Crisis Call Center Administrator

Job description

CRISIS CALL CENTER ADMINISTRATOR

Under the general supervision of the DWIHN Mobile Crisis Director, the Crisis Call Center Administrator provides oversight and monitoring of the DWIHN Crisis Call Center.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Monitors the Crisis Call Center activities at the Network to ensure compliance with established policies and procedures.
• Supervises Crisis Call Center Staff.
• Monitors and reports data regarding satisfaction, complaints, grievances and appeals activities.
• Monitors Crisis Call Center contracts.
• Performs quality analysis and quality improvement.
• Oversees the tracking, trending, and reporting of client complaints, grievances and appeals processes.
• Oversees the coordination of Satisfaction Survey activity to ensure timely reporting to Unit director and governing entities.
• Oversees the coordination of the Annual Crisis Call Center’s internal and external review preparation activities.
• Performs related duties as assigned.

REQUIRED EDUCATION:

A Master’s Degree in Social Work, Psychology, Counseling, the Human Services, the Social Services or a related field

REQUIRED EXPERIENCE:

Five (5) years of professional experience in behavioral healthcare including at least (2) two years of experience in a community mental health setting and two years of experience in clinical practice.

AND

Two (2) years of full-time paid professional experience as a manager or supervisor providing access authorizations, utilization review, or crisis services for a Call Center or Customer Service Operation.

REQUIRED LICENSE(S).

A Valid State of Michigan clinical licensure:  LMSW, LMHC, LPC, LLP or PhD. 
(A limited license will be accepted).

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