988 Call Center Manager

Profile

988 Call Center Manager

(Full Time)

Location:

East Providence, RI

All staff must be vaccinated for COVID-19 prior to starting work, unless a certified medical exemption accommodation is granted. Proof of vaccination must be shown upon hire.

The 988 Crisis Call Center at BH Link is hiring a program manager who is dedicated to supporting an innovative program that makes a positive impact on the lives of Rhode Island community members! The 988 Call Center provides crisis answering services – responding to calls, chats, and texts from individuals experiencing mental health and/or substance use crises.

This call center is connected to the BH Link – Rhode Island’s walk-in behavioral health crisis center. As such, 988 Crisis Counselors can assist service recipients in facilitating entry to BH Link, to be seen in person by an experienced clinical team that provides comprehensive assessment and referral services. The 988 Crisis Call Center also coordinates with local mobile crisis response teams, dispatching available mobile crisis clinicians to the community in order to meet people where they are. The services provided emphasize client-driven care in the least restrictive possible settings.

Roles and Responsibilities:

- Serving as an active member of BH Link’s leadership team.

- Taking direction from BH Link Co-Directors and the VP of CCA’s Acute Services division.

-Collaborating with the executive leadership team of Horizon Healthcare Partners (HHP) and designated administrators of BHDDH.

- Coordinating with external partners and providers (including 911 dispatch, local municipalities, CHCs, CMHCs, etc.)

- Working closely with BH Link’s data team in order to meet data metric and reporting requirements identified in the program’s scope of work.

- Providing direct supervision and oversight to 988 Clinical Supervisors and the 988 administrative team.

- Routinely review program policies and procedures to ensure they are aligned with standards set by licensing and accrediting bodies.

- Ensure that training and orientation processes are congruent with guidance set by federal and state partners.

- Engage regularly in evaluative practices that are informed by program metrics and best practices.

- Ensuring 24/7 staffing coverage of the 988 Crisis Call Center, in coordination with 988 clinical supervisors and the 988 Community Network Coordinator.

Desired Skills:

- The ability to provide person-centered and solutions-focused leadership.

- Highly organized and able to prioritize tasks effectively.

- Able to network effectively in order to build and strengthen relationships with partners and stakeholders.

- Can effectively help employees navigate stressful work scenarios and build confidence in supervision.

- Contributes to a positive and progressive program culture.

- Comfortable engaging in front-line work and leading by example.

- Approaches decision-making and problem-solving opportunities in a proactive and inclusive way.

- Multilingual staff are highly encouraged to apply.

Qualifications:

- Masters in human services or three years of leadership experience in the behavioral health field required.

- Five years' experience working in the behavioral health field and/or call centers preferred.

- Fluency in multiple languages preferred (and compensated).

Company info

NRI Community Service