Mobile Crisis Supervisor

*** Please note that you must reside in region 2 to qualify for this role***

The Mobile Crisis Supervisor will assist the Mobile Crisis Manager in supervising a team of professionals/paraprofessionals providing Mobile Crisis Response Services (MCRS). The supervisor will oversee training, monitoring, and evaluation of their assigned staff within the department and provide administrative/clinical leadership to the MCRS Program.

The Mobile Crisis Supervisor will ensure that staff respond to calls in a timely manner and provide adequate intervention and follow-up on linkage and referrals. The supervisor position will monitor activities to ensure compliance and complete appropriate documentation when required. This role will additionally serve as ‘supervisor on call’ (SOC) on a rotating basis, as needed, to support 24/7 coverage of program operations.

• Manage and lead daily mobile crisis operations in accordance with program strategic objectives, and program goals in accordance with leadership’s direction.
• Oversee performance management, and program-wide innovations aimed at meeting or exceeding core KPIs: overall response time of 59 minutes and diversion rate of 85% or more.
• Oversee management of assigned direct reports including the following:
• Support management in the oversight of program resources.
• Review and monitor case documentation to ensure accuracy and completeness.
• Complete required monthly audits of dispatches and provide staff feedback.
• Shadow staff members in person at least twice per month on a rotating basis so that all direct reports have at least one to two in-person audits a year with their supervisor.
• Ensure appropriate linkage and referral in behavioral health and/or IDD services in conjunction with responding staff.
• Lead BHL Platform implementation, training, and continuous improvement in coordination with the IT Department.
• Actively partner with the team to expand telehealth and ensure the most successful use of telehealth in the program.
• Contribute to process documentation, continuous improvement, communication, dissemination and enforcement of procedural compliance for staff.
• Orchestrate scheduling for 24/7, 365-day coverage with fellow supervisors, managers and leads to ensure on-call support when staffing cases, emergencies, employee accidents or injuries or other unforeseen circumstances on scene.
• Provide supervisor on call support as well as cover assigned on call hours.
• Monitor and maintain quality management program in coordination with Manager to ensure required quality goals are met.
• Participate in the hiring process by interviewing and vetting qualified candidates presented by the HR department.
• Welcome new staff, monitor their new hire training process, set expectations within the first thirty days.
• Evaluate training progress at regular intervals- especially within the first 90 days of employment.
• Perform a 90-day review, coaching and feedback session to communicate to the new employee a successful completion of their 90-day probationary period.
• Measure and evaluate staff productivity, transit times, completed assessments, cancelled dispatches, availability, and attendance on an ongoing basis.
• Check in with employees regularly to provide coaching one-on-one on a weekly (minimum monthly) basis.
• Monitor and ensure constructive, respectful and professional communication amongst all team members.
• Collaborate with HR Department and Mobile Leadership to ensure on time and accurate delivery of annual performance reviews.
• Draft legally compliant, clear, succinct and relevant disciplinary actions and have them reviewed and approved by HR before delivering to the employee live with another member of management present if needed. Make termination recommendations as necessary.
• Complete required company compliance trainings and attend regular meetings per leadership’s expectations.
• Schedule and host monthly staff meetings, facilitate teamwork and a sense of connection between staff members.
• Participate in employee appreciation and recognition programs. Demonstrates through leadership the importance of engaging and retaining the workforce.
• Attend in-person events for leadership,…