Talent Acquisition Specialist and Training Supervisor - Crisis Call Center

Company: Mental Health Association
Location: Goshen
Posted on: September 1, 2024

Job Description:

Description: I. Responsibilities:-- Recruitment and Staffingo Review departmental needs with supervisors, assist with staffing level analysis to ensure optimal coverage, and obtain approvals on hire requisitions.o Develop job descriptions and screening and interview questions that reflect each position's requirements.o Support internal and external employment advertisements, job postings on employment websites, ensuring optimal recruiting and retention of a diverse workforce.o Build applicant sources by researching and contacting local community services, colleges, employment agencies, media, and internet sites.-- Candidate Screening & Interviewingo Assist with telephone screening of candidates, schedule qualified candidates for interviews in their respective departments, and check and document employee references, corresponding with applicants and providing feedback as needed. o Educate candidates on the total value proposition of the company, including the company's benefits, career development opportunities, and pay.-- Onboarding & Trainingo Complete the full cycle of the onboarding process for prospective employees, including providing the conditional job offer, verification of the applicant's information, conducting, scheduling, and tracking the status of background checks.o Maintain a tracking system for all applicants interviewed for positions but not selected.o Effectively communicate to leadership on the status of prospective employees on a weekly basis.o Organize and conduct new-employee Call Center orientation sessions.o Train new staff on the Crisis Call Center's CAD system and ensure ongoing competency and compliance.o Coordinate with candidates to schedule training sessions, ensuring they are available and prepared for training.-- Supervision & Program Support o Provide administrative and technical supervision to individuals answering calls or texts (i.e., clinical counselors, counselors, per diem staff, and volunteers/interns). Provide coaching where necessary, identify areas of improvement, and make recommendations for remediation in consultation with the Crisis Call Center Program Manager.o Responsible for on-call coverage one week per month.o Ensure compliance of staff, per diem, and volunteers/interns during your shift to ensure program standards, policies, procedures, and guidelines are followed.o Answer crisis calls when needed.o Provide real-time support to Crisis Call Center Counselors experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary.o Assist with training new staff, volunteers/interns, and provide ongoing supervision/coaching during the shift.o Work with Program Manager to develop and ensure efficient dissemination of all core training requirements, policy, and program changes, and assist with the implementation of new programs.o Ensure HIPAA laws and MHA confidentiality policies are followed.VI. Other Duties:-- Participate in MHA's committees as needed.-- The duties outlined above are intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.-- Duties are subject to change based upon the final design/model of the Orange County Crisis Call Center.Requirements: I. Job Objective: The Crisis Call Center Talent Acquisition and Training Supervisor is responsible for recruiting, screening, interviewing, onboarding, scheduling training sessions, and training new staff for the Crisis Call Center. The successful candidate will fill all open positions, create a succession plan for the center, onboard and train staff on the Computer-Aided Dispatch (CAD) system, and be available to pick up shifts as a counselor at the call center. This role also includes supporting on-call one week out of the month and promoting the agency's brand through recruitment initiatives and events. MHA is committed to DEIB (Diversity, Equity, Inclusion, and Belonging), and we expect the successful candidate to adhere to our culture while searching for candidates to fill positions. Perform duties while actively promoting an environment consistent with MHA's Cultural Equity Policy and WELCOME Orange.II. Qualifications: -- Bachelor's Degree in related field with 2 years of experience in Human Resources and / or hands on experience with full-cycle recruiting using various interview techniques and evaluation methods. OR-- Bachelor's degree in social work, mental health counseling, or related field. o 2 years of experience with the practice of assessment and crisis management/intervention.o Minimum of 3 years of supervisory experience.-- Superior supervisory skills as evidenced by being organized, self-motivated, effective time management, and ability to coordinate multiple tasks simultaneously.-- Bilingual Spanish/English preferred.-- Courteous, empathic, and professional manner.-- Excellent interpersonal skills.-- Excellent tact and diplomacy.-- Ability to work efficiently in a team setting, with collaborative partners, and in a high-paced environment.-- Working knowledge of Motivational Interviewing and Strength-Based approaches.-- Knowledge of human service resources, including but not limited to mental health, substance use, physical disabilities, physical health, and developmental disability resources in Orange County, New York.-- Effective written and oral communication skills.-- Ability to maintain a professional demeanor when handling crisis and ventilation contacts.-- Ability to exercise sound judgment under crisis situations and abide by regulations regarding confidentiality.-- Efficiency with information-gathering, problem-solving, and conflict resolution.-- Ability to adapt and be flexible to changes in protocol and program needs.-- Proficiency in Excel and Microsoft Word required.-- Experience with Electronic Health Record Program(s) required (preferably Footholds).-- Valid Driver's License and ability to drive with a current driving record acceptable for agency insurance coverage.Compensation details: 63000-63000 Yearly SalaryPI445595b65985-25660-34882111

Keywords: Mental Health Association, Wayne , Talent Acquisition Specialist and Training Supervisor - Crisis Call Center, Other , Goshen, New Jersey