MCL Team Lead
Apply Here Job Description :
Team Lead – Maine Crisis Line
Remote position (in Maine)
Are you looking for a purposeful career helping others? Come join our team at the Maine Crisis Line. The Maine Crisis Line is the statewide crisis call center for Maine. As a Team Lead you will be both learning to take calls and to support your fellow call takers, while collaborating with clinical supervisors. We are looking for someone with excellent customer service skills, the ability to connect empathically with others, and the capacity to lead a team.
The Maine Crisis Line is part of our continuum of crisis intervention and stabilization services and provides 24- hour telephone & text/chat response for adults, families and children during a mental health crisis.
The Team Lead position involves client and administrative support for the Maine Crisis Line. The Team Lead position is a combination of Call Specialist and Team Lead requirements with responsibility to include continuing to answer calls in high call volume periods of time in addition to providing oversight on the floor. In this role, you will work in a lead position on a crisis helpline with a team of dedicated staff, helping callers who are experiencing a mental health crisis. This is an opportunity to exercise and build leadership skills, managing both staff and program administration! You can choose to work remotely in this position!
Schedule: This is full-time, 40 hours per week.
Location: Remote. Office is based in South Portland, ME
This is a work from home position, however some in person work may be requested. The Agency will provide a laptop and soft phone or cell phone (to be determined by program VP). Other technology needs will be assessed upon hire to include a monitor, keyboard and mouse. Home office must meet ergonomic requirements. Strong internet and good cell phone coverage are required. This is a remote position but may require working at the office in cases of emergency.
- Remote work must be in Maine.
- Must have ability to attend in-person orientation in South Portland
- Associate degree required, Bachelor’s degree preferred, along with one year or more of crisis related experience preferred.
- Ability to earn the MHRT-CSP certification within 30 days of employment required – training provided onsite.
- Must have solid oral communication skills, with the ability to communicate clearly, succinctly, and in a customer friendly manner, along with the competence to communicate with multiple parties during a crisis call. The ability to learn and understand written crisis call documentation skills. The ability to manage complex tasks effectively.
- Previous experience working in a call center, customer service environment a plus.
- Must demonstrate the ability and willingness to learn and understand the use of documentation software and resource applications proficiently enough to perform documentation while simultaneously engaging with clients on the phone. The ability to use telephone, e-mail, instant messaging and chat technology.
- Willingness to work collaboratively and ability to engage effectively across a diversity of cultures and approaches to systems change. Cultural awareness of the diverse populations in Maine is important. • Ability to exercise good judgment and to respond effectively in adverse situations. • Ability to deal with confidential matters and maintain confidential files, to interact appropriately and with discretion.
- Ability to exercise good judgment and to respond effectively in adverse situations.
- Ability to deal with confidential matters and maintain confidential files, to interact appropriately and with discretion.
- Familiarity with the Maine behavioral health and crisis systems a plus.
- Demonstrated ability to work effectively with complex information to address challenging situations
- Ability to become familiar with DSM-V information.
- Ability to work independently as well as part of a team while following general policy guidelines.
- Flexible schedule is required.
- Must demonstrate the ability and willingness to learn and understand the use of documentation software and resource applications proficiently enough to perform documentation while simultaneously engaging with clients on the phone. The ability to use telephone, instant messaging and chat technology.
- Must be able to successfully pass a criminal background, child protective service check & sex offender check.
- Must not be on the state or federal suspension and disbarment list.
- Normal office conditions such as sitting, with occasional standing, walking, reaching, stooping, bending, kneeling, crouching, typing and lifting up to 10 pounds.
- Driving may be necessary to attend meetings and trainings but is not a primarily and essential job responsibility.
- Generous paid time off accrual
- 9 paid holidays per calendar year and up to 3 floating holidays per calendar year
- Excellent medical benefits at very reasonable cost
- Dental and Vision insurance options
- Agency paid basic life insurance and STD & LTD disability insurances
- 403(b) retirement with a generous agency match (all employees are eligible)
- Tuition Reimbursement – offered once per year through an application process
- The Opportunity Alliance (TOA) is a qualified employer under the Public Service Loan Forgiveness (PSLF) program.
- Mental Health & Wellness
- Community Building
- Family & Early Childhood Education
- Economic Resources
