MiCAL Crisis Manager (Full-Time) in Kalamazoo, Michigan at Gryphon Place

Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you’re looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive.

STATEMENT OF THE JOB

• The Crisis Manager provides day-to-day leadership and operational oversight of the Michigan Crisis Access Line (MiCAL), a statewide 24/7 crisis contact center. This role ensures consistent, high-quality service delivery by supervising shift leadership, supporting frontline staff performance, and maintaining alignment with clinical standards and operational expectations.
• Working under the direction of the MiCAL Director, the Manager is responsible for ensuring staff is supported, schedules are executed effectively, and service delivery meets contractual and organizational requirements. This role plays a key part in maintaining a stable, responsive, and high-performing crisis system across all shifts and service lines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Team Leadership & Supervision

• Directly supervise Crisis Supervisors, ensuring consistent leadership coverage across a 24/7 environment.
• Provide coaching, guidance, and performance management to shift leaders to support strong frontline staff oversight.
• Reinforce expectations related to clinical practice, service delivery, and staff conduct.
• Support a positive team culture focused on collaboration, accountability, and staff wellbeing.

Daily Operations Oversight

• Ensure effective day-to-day operations of MiCAL services across all shifts, including 2-1-1, 988, and related crisis lines.
• Monitor staffing coverage and coordinate with workforce scheduling and leadership to address gaps.
• Respond to operational issues in real time, including staffing needs, service disruptions, and escalation concerns.
• Ensure smooth handoffs and communication across shifts.

Staff Performance & Accountability

• Oversee staff performance through shift leadership, ensuring expectations are clearly communicated and consistently applied.
• Address performance concerns, including attendance, productivity, and adherence to protocols.
• Support hiring, onboarding, and retention efforts in collaboration with leadership.
• Promote staff engagement and retention through consistent support and communication.

Clinical & Service Delivery Alignment

• Ensure staff adhere to established clinical protocols, escalation pathways, and crisis intervention standards.
• Partner with the MiCAL Director to reinforce consistent clinical practices across teams.
• Support shift leaders in managing complex or high-risk calls through appropriate escalation.

Collaboration & Coordination

• Partner with Training & Credentialing staff to ensure onboarding and ongoing training needs are reflected in scheduling and staffing.
• Coordinate with Quality Improvement staff to reinforce performance expectations and operational follow-through (without owning QA systems).
• Collaborate with Workforce Scheduling to ensure staffing plans align with program needs and real-time demands.

Meetings & Communication

• Lead regular meetings with Crisis Supervisors to ensure alignment, communication, and problem-solving.
• Communicate updates, expectations, and operational priorities clearly to staff and leadership.
• Escalate key issues, risks, and trends to the MiCAL Director.

24/7 Operational Support

• Participate in an on-call rotation to support a 24/7 crisis line.
• Provide leadership support in response to critical incidents or staffing emergencies.
• Ensure readiness and responsiveness across all shifts.

Compliance & Standards

• Ensure staff follows all applicable policies related to confidentiality, recipient rights, and crisis service standards.
• Support adherence to contract requirements and organizational policies.
• Assist with accreditation readiness and compliance activities as needed.

EDUCATION AND EXPERIENCE

Required:

• Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health field.
• Current clinical licensure (LMSW, LPC, LP, or equivalent) in the State of Michigan.
• Minimum of 3 years of professional experience in behavioral health or crisis services.
• Minimum of 1-3 years of supervisory or management experience.
• Certified Crisis Specialist (or ability to be certified within 1 year of hire)
• Must be a resident of the State of Michigan

Preferred:

• Experience in crisis line services, 988, or large-scale contact center operations.
• Familiarity with Michigan’s behavioral health system and crisis response network.
• Experience supervising supervisors or team leads.

KNOWLEDGE / SKILLS / ABILITIES

• Advanced clinical expertise in crisis intervention, suicide risk assessment, and de-escalation
• Strong leadership and supervisory skills in a 24/7 environment
• Ability to support high-stakes decision-making and complex case consultation
• Strong understanding of behavioral health systems, referrals, and continuum of care
• Excellent communication and partnership skills with internal and external stakeholders
• Ability to balance clinical quality with operational demands
• Proficiency in crisis documentation systems and data-informed decision-making

WORK ENVIRONMENT

• This position operates in a hybrid environment with flexibility for on-site and remote work. Regular on-site presence is encouraged to support staff accessibility. Some evening or off-shift availability may be required to support a 24/7 workforce.

Gryphon Place provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. EOE. This job description is representative. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.