LPHA Supervisor-LCPC/LCSW-REMOTE

Job Description

Job Description

LPHA Supervisor - 

24/7 CARES Crisis Call Center- LCPC/LCSW

$33.65 Hourly Rate:

3rd Shift Full-Time Opportunity Sunday-Thursday: 10:00 PM - 7:00 AM

3rd Shift Part-Time Opportunities Sunday-Friday: 10:00 PM - 2:30 AM and 2:30 AM - 7:00 AM

ABOUT AUNT MARTHA'S HEALTH & WELLNESS
Aunt 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 SUMMARY
CARES 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 RESPONSIBILITIE S
The Agency reserves the right to modify duties as needed.

Administration
• Conduct routine performance evaluations using service delivery indicators such as call abandonment and call holding times
• Prepare monthly reports reflecting assigned shift performance
• Assist CARES Line Agents with incoming crisis calls
• Support managed care providers, mobile crisis responders, schools, hospitals, and other service partners requiring targeted training resources

Supervision
• Oversee daily call center operations, including Line Agent productivity and quality of service
• Ensure adherence to attendance, policies, and procedures
• Complete regularly scheduled performance reviews and provide ongoing training
• Provide real-time support to CARES Line Agents, including guidance, feedback, and call takeovers when necessary

Communication
• Maintain strong communication with leadership, including, Training Administrator and Quality Administrator
• Serve as a liaison between CARES leadership and internal and external stakeholders
• Coordinate written and verbal communication with Crisis Line Agents regarding policies, procedures, and support needs

Training
• Develop training materials and conduct training sessions for CARES Line Agents in partnership with the Training Administrator

Reporting and Quality Improvement
• Analyze data routinely to identify areas for performance improvement
• Participate in ongoing quality improvement initiatives

Compliance and Professional Standards
• Adhere to HIPAA laws and regulations
• Maintain a remote workspace that meets HIPAA standards
• Demonstrate cultural competence and ability to work effectively with diverse communities

Other Functions
• Additional duties may be assigned at the Agency’s discretion

QUALIFICATIONS

Education and Experience
• Education commensurate with Illinois licensure requirements for designation as a Licensed Practitioner of the Healing Arts
• Experience providing mental health services to children and youth

Licensure
• Current, valid, unrestricted Illinois license as a Licensed Practitioner of the Healing Arts
• Qualified licenses include LCSW or LCPC, in accordance with 59 IL Administrative Code 132.25

COMPENSATION AND BENEFITS
• Hourly rate: $33.65
• Health, dental, and vision insurance
• Disability and life insurance
• Paid vacation, sick days, and holidays
• Retirement plan
• Employee Assistance Program
• Tools and programs to help you maximize your benefits