Job details

MiCAL Frontline Strong Shift Supervisor

SUMMARY:

Michigan Integrated Crisis and Access Line (MiCAL) is a statewide initiative to provide Michiganders the ability to access behavioral health services while in crisis. Frontline Strong is a (MiCAL) service that offers peer support by phone, text message, and online chat to First Responders across the state of Michigan. This position requires individuals who have a connection to the First Responder system including retired first responders, active first responders, and family members of first responders. Frontline Strong Crisis Specialists report to MiCAL Frontline Strong Shift Supervisor with additional support given by the Frontline Strong Administrator. Frontline Strong operates 24/7, 365

ESSENTIAL JOB FUNCTIONS:

Assist with training and onboarding of Frontline Strong personnel
Conducting Debriefings
Providing ongoing support to Frontline staff
Providing ongoing education
Monitoring effectiveness and efficiency of Frontline strong staff
Act as liaison with management
Able to work effectively remotely
Provide comprehensive crisis intervention
Provide accurate information and effective referrals
Triage calls to determine appropriate level of care
Assist staff with Warm transfer calls as appropriate to providers as appropriate
Maintain up to date records on all call reports
Provide concurrent documentation for each person served
Comply with attendance and punctuality policies, as well as all other Common Ground policies and procedures including being logged into all necessary platforms at least 5 minutes before shift
Provide additional coverage, as needed
Perform other job-related duties as assigned
Review and edit call reports for statistical purposes
Participate in team meetings
Work with diverse populations and accept differences in perspective and values
Answer calls from Frontline Strong Line as back-up.
Engage in QI activities including encounter reviews and contact monitoring.
Adhere to established Quality Improvement indicators.
All documentation must be complete, accurate and signed at the end of each shift.
Focus on strengths and needs of the person/families served.
High stress tolerance: ability to appropriately respond during high-pressure situations.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Determining appropriate level of risk
Understand First Responders needs
Recovery orientation and trauma-informed care in behavioral healthcare
De-escalation techniques, motivational interviewing, and collaborative problem-solving skills
Crisis intervention and suicide practices and techniques
Online chat, text-messaging, social media, and internet-based technologies (expert level preferred)
Typing, entering data, filing efficiently and operating office equipment
Strong critical thinking and decision-making skills
Proficiency in relevant software and applications (i.e. Microsoft Word, Teams, Excel, PowerPoint, and Outlook)
Understanding and following both verbal and written instructions
Communicating effectively, both verbally and in writing
Working mostly independently but also as part of a team
Relating to a diverse population which includes a variety of age, economic and educational backgrounds
Superior customer service skills with individuals being served and with the community
Working in a multi-disciplinary environment and managing evolving needs
Applying the dynamics of the crisis intervention model and engage in problem solving process
Understanding of platforms used by Frontline Strong and resources
Troubleshooting and resolving technical issues

REQUIRED EDUCATION AND EXPERIENCE:

5+ years First Responder experience (law enforcement officers, safety officer, corrections, paramedic, EMT, firefighter), preferred
Experience in responding to the early stages of event for the protection and preservation of life, property, evidence, and the environment.
Experience with providing immediate support during prevention, response, and recovery operations.
High School Diploma or GED
Minimum 1 year of experience in the mental health or substance use field and/or crisis work (i.e. working in mental health, as a paramedic, as a medical assistant, mental health, substance use, etc.), preferred
Successful completion of 96 hours of Crisis Intervention Training and First Responder Cultural Competency specific training, upon hire
Satisfactory completion of Applied Suicide Intervention Skills Training (ASIST), upon hire.
Previous experience working on a crisis line or the Frontline Strong line, strongly preferred.

ESSENTIAL REQUIREMENTS:

Environmental Working Requirements:

The MiCAL Crisis Specialists Frontline Strong are required to have a private, at-home office environment free from distractions and conducive to handling sensitive calls/texts/chats. The job requires exposure to computer screen(s). Assignments may require work to be done on an individual basis or in virtual teams with members at various staffing levels. Common Ground will provide essential equipment such as laptops. A minimum internet speed of 45 Mbps (Megabits per second) download and 3 Mbps upload is required. Common Ground will not cover the cost of home internet.

The agency may in its sole discretion fill this position on a full-time, part-time, or contingent basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Employees in this title are subject to a background check.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.