based on education and experience). - Day Shift
• 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 insurance  provided at no cost.
  • Short and long-term disability coverage.
  • Optional legal assistance and transferable life insurance.
  • Pet insurance  for your furry family.
  • Ancillary plans  like critical illness, accident, and hospital indemnity.
  • Financial Flexibility – Flexible spending accounts (FSA) to help with healthcare and dependent care expenses.

Disclaimers: 

Physical Demands:

While performing the duties of this job, the employee will spend long hours using office equipment and computers and must occasionally lift and/or move supplies and materials. This is a busy position with constant activity and interruptions, which will require the employee to meet with others on a regular basis. Must have adequate visual acuity to interact with the Electronic Medical Record (EMR) and Credible to accurately input data. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment:

While performing the duties of this job, the employee is regularly exposed to normal office conditions. The noise level in the work environment is usually loud. As we operate as a 365 day per year service, OPS Team Leaders must be available for day, evening, weekend and holiday shifts, as scheduled. While every effort may be made to create a schedule that meets the individual staff person’s needs, the schedule e is created first and foremost to meet the needs of the program. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Driving or Travel:

While performing the duties of this job, the employee is regularly required to drive a company vehicle. The employee must pos