LPHA Supervisor - 24/7 CARES Crisis Call Center- LCPC/LCSW $33.65 Hourly Rate: 3rd Shift Full-Time Opportunity Sunday-Thursday: 10:00 PM - 7:00 AM 3rd Shift Part-Time Opportunities Sunday-Friday: 10:00 PM - 2:30 AM and 2:30 AM - 7:00 AM ABOUT AUNT MARTHA'S HEALTH & WELLNESS Aunt Martha’s Health & Wellness is committed to supporting the well-being of our communities by promoting equity in access to care and delivering exceptional healthcare through a culture of innovation. We take a responsible, people-centered approach to creating environments that allow us to do what we do best—provide healthcare and wellness services. This position reports to Chrysalis Consulting Group, a for-profit company owned by Aunt Martha’s Health & Wellness. POSITION SUMMARY CARES is a 24-hour, 7-days-a-week Medicaid-funded mental health crisis line serving children, adolescents, and adults throughout Illinois. The Crisis Call Center provides therapeutic support and resources to individuals experiencing suicidal ideation, self-harm behaviors, aggression, and/or psychotic episodes. The Licensed Practitioner of the Healing Arts (LPHA) is primarily responsible for shift oversight within a 24-hour mental health crisis call center and provides therapeutic support to callers and operational support to staff as needed. ESSENTIAL DUTIES AND RESPONSIBILITIES The Agency reserves the right to modify duties as needed. Administration • Conduct routine performance evaluations using service delivery indicators such as call abandonment and call holding times • Prepare monthly reports reflecting assigned shift performance • Assist CARES Line Agents with incoming crisis calls • Support managed care providers, mobile crisis responders, schools, hospitals, and other service partners requiring targeted training resources Supervision • Oversee daily call center operations, including Line Agent productivity and quality of service • Ensure adherence to attendance, policies, and procedures • Complete regularly scheduled performance reviews and provide ongoing training • Provide real-time support to CARES Line Agents, including guidance, feedback, and call takeovers when necessary Communication • Maintain strong communication with leadership, including, Training Administrator and Quality Administrator • Serve as a liaison between CARES leadership and internal and external stakeholders • Coordinate written and verbal communication with Crisis Line Agents regarding policies, procedures, and support needs Training • Develop training materials and conduct training sessions for CARES Line Agents in partnership with the Training Administrator Reporting and Quality Improvement • Analyze data routinely to identify areas for performance improvement • Participate in ongoing quality improvement initiatives Compliance and Professional Standards • Adhere to HIPAA laws and regulations • Maintain a remote workspace that meets HIPAA standards • Demonstrate cultural competence and ability to work effectively with diverse communities Other Functions • Additional duties may be assigned at the Agency’s discretion QUALIFICATIONS Education and Experience • Education commensurate with Illinois licensure requirements for designation as a Licensed Practitioner of the Healing Arts • Experience providing mental health services to children and youth Licensure • Current, valid, unrestricted Illinois license as a Licensed Practitioner of the Healing Arts • Qualified licenses include LCSW or LCPC, in accordance with 59 IL Administrative Code 132.25 COMPENSATION AND BENEFITS • Hourly rate: $33.65 • Health, dental, and vision insurance • Disability and life insurance • Paid vacation, sick days, and holidays • Retirement plan • Employee Assistance Program • Tools and programs to help you maximize your benefits