Overview

Description: 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 JOBThe 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 RESPONSIBILITIESTeam Leadership & SupervisionDirectly 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 OversightEnsure 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 & AccountabilityOversee 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 AlignmentEnsure 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 & CoordinationPartner 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 & CommunicationLead 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 SupportParticipate 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 & StandardsEnsure staff follows all applicable policies related to confidentiality,