Talent Acquisition Specialist and Training Supervisor - Crisis Call Center

Mental Health Association - Goshen, IN

Full-time - Mid Level

Goshen, IN

Ambulatory Health Care Services

About the position

The Crisis Call Center Talent Acquisition and Training Supervisor plays a crucial role in the recruitment, onboarding, and training of staff for the Crisis Call Center. This position is responsible for ensuring that the center is adequately staffed with qualified personnel who are well-prepared to handle crisis situations. The supervisor will work closely with departmental supervisors to assess staffing needs, develop job descriptions, and create effective screening and interview questions that align with the requirements of each position. The role also involves supporting both internal and external employment advertisements and job postings to attract a diverse workforce. In addition to recruitment, the supervisor will assist in the candidate screening process, which includes conducting telephone screenings, scheduling interviews, and checking references. They will also educate candidates about the company's total value proposition, including benefits and career development opportunities. The onboarding process is another critical aspect of this role, where the supervisor will manage the full cycle of onboarding for new employees, including conducting background checks and organizing orientation sessions. Training new staff on the Crisis Call Center's Computer-Aided Dispatch (CAD) system is essential to ensure ongoing competency and compliance. The supervisor will provide administrative and technical supervision to staff, including clinical counselors and volunteers, ensuring compliance with program standards and guidelines. They will also be responsible for on-call coverage one week per month and will need to provide real-time support to counselors during crisis calls. The role requires effective communication with leadership regarding the status of prospective employees and ongoing training and supervision of staff. The supervisor will also participate in various committees and contribute to the overall mission of the organization, promoting an environment consistent with MHA's Cultural Equity Policy and commitment to Diversity, Equity, Inclusion, and Belonging (DEIB).

Responsibilities

• Review departmental needs with supervisors and assist with staffing level analysis to ensure optimal coverage.
• Develop job descriptions and screening and interview questions that reflect each position's requirements.
• Support internal and external employment advertisements and job postings on employment websites to ensure optimal recruiting and retention of a diverse workforce.
• Build applicant sources by researching and contacting local community services, colleges, employment agencies, media, and internet sites.
• Assist with telephone screening of candidates, schedule qualified candidates for interviews, and check and document employee references.
• Educate candidates on the total value proposition of the company, including benefits, career development opportunities, and pay.
• Complete the full cycle of the onboarding process for prospective employees, including providing conditional job offers and conducting background checks.
• Maintain a tracking system for all applicants interviewed for positions but not selected.
• Effectively communicate to leadership on the status of prospective employees on a weekly basis.
• Organize and conduct new-employee Call Center orientation sessions.
• Train new staff on the Crisis Call Center's CAD system and ensure ongoing competency and compliance.
• Coordinate with candidates to schedule training sessions, ensuring they are available and prepared for training.
• Provide administrative and technical supervision to individuals answering calls or texts, including coaching and identifying areas for improvement.
• Ensure compliance of staff, per diem, and volunteers during shifts to follow program standards, policies, procedures, and guidelines.
• Answer crisis calls when needed and provide real-time support to counselors experiencing difficulties on calls.
• Assist with training new staff, volunteers, and interns, providing ongoing supervision and coaching during shifts.
• Work with the Program Manager to develop and ensure efficient dissemination of all core training requirements and policy changes.

Requirements

• Bachelor's Degree in a 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 a related field with 2 years of experience in assessment and crisis management/intervention.
• Minimum of 3 years of supervisory experience.
• Superior supervisory skills, organized, self-motivated, and effective time management abilities.
• Bilingual Spanish/English preferred.
• Courteous, empathic, and professional manner with excellent interpersonal skills.
• Ability to work efficiently in a team setting and in a high-paced environment.
• Working knowledge of Motivational Interviewing and Strength-Based approaches.
• Knowledge of human service resources in Orange County, New York, including mental health and substance use resources.
• Effective written and oral communication skills.
• Ability to maintain a professional demeanor when handling crisis situations and abide by confidentiality regulations.
• 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.

Nice-to-haves

• Experience in a crisis management setting.
• Familiarity with community resources in Orange County, New York.
• Knowledge of HIPAA laws and MHA confidentiality policies.

Benefits

• Competitive salary of $63,000 annually.
• Opportunities for professional development and training.
• Supportive work environment promoting diversity and inclusion.