The Diversity Search Group has been retained to conduct a search for a Crisis Line Program Manager position located in Columbus, Ohio.
Crisis Line Program Manager – Call Center Staff
Responsible for the overall supervision and operational integrity of the Program to include collaborating with other members of the management team to ensure the program is performing to optimal levels.
Essential Duties and Responsibilities
•Collaborate with call center staff on work flow and ensure that office-oriented directives and policies and procedures are implemented in a timely manner.
•Assist in ensuring ongoing communication among programs.
•Carry out program management activities such as planning, staffing, budget, and program implementation, program development, quality assurance and quality improvement.
•Maintain a working knowledge of the call center’s Mission, Vision, and Values to influence and lead the strategic direction of the help line program, motivate others, and to facilitate appropriate change, process improvement, and effective decision-making.
•Oversight of program functions, clinical assessments, collaboration within State agencies, and sharing information with others as needed.
•Ensure full compliance with HIPAA and all other regulatory agency requirements.
•Identify opportunities for quality improvement and initiate appropriate referrals.
•Complete all necessary paperwork for insurance and billing.
•Abide by all deadlines.
•Maintain a working knowledge of clinical standards, policies, and procedures to ensure and safeguard the delivery of quality care.
•Undertake strategy creation for contingency planning and risk mitigation.
•Report the progress as well as the problems to call center project manager and additional executives.
•Create data driven reports to examine service delivery to ensure that all calls are processed accurately and in a timely manner.
•Monitor call center staff and site productivity, providing Project Manager with continuous feedback promoting the adherence to program expectations.
•Social Skills—the individual professionally interacts with members and models appropriate behaviors.
•Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
•Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts productive meetings.
•Written communication—the individual edits work for spelling and grammar, presents data effectively and is able to read and interpret written information.
•Leadership—the individual inspires and motivates others to perform well, accepts feedback from others.
•Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
•Judgment—the individual displays willingness to make decisions, exhibits sound, accurate, and ethical judgment and makes timely decisions.
•Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
•Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.
•Interpersonal skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
Experience and Education Requirements
•Bachelor or Master degree in Social Work or Counseling or completion of BSN
•Two years’ experience in drug counseling, or similar discipline
•Knowledge of call center crisis intervention techniques and brief therapy
•Clinical experience in evaluation, assessment and multi-axial diagnoses of adults
•Two or more years management/supervisor experience
•LISW or BSN with current State of Ohio Licensure
•Knowledge of community resources
•Experience in counseling ill adults, teens, etc.