Call Center Manager

Location: Dundalk or Towson, MD (Training at Main Campus)

Shift: 10am-6pm EST or 11am-7pm EST

(Variable workdays with occasional weekends and on call responsibilities)

Job Description:                     

This position provides general and administrative oversight for a behavioral health crisis helpline within the 988 system, under the direct supervision of the Director of Crisis Systems Operations. Call Center Director.  Daily activities include call monitoring and reviews for training and quality assurance. Trains and supports team members in iCarol, Behavioral Health Link and other Electronic Health Record systems or accurate documentation.

Essential Functions:   

1. Supports the delivery of care and engagement of individuals under care by participating in regional and interagency system partner meetings.  
2. Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care, maintaining a positive rapport.
3. Review calls for quality assurance and compliance for provisioned service delivery.
4. Reviews EHR systems (iCarol, BHL, etc.) verifying contact records are full and complete, with appropriate person-centered documentation and free from errors.
5. Ensures that referrals are documented and submitted properly in the EHR systems to care partners.
6. Provide consult for staff during day and evening hours.
7. Ensuring proper shift scheduling for continuous operations and assisting with shift coverage needs.
8. Serves as a liaison as assigned and appropriate for internal and external stakeholders, care partners, and visitors.
9. Demonstrates adherence to company policies, expectations, and behavioral competencies, both explicit and implicit.
10. All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.

Education:                              

Bachelors Degree in Human Services or related field, Required.

Experience:                            

Two years of work or engagement experience working with individuals living with dynamic and complex behavioral health needs, Required                

Additional:                             

Valid and unrestricted driver’s license, Required

Proficiency with Microsoft Office Suite Products, Required

Proficiency and familiarity with EHR/EMR systems, Preferred

Credentials:                           

Mental Health First Aid Certification, Preferred

Physical Demands:                

Prolonged periods of sitting at a desk or computer workstation.

Prolonged periods of standing, bending, and reaching.

Must be able to lift weights up to 50 pounds at times.

Psycho-Social Demands:       

Seeks guidance / help proactively to support safety and quality care.

Demonstrates skill of distress-tolerance to maintain calm and safety.

Models positive regard with all members of the community of care.

Establishes and maintains interpersonal boundaries.

Maintains personal and situational awareness through self-reflection.

Practices ethical, evidence-based, and person-first decision-making.

Clock Hours:                            

40 hours / week, 80 hours / pay period

FMLA Exemption:                 

Salaried, Exempt

Reports To:                            

Director of Crisis Systems Operation