Manager, Care Advocate (Remote in CA)

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Crisis Line Supervisor plays a critical leadership role in ensuring the effective operation of a 24/7 crisis intervention service. This position is responsible for overseeing the daily activities of crisis line staff and volunteers, providing clinical supervision, ensuring adherence to protocols, and maintaining a high standard of care for individuals in emotional distress or experiencing a mental health crisis.

The Supervisor supports a trauma-informed, client-centered approach, offering guidance during high-risk situations, debriefing after difficult calls, and fostering a supportive and collaborative team environment. This role also involves training new staff, monitoring performance, and contributing to the continuous improvement of crisis services. Manages activities of a specific team of Intake Counselors or Care Advocate Clinicians organized by primary shifts. Supervise routine performance and communicates pertinent information to team members.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

The hours for this role is Saturday 9pm - 7:30am and Sunday through Tuesday 6pm - 4:30am.

Primary Responsibilities:

• Manages daily operations for afterhours, including weekends
• Meets monthly and/or as needed with Intake Counselors or Access Clinicians
• Monitors and oversees telephone, text, and chat queues, monitors the flow and triage of contacts
• Maintains up-to-date policies and procedures to help the efficiency of the line
• Disperses current information for team regarding new clinical requirements, procedures, policies, etc.
• Actively participates in training and hiring of new staff
• Assist in recruitment, onboarding, and training of new crisis line personnel
• Maintain accurate documentation and reports related to call activity and staff performance
• Collaborate with leadership to enhance service delivery and implement improvements
• Conduct regular debriefings, groups and supervision sessions to support staff well-being
• Performs telephone intakes, inputs clinical information into case management system
• Provides Access Manager with feedback about team members for use in supervision and evaluation
• Serves as a liaison with other departments
• Available to staff to assist with client calls, texts, and chats requiring additional customer service or clinical expertise
• Accesses and use electronic databases for the recording of clinical information
• Participates in quality assurance initiatives and data reporting
• Adapt to changes and maintain flexibility as processes and policies are implemented to ensure compliance and quality standards are met

• Master's Degree or Doctorate within human services such as psychology, sociology or equivalent
• Active and clear California License: Licensed Marriage and Family Therapist (LMFT), Licensed Clinical Social Worker (LCSW), Registered Nurse (RN), Psychologist and/or LPC. A licensed professional cannot be on probation and/or no pending corrective actions
• 2+ years of post graduate degree providing direct clinical services: psychosocial assessments, individual therapy, substance use drug/alcohol treatment, case consultation with multidisciplinary team; case management; developing treatment plans with short/long-term goals; maintain confidential files; in-service training and discharge planning
• Experience working with diverse multi-ethnic/socioeconomic populations; myriads of psychological disorders and addictions
• Solid knowledge of suicide prevention, trauma-informed care, and crisis de-escalation techniques
• Proven to meet all requirements for Care Advocate
• Demonstrates excellent communication skills, ability to give feedback and provide leadership to a varied staff
  Proven willingness to maintain contact, monitor performance, and direct operations with a designated set of employees
• Proven excellent communication, organization, and problem-solving skills
• Proven ability to remain calm and effective under pressure
• Must be available 24/7