LCSW Call Center Supervisor

New York, NY

Post Date: 06/13/2018 Job ID: 11256022
Essential Duties and Responsibilities:
  • Provide ongoing clinical, administrative, and technical supervision to direct reports; review application of clinical skills, provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with Training department.
  • Ensure compliance of direct reports with clinical training and supervision requirements.
  • Attend monthly clinical supervision, and ongoing seminars as indicated.
  • Conduct contact call monitoring for quality improvement and training purposes; work directly with Quality Improvement Specialist and Associate Director.
  • Collaborate with crisis counselors in de-escalation of client contacts that warrant supervisory intervention (through coaching of crisis counselor and/or contact with client).
  • Adhere to performance-based management approach utilizing key performance indicators to make data driven evaluations.
  • Maintain responsibility for meeting service levels and maintaining efficient operations during given shift.
  • Answer hotline calls as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed to maintain service levels.
  • Perform annual evaluation of all direct reports.
  • Work with program leadership to ensure efficient dissemination of all policy and program changes, and assist with implementation of new programs.
  • Complete monthly reports as indicated for quality improvement and operations.
  • Coordinate and manage regular communications with internal and external partners relevant to program if applicable.
  • Recommend program design modifications as needed to ensure program supports innovations in mental health
  • On call duties as needed.
Required skills:
  • Valid NYS License.
  • Fluency in the English language, both oral and written.
  • Courteous, empathic, and professional manner.
  • Motivational interviewing.
  • Active listening skills to establish working alliance with clients and crisis counselors.
  • Knowledge of mental health resources in the New York metropolitan area.
  • Efficiency with information-gathering, problem-solving, and conflict-resolution.
  • Superior communication skills to convey information clearly, accurately and completely.
  • Ability to maintain professional demeanor when handling crisis and abusive contacts.
  • Superior supervisory skills as evidenced by effective time management and multi-tasking.
  • Ability to work efficiently in a team and independently.

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