Crisis Center Supervisor - Front Desk

Job Description

Job Description

Job Summary

The Crisis Services Supervisor-Front Desk works directly under the Director of Crisis Services and serves as the direct supervisor for Crisis Service Specialists at the Resource and Crisis Center in Pontiac, MI. The position is responsible for overseeing day-to-day operation of the front desk services at RCC. The role ensures operations of the front desk and environment in the lobby areas of the RCC are clinically focused and inviting for the individual’s seeking assistance. This is an on-site position, scheduled for three 12-hour shifts per week, including rotating weekends and holidays.

Essential Functions

• Train front desk staff in trauma-informed practices, crisis response protocols, and HIPAA compliance; provide ongoing coaching and support
• Conduct regular one-on-one supervision and team meetings (at least monthly) to promote staff development, address concerns, and reinforce best practices
• Develop, implement, and update procedures that support efficient and clinically sound front desk operations
• Monitor and analyze cycle time from arrival to transfer to crisis service providers, identifying and resolving delays or service gaps
• Create and maintain staff schedules to ensure consistent coverage across all shifts, including weekends and holidays; proactively identify and coordinate coverage for staffing gaps due to call-offs, vacancies, or increased service demand
• Mitigate barriers to timely service transfers by collaborating with internal teams and external partners
• Build and maintain professional relationships with crisis provider leadership to support seamless coordination and service delivery
• Demonstrate and model effective crisis intervention and de-escalation techniques; provide real-time support to staff during high-acuity situations
• Oversee inventory management, including ordering and restocking supplies and resources designated for people served
• Ensure the front desk and lobby areas remain clean, organized, and welcoming
• Communicate security concerns—including contraband, threats, or behavioral risks—to all relevant RCC entities in a timely and coordinated manner
• Take a proactive role in guiding and managing all safety efforts- overhead pages, facilitating evacuation of the lobby, etc.
• Participate in agency meetings, supervision, and required training to stay current with policies, procedures, and best practices
• Perform other duties as assigned to support the mission and operations of the Resource and Crisis Center

Job Requirements and Qualifications

Education :

Bachelor’s degree in a human service-related field (social work, psychology, counseling, family

services, sociology, criminal justice) OR Associates Degree + a minimum of 3 years of experience in human services / behavioral health role.

Training Requirements (licenses, programs, or certificates) :

Experience Requirements :

Preferred Experience :

Job Specific Competencies / Skills :

Knowledge Requirements :

Oakland Community Health Network’s Core Competencies :

Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. (Continuous Learning)

(Communication)

Additional Information

(Travel required, physical requirements, etc.) :

Must be available for meetings and events which may occur outside of standard office hours.

OCHN is committed to building a diverse team and fostering an inclusive and equitable culture. We are proud to be an equal opportunity employer that embraces and encourages our employees’ differences. This includes (but is not limited to) ability, age, color, family type, gender expression and identity, individual expression, medical conditions, national origin, pregnancy, race, religion, sexual orientation, veteran status, and all other diverse and wonderful characteristics.