Team Lead - Crisis Access (IL)

Position Purpose: The Crisis Access Team Leader plays a critical role in providing immediate, compassionate, and professional support to individuals experiencing emotional distress, behavioral health crises or acute psychological challenges. Serving as a first point of contact for individuals seeking help, the counselor is responsible for assessing the caller’s needs, offering screening, crisis intervention, emotional support, and guidance, and connecting them to the appropriate resources or emergency services when necessary. This position requires excellent communication skills, the ability to remain calm under pressure, and a strong understanding of mental health issues and crisis management techniques.

The Crisis Communication Team Leader must also maintain confidentiality, demonstrate empathy, and utilize active listening skills to de-escalate potentially harmful situations and ensure the safety and well-being of callers. The counselor works collaboratively with the Mobile Crisis Response team to ensure comprehensive care and transitional care as needed.

Qualifications/Basic Job Requirements:

- Bachelor's degree in Psychology, Social Work, Counseling & Guidance, Rehabilitation Counseling, Social Work, Vocational Counseling, Pastoral Counseling, Family Therapy, or related field. Master's degree preferred.

- Must qualify at a minimum as a MHP per Illinois Department of Health Rule 132

- Demonstrated experience in a contact center or remote-based counseling role preferred

- Experience in a behavioral healthcare setting preferred

- Knowledge of crisis de-escalation techniques and the ability to remain calm and composed inhigh-pressure situations

- Strong verbal communication skills, including the ability to convey information accurately overthe phone

- Sound judgement to assess situations, determine the severity of crises, and take appropriateaction,including referral to emergency services

- Working knowledge of contact center metrics, data management, and telephone systems

- Excellent written and oral communication skills

- Strong communication skills essential; adept at collaborating across departments and engaging with leadership at all levels.

- Strong computer skills required, including proficiency in operating various software applications,and navigating digital platforms effectively

- Belief in the mission and vision of Rosecrance

Essential Responsibilities:

- Work hours prescribed by leadership and any additional hours deemed necessary for the responsibilities assigned. Some flexibility may be required for accomplishment of responsibilities.

- Conduct assessments of callers in crisis to determine the severity of the situation, including potential risks to their safety

- Provide immediate and appropriate crisis intervention, using de-escalation techniques to reduce emotional distress and promote safety.

- Document client information and interactions in an Electronic Health Record

- Employ active listening techniques to create a safe and supporting environment where callers feel heard, understood, and validated.

- Conduct a seamless transition of caller to Mobile Crisis Response counselors, providing the team with geographic details, presenting issue, mental health status and other details

- Identify and connect callers to relevant community resources, mental health services, or emergency services as necessary

- Facilitate the seamless transition of care when needed, ensuring that the caller receives ongoing support, and that all relevant information is shared to maintain continuity.

- Work with callers to develop safety plans when necessary, including coping strategies, emergency contacts, and steps to mitigate immediate risks.

- Contact emergency services or healthcare providers when a caller’s safety is at risk and a higher level of intervention is required.

- Serve as a liaison with regional leadership to address call handling issues, queue management, and process development.

- Monitor Mobile Crisis Response staff availability across assigned location and dispatch counselors based on their availability and geographic proximity.

- Ensure case management and client needs from other shifts are managed and assigned as appropriate.

- Monitor all dispatch requirements and requests during their shift to ensure crisis fidelities are followed, and all documentation is completed efficiently and accurately.

- Oversees quality management, analytics, queue management, call routing, knowledge base programs for all contact center related activities.

- Monitor software and identify and report malfunctions and reporting errors.

- Assists with training Access team members on Contact Center software, the development of departmental processes, the standard operating procedure manual, and manages the knowledge base software to reflect program updates.

- Aids in performance analysis using Contact Center-related data, report writing, and dashboard management, and creates and schedules report distribution to leadership.

- Works closely with the IT department to identify and resolve caller experience issues, queue problems, and other software enhancements as well as identify possible solutions or efficiency improvements.

- Supervises assigned team members, ensuring they receive orientation, training, regular supervisory meetings, and/or feedback, scheduled evaluations, and disciplinary interventions as required.

- Understand and comply with the principles established by the Rosecrance Corporate Compliance Program and Code of Conduct.

- Perform all responsibilities in compliance with the mission, vision, values, and expectations of Rosecrance.

- Able to provide culturally competent and exceptional customer service consistently to every customer.

- Serve as a role model for other staff, clients and customers and demonstrate positive guest relations in representing Rosecrance.

- Assume other related duties as assigned by leadership.

Physical Requirements/Percentage of Work Time:

- Vision: Must be able to read policies and procedures, and other written and electronic materials: 75-100%

- Hearing: Must be able to hear well enough to communicate with coworkers: 75-100%; receive and respond to internal and external phone calls: 50-74%

- Standing/Walking/Mobility: Must have mobility between departments within the facility: 25-49%.

- Climbing/Stooping/Kneeling: 0-24%

- Lifting/Pulling/Pushing: Must exert up to 20 pounds of force occasionally and/or up to 5 pounds of force frequently to lift or move objects: 0-24%

- Fingering/Grasping/Feeling: Must be able to use fingers for using phone equipment to place and receive calls and perform computer navigation: 50-74%

- Sitting: must be able to sit for prolonged periods of time when attending meetings, supervising staff: 75-100%

Environment:

Exposure to bloodborne pathogens requiring the use of universal precautions and/or personal protective equipment.

Exposure to computers.

Disclaimer:

The above examples are intended only as illustrations of various types of work performed in this position.

The omission of specific statements or duties does not exclude them from this position if the work is similar, related or a logical assignment to the position.

Requirements are representative of the minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitude to perform each duty proficiently.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.