Supervisor, Office of Crisis Services

Crisis Services Supervisor

The Office of Crisis Services is responsible for a portfolio of contracted services and special projects that involve close coordination with other City and State agencies, including Mobile Crisis and Crisis Respite. Without someone in this position, there will be a lack of oversight, posing a risk to individuals in crisis, potentially leading to subpar services under the auspices of the NYC Department of Health and Mental Hygiene. The supervisor of Crisis Services and NYC 988 will directly supervise Quality Analysts Program Specialists. In this role, the supervisor will conduct rigorous evaluations of incoming contacts, including calls, texts, and chats, from individuals experiencing mental health crises or seeking mental health support. Drawing upon their expertise in call center operations, as well as their analytical and clinical skills, the manager will meticulously review these contacts to ensure compliance with program policies, as well as local, state, and federal regulations. Additionally, the supervisor will analyze each interaction to establish effective communication and support protocols.

Job Duties and Responsibilities

• Measure and oversee the application of quality assurance standards for NYC 988 Crisis call center and other assigned programs.
• Assign, supervise and monitor the daily activities of NYC 988 activities on site at the call center.
• Be responsible for instituting a continuous audit process by utilizing a standardized tool to assess a statistically representative sample of inbound and outbound contacts (including calls, texts, and chats). Your duties also include compiling audit findings, devising corrective action plans, and overseeing their implementation for NYC 988 and other relevant programs under the purview of the Crisis Services office.
• Review site visits reports and identify key performance issues for programs in the Office of Crisis Services.
• Work closely with the DOHMH Program Consultant, the NYC 988 quality assurance team, and the Director of Crisis Services to conduct thorough reviews and report any identified service quality issues. Offer technical assistance and implement corrective actions as necessary to enhance service delivery and ensure optimal quality standards are maintained.
• Possess strong clinical expertise to effectively assess and discern whether referred services align with the unique needs of each individual.
• Demonstrate proficiency and in-depth understanding of call center operations, analytics, and specifically the nuances of 988 services.

Preferred Skills

Why You Should Work For Us

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV / AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise. Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.

55a Program This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

SUPERVISOR III SOCIAL WORK - 52633 Qualifications :

1. A Master's Degree in Social Work from an accredited school of social work and three years of full-time satisfactory experience practicing social work utilizing one, or a combination of, casework, group work and community organization methodologies, at least two years of which must have been in a supervisory capacity.

2. Certification / License Requirements : A valid Certified Social Worker (CSW) certificate or Licensed Master of Social Work license (LMSW) issued by the New York State Department of Education must be obtained within one year of the date of appointment. Employees who fail to obtain their CSW or LMSW within one year after appointment will automatically have their probationary period extended for no more than six months. Failure to obtain the CSW or LMSW by the end of 18 months of service will result in dismissal.

3. Special Note : Section 424-a of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-care responsibilities has been the subject of a child abuse and maltreatment report. The agency has the discretion to assign a candidate who has been the subject of a child abuse and maltreatment report to a position with no child-care responsibilities.

Salary Min : $ 82,192.00 Salary Max : $103,221.00