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Contact Center Supervisor

Vibrant Emotional Health
New York, New York, United States
November 08, 2018


Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Objective:

The Supervisor serves as the primary, on-site supervisor and team leader for a designated shift and provides direct clinical and administrative supervision to crisis counselors. Supervisor provide oversight across different service tracks and hotlines, and provide additional content supervision and consultation for specialized track(s) as necessary.

Department: Contact Center Services – Here 2 Help Connect

Reports to: Clinical Manager

Full-Time, Exempt Position

Various Shifts available:

*(Fri - Tues, 8am – 4pm) must have flexibility in working both weekends

(Sun - Thurs, 4pm – 12am) must have flexibility in working weekends

(Tues - Sat, 4pm – 12am) must have flexibility in working weekends

*Can be a 4 day work week.

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

•Other 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.


License to practice assessment and/or psychotherapy in NYS State, along with Master’s degree in in Psychology, Social

Work, or related field. 3 years’ experience with the practice of assessment and/or psychotherapy, preferably with Administrative/Supervisory duties. Crisis intervention and/or Mental Health information and referral services experience a plus. Must be comfortable working independently.

Copy of NYS license to practice - LMFT, LMHC, LCSW or LMSW and current registration required by date of hire. National Provider Identification number required by date of hire; instructions for securing NPI number will be provided. Fluency in Spanish, or another language is a plus.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.