Crisis Call Center Manager

Under the general supervision of the Crisis Call Center Administrator, the Crisis Call Center Manager is responsible for overseeing DWIHN Crisis Call Center staff, establishing Crisis Call Center quality systems, aligning Crisis Call Center metrics with daily operations, monitoring calls, and ensuring compliance.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Assesses the quality and performance of Crisis Call Center employees who answer calls and provide service to persons served.

* Monitors, evaluates, and scores inbound calls against established quality assurance instruments and standards.

* Oversee the development and implementation of call quality programs.

* Ensures that Crisis Call Center staff adhere to predetermined quality assurance standards and the DWIHN standard operating procedures.

* Monitor calls to provide feedback regarding telephone etiquette.

* Provides performance expectations, action plans, and development plans to improve call quality.

* Designs call monitoring formats and quality standards.

* Uses quality monitoring data management systems to compile and track Crisis Call Center performance.

* Develops, creates, and implements Crisis Call Center manuals, scripts, processes, and procedures.

* Utilize the MHWIN dispatch system to deploy the mobile crisis team

* Respond to crisis calls and referrals for mobile crisis deployment

* Complete triage to provide initial assessment of the individual's needs and assess for suicide

* Ability to multitask and manage high call volume and document each encounter concurrently while in-call

* Participates in agency and system staff meetings

* Manage Crisis Call Center operations in the absence of the Crisis Call Center Administrator and/or Director.

* DWIHN Crisis Call Center operates 24/7, 365 days per year. The Crisis Call Center manager shall provide on-call duties as needed, which include carrying a Detroit Wayne Integrated Health Network-issued cell phone and responding to calls; they also assist with the monthly Crisis Call Center scheduling, including call-offs, to ensure coverage on all shifts.

* Provides feedback to Crisis Call Center team members and leadership.

* Develops evaluation programs, tracks key industry trends, and monitors caller interactions.

* Participates in collaboration sessions to maintain consistency in internal evaluations.

* Provides accurate and timely reports on a daily, monthly, month-to-date, and year-to-date rolling basis on call quality, productivity, availability, and other key metrics.

* Ensure compliance with internal standards, regulatory standards, guidelines, and procedures.

* Assists in maintaining service levels by providing phone coverage as needed.

* Analyzes performance from quality assurance data and communicates trends to leadership.

* Provides clearly written feedback to leadership for group and individual coaching regarding compliance audits and performance coaching.

* Creates quality score cards to track performance levels.

* Assist in the continual enhancement of Quality standards and the QA Framework.

* Creates training curriculum and performance measurement tools.

* Correlates QA scores with customer feedback/surveys.

* Completes root cause analysis and identifies gaps in performance and knowledge.

* Performs root-cause analysis of issues related to missed KPI trends, performance quality, or other common escalated clinical issues and identifies opportunities for improvement and resolution of the root-cause issues.

* Drives process improvements internally and externally for persons served.

* Provides information for audit trails.

* Collects and synthesizes data from recorded calls, call logs, and screening forms

* Conducts training for new and current staff on protocol related to quality data collection, Key Performance Indicators (KPI's), targets, and departmental resources.

* Determines the need for re-training or Performance Improvement Plans (PIP) for Crisis Call Center employees.

* Builds team individual expertise through training, direct feedback, and real-time coaching while providing clinical and procedural collaboration.

* Acts as the quality liaison between the Crisis Call Center and DWIHN's Quality Management Department.

* Ensures compliance with the performance standards required for internal and external auditing purposes.

* Supervises and monitors the accreditation process for the Crisis Call Center.

* Ensures compliance with MDHHS and other related accreditations and standards.

* Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES (KSA'S)

* Knowledge of DWIHN policies, procedures, and practices.

* Knowledge of the DWIHN provider network and community resources.

* Knowledge of the Michigan Mental Health Code.

* Knowledge of MDHHS policies, rules, regulations, and procedures.

* Knowledge of Federal policies, rules, regulations, and procedures as they relate to DWIHN.

* Knowledge of MHWIN.

* Knowledge of compliance standards.

* Knowledge of regulatory and industry best practice standards.

* Knowledge of Community Mental Health Services Programs (CMHSP) and Prepaid Inpatient Health Plans (PIHP).

* Knowledge of NCQA requirements and the accreditation process.

* Knowledge of the principles and methodology of total quality management (TQM)/ continuous quality improvement (CQI), specifically the PDSA/PDCA Cycle, quality tools and techniques, and models for improvement.

* Knowledge of data collection and analysis.

* Knowledge of reporting & data visualization tools such as Business Objects, Power BI, and Tableau.

* Knowledge of Customer Service practices and principles.

* Knowledge of Quality Performance Monitoring.

* Knowledge of Quality Assurance principles and practices.

* Knowledge of Crisis Call Center Operations.

* Knowledge of Crisis Call Center metrics and statistical analysis.

* Knowledge of writing Crisis Call Center scripts and monitoring adherence to those scripts.

* Supervisory skills.

* Management skills.

* Training skills.

* People management skills.

* Project management skills.

* Coaching skills.

* Feedback skills.

* Assessment skills.

* Evaluation skills.

* Organizational skills.

* Interpersonal skills.

* Customer Service skills.

* Communication skills.

* Teaching skills.

* Training skills.

* Computer skills (Word, Excel, Access, PowerPoint, Outlook, Teams).

* Teamwork Skills.

* Ability to communicate orally.

* Ability to communicate in writing.

* Ability to work effectively with others.

* Ability to work with an ethnically, linguistically, culturally, economically, and socially diverse population.

* Judgement/Reasoning ability.

Required Education:

A Bachelor's Degree from a recognized college or university in Human Service, Social Service, Public Health, Public Administration, Healthcare Administration, Health Management, Business

Administration, Conflict Resolution, Criminal Justice, Psychology, Counseling, Social Work, or a related field.

Required Experience:

Three (3) years of full-time paid professional experience working in a human service, social service, mental health, or behavioral health setting.

AND

Two (2) years of full-time paid professional experience performing quality assurance in a human service, social service, mental health, or behavioral health setting.

AND

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

Required License(s):

* A valid State of Michigan Driver's License with a safe and acceptable driving record.

WORKING CONDITIONS:

Work is usually performed in an office setting, but requires the employee to drive to different sites throughout Wayne County and the State of Michigan. This position can work remotely with supervisory approval.

This description is not intended to be a complete statement of job content, but rather to act as the essential functions performed. Management retains the discretion to add or change the position at any time.

Please Note: DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law will be approved when properly supported. Further information will be provided during the recruitment process.

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer