MiCAL Supervisor (Full-Time)

Description:

Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you’re looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive.

STATEMENT OF THE JOB

• The Crisis Supervisor provides real-time leadership and oversight of frontline staff delivering services through the Michigan Crisis Access Line (MiCAL), a statewide 24/7 crisis contact center.
• This role is responsible for ensuring high-quality, clinically sound crisis intervention during assigned shifts by supporting staff, monitoring service delivery, and responding to escalations. The Supervisor serves as the first point of contact for staff needing guidance, clinical consultation, or operational support, ensuring consistent adherence to protocols and a safe, responsive environment for both staff and callers.
• We are seeking six supervisors to join our team. 1st, 2nd, and 3rd shifts needed!

ESSENTIAL DUTIES AND RESPONSIBILITIES

Real-Time Staff Supervision

• Provide direct, real-time supervision of crisis specialists during assigned shifts.
• Monitor staff activity to ensure adherence to schedules, protocols, and service expectations.
• Serve as the primary point of contact for staff questions, support needs, and issue escalations.
• Reinforce performance expectations and provide in-the-moment coaching and feedback.

Clinical Support & Escalation

• Provide immediate guidance on crisis intervention, suicide risk assessment, and de-escalation strategies.
• Respond to and support complex, high-risk, or sensitive calls as needed.
• Ensure appropriate use of escalation pathways and clinical protocols.
• Consult with the Manager or Clinical Director on critical or complex situations as appropriate.

Shift Operations Management

• Ensure adequate staffing coverage throughout the shift and coordinate real-time adjustments (breaks, call-outs, reassignments).
• Monitor call volume, queue activity, and service levels, taking action to maintain responsiveness.
• Coordinate smooth shift transitions, including handoff communication between supervisors.
• Address operational issues as they arise, escalating concerns when needed.

Staff Support & Culture

• Foster a supportive, respectful, and team-oriented environment during all shifts.
• Recognize signs of staff stress or fatigue and connect staff with support resources as appropriate.
• Encourage use of wellness practices and available supports (e.g., debriefing, Wellness Clinician resources).
• Support staff engagement and morale, particularly during high-demand shifts (overnights, weekends, holidays).

Documentation & Communication

• Document and communicate significant incidents, staffing issues, and shift activity to the Manager.
• Maintain accurate records of shift operations, including staffing adjustments and notable events.
• Participate in regular supervisor meetings and share insights on staff needs and operational trends.

Collaboration & Coordination

• Work closely with the MiCAL Crisis Services Manager to ensure alignment with operational and staffing expectations.
• Partner with Training and Quality teams by reinforcing training content and performance expectations in daily work.
• Coordinate with Workforce Scheduling regarding attendance, coverage issues, and schedule adherence.

On-Call & Coverage Support

• Assist with coverage needs across shifts as required, including evenings, overnights, weekends, and holidays.
• Provide additional leadership support during high-demand periods or critical incidents.

Requirements:

EDUCATION AND EXPERIENCE

Required:

• Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health field.
• Current licensure (LMSW, LPC, LP, or equivalent) in the State of Michigan.
• Minimum of 2–3 years of experience in crisis intervention, behavioral health, or a related field.
• Experience working in fast-paced or high-stress service environments.
• Certified Crisis Specialist (or ability to be certified within 1 year of hire).
• Must be a resident of the State of Michigan.

Preferred:

• Experience in crisis line services, 988, or contact center environments.
• Prior supervisory or leadership experience (formal or informal).
• Experience providing real-time coaching or clinical consultation.

KNOWLEDGE / SKILLS / ABILITIES

• Strong clinical skills in crisis intervention, suicide risk assessment, and de-escalation. 
• Ability to make quick, sound decisions in high-pressure situations.
• Excellent communication and interpersonal skills. 
• Ability to provide coaching, feedback, and support in real time. 
• Strong organizational skills and attention to detail. 
• Ability to manage multiple priorities simultaneously during active shifts. 
• Proficiency in documentation systems and contact center technology.

WORK ENVIRONMENT

• This position operates in a 24/7 crisis contact center environment. Shift Supervisors are expected to work assigned shifts that may include evenings, overnights, weekends, and holidays. Flexibility is required to meet staffing and operational needs.

Gryphon Place provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. EOE. This job description is representative. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.

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