MiCAL Supervisor

Gryphon Place seeks a MiCAL Supervisor to lead our crisis line team supporting the Michigan Crisis and Access Line (MiCAL). This role oversees daily operations in a 24/7 crisis and 2-1-1 contact center, ensuring compassionate, trauma-informed support for callers experiencing emotional distress, suicide risk, or needing community resources. The supervisor provides real-time guidance to specialists, manages schedules and staffing, monitors quality and documentation, and coaches staff for continuous improvement. This position collaborates across programs and with community partners to strengthen access to mental health and social services while modeling empathy, inclusion, and resilience.

Responsibilities

• Supervise daily operations of the Mi
• CAL crisis line within a 24/7 contact center environment.
• Provide real-time support, guidance, and de-escalation assistance to crisis specialists.
• Monitor call quality, documentation, and adherence to protocols and safety procedures.
• Lead scheduling, staffing, and workload management to ensure appropriate coverage.
• Coach, mentor, and evaluate staff performance, providing regular feedback and development plans.
• Coordinate and deliver training on crisis intervention, suicide prevention, and resource referral.
• Ensure trauma-informed, culturally responsive, and client-centered service delivery.
• Analyze service data and prepare reports to support quality improvement and funder requirements.
• Collaborate with internal teams and community partners to strengthen referral networks.
• Support on-call or after-hours supervisory coverage as needed.

Required Skills

• Crisis intervention
• Suicide risk assessment
• Call center supervision
• Shift scheduling
• Performance coaching
• Quality assurance monitoring
• De-escalation techniques
• Electronic call documentation
• Data reporting and metrics
• Training facilitation