Supervisor

LPHA- SupervisorFull-Time and Part-Time Opportunities- for this 24/7 Crisis LineCARES Crisis Call Center- LCPC/LCSWAunt Martha's Health & Wellness is committed to supporting the well-being of our communities by promoting equity in access to care and delivering exceptional healthcare through a culture of innovation. We take a responsible, people-centered approach to creating environments that allow us to do what we do best—provide healthcare and wellness services.This position reports to Chrysalis Consulting Group, a for-profit company owned by Aunt Martha's Health & Wellness.POSITION SUMMARYCARES is a 24-hour, 7-days-a-week Medicaid-funded mental health crisis line serving children, adolescents, and adults throughout Illinois. The Crisis Call Center provides therapeutic support and resources to individuals experiencing suicidal ideation, self-harm behaviors, aggression, and/or psychotic episodes.The Licensed Practitioner of the Healing Arts (LPHA) is primarily responsible for shift oversight within a 24-hour mental health crisis call center and provides therapeutic support to callers and operational support to staff as needed.ESSENTIAL DUTIES AND RESPONSIBILITIESThe Agency reserves the right to modify duties as needed.AdministrationConduct routine performance evaluations using service delivery indicators such as call abandonment and call holding timesPrepare monthly reports reflecting assigned shift performanceAssist CARES Line Agents with incoming crisis callsSupport managed care providers, mobile crisis responders, schools, hospitals, and other service partners requiring targeted training resourcesSupervisionOversee daily call center operations, including Line Agent productivity and quality of serviceEnsure adherence to attendance, policies, and proceduresComplete regularly scheduled performance reviews and provide ongoing trainingProvide real-time support to CARES Line Agents, including guidance, feedback, and call takeovers when necessaryCommunicationMaintain strong communication with leadership, including Vice Presidents, Training Administrator, and Quality AdministratorServe as a liaison between CARES leadership and internal and external stakeholdersCoordinate written and verbal communication with Crisis Line Agents regarding policies, procedures, and support needsTrainingDevelop training materials and conduct training sessions for CARES Line Agents in partnership with the Training AdministratorReporting and Quality ImprovementAnalyze data routinely to identify areas for performance improvementParticipate in ongoing quality improvement initiativesCompliance and Professional StandardsAdhere to HIPAA laws and regulationsMaintain a remote workspace that meets HIPAA standardsDemonstrate cultural competence and ability to work effectively with diverse communitiesOther FunctionsAdditional duties may be assigned at the Agency's discretionQUALIFICATIONSEducation and ExperienceEducation commensurate with Illinois licensure requirements for designation as a Licensed Practitioner of the Healing ArtsExperience providing mental health services to children and youthLicensureCurrent, valid, unrestricted Illinois license as a Licensed Practitioner of the Healing ArtsQualified licenses include LCSW or LCPC, in accordance with 59 IL Administrative Code 132.25COMPENSATION AND BENEFITSHourly rate: $33.65Health, dental, and vision insuranceDisability and life insurancePaid vacation, sick days, and holidaysRetirement planEmployee Assistance ProgramTools and programs to help you maximize your benefits