Job Description

Job Description

Job Description

Job Summary

This contingent position works directly under the Manager of the Crisis Hotline and serves in a supervisor capacity for Crisis Service Specialists at the Resource and Crisis Center (RCC) in Pontiac, MI. The role is responsible for overseeing the operations of front desk services at the RCC, ensuring that the front desk and lobby areas provide a clinically focused and welcoming environment for individuals seeking assistance.

This is a contingent role.
This on-site role is based at our Resource and Crisis Center in Pontiac, MI. The position requires 12-hour shifts in a facility that operates as a 24/7 Crisis Center .

Essential Functions

• Train front desk staff in trauma-informed practices, crisis response protocols, and HIPAA compliance; provide ongoing coaching and support
• Conduct regular one-on-one supervision and team meetings (at least monthly) to promote staff development, address concerns, and reinforce best practices
• Develop, implement, and update procedures that support efficient and clinically sound front desk operations
• Monitor and analyze cycle time from arrival to transfer to crisis service providers, identifying and resolving delays or service gaps
• Create and maintain staff schedules to ensure consistent coverage across all shifts, including weekends and holidays; proactively identify and coordinate coverage for staffing gaps due to call-offs, vacancies, or increased service demand
• Mitigate barriers to timely service transfers by collaborating with internal teams and external partners
• Build and maintain professional relationships with crisis provider leadership to support seamless coordination and service delivery
• Demonstrate and model effective crisis intervention and de-escalation techniques; provide real-time support to staff during high-acuity situations
• Oversee inventory management, including ordering and restocking supplies and resources designated for people served
• Ensure the front desk and lobby areas remain clean, organized, and welcoming

• Communicate security concerns—including contraband, threats, or behavioral risks—to all relevant RCC entities in a timely and coordinated manner
• Take a proactive role in guiding and managing all safety efforts- overhead pages, facilitating evacuation of the lobby, etc.
• Participate in agency meetings, supervision, and required training to stay current with policies, procedures, and best practices
• Perform other duties as assigned to support the mission and operations of the Resource and Crisis Center

Job Requirements and Qualifications

Education:

Bachelor's degree in a human service-related field (social work, psychology, counseling, family services, sociology, criminal justice)

OR 3+ years of related Crisis leadership experience.

Training Requirements (licenses, programs, or certificates):

• BLS
• Recipient Right’s
• Clinical License

Experience Requirements:

• Minimum three years of experience working in a human or medical service environment (school, hospital, crisis center, call center, community mental health agency).
• Minimum of 1 year of leadership experience working within a managed care, behavioral health or hospital setting

Preferred Experience:

• Experience in working with electronic health records
• Experience in customer service
• Experience with data entry
• Experience in crisis de-escalation
• Experience working with adults with severe mental illness, substance use disorder or intellectual/developmental disabilities
• Experience working with children with serious emotional disturbance

Job Specific Competencies/Skills:

• Interpersonal Skills
• Strong Organizational Skills
• Data Analysis
• Strategic Planning
• Strong written and oral communication
• De-escalation and conflict resolution
• Strong leadership and problem-solving skills
• Clinical knowledge of mental health and suicide prevention
• Strong time management

Knowledge Requirements:

• HIPPA
• Microsoft 365
• Recipient Right’s
• Mental Health Code
• Medicaid Manual

Oakland Community Health Network’s Core Competencies:

• Interacting with others in a way that gives them confidence in one’s intentions and those of the organization; demonstrating loyalty to the organization and its mission and values; maintaining social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles. (Integrity/Building Trust)
• Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships, recognizing that the ultimate customer is the person served. (Customer Focus)
  • Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. (Continuous Learning)
  • Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence in addition to consciously adopting organizational standards of excellence. (Work Standards)
  • Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

(Communication)

Additional Information

(Travel required, physical requirements, etc.):

Must be available for meetings and events which may occur outside of standard office hours.

• Work performed primarily in a crisis center environment.
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.

OCHN is committed to building a diverse team and fostering an inclusive and equitable culture. We are proud to be an equal opportunity employer that embraces and encourages our employees’ differences. This includes (but is not limited to) ability, age, color, family type, gender expression and identity, individual expression, medical conditions, national origin, pregnancy, race, religion, sexual orientation, veteran status, and all other diverse and wonderful characteristics.

Job Tags

Similar Jobs