ESP Call Center Weekend Supervisor

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Location: Haverhill, MA
Job ID: 157515-1A
Date Posted: Jan 27, 2020
Category: Clinical Professional

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Job Description

Welcome To

Lahey Health Behavioral Services is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.

We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.

About the Job

Emergency Services is a 24 hour mobile crisis team that offers emergency psychiatric assessments to determine what service could benefit the person served, as well as intervention and stabilization services.

We are seeking a Weekend Supervisor for our Triage Call Center! 

The Weekend Supervisor oversees staff that telephonically respond to clients, families, providers, and stakeholders who are requesting ESP services or information. The ideal candidate will have a Masters Degree in related field and ability to work weekend hours from 8:00 a.m. to 8:00 p.m. 

The Weekend Supervisor's responsibilites are:

  • Provide oversight during scheduled weekend hours for call center team staff in managing referrals/case assignments. Support call center team in key decision-making situations for optimal service delivery, model best practice, and positive impact on triage workflow for ESP division teams.
  • Works with the Call Center Director to evaluate program outcomes and to ensure culturally appropriate continuum of services for clients.
  • Monitors the effectiveness of the call center, making adjustments as needed. Monitors quality initiatives (Response Time, ED Diversion), including staff recruiting and training, monitoring/reporting of significant clinical events.
  • Works with other health providers and Emergency Services components to ensure seamless delivery of services for high need clients.
  • Collaborates regularly and provides timely and efficient communication with Call Center Director and ESP team leadership on call center issues, challenges, and needs with the goal of supporting effective triaging of services and optimal flow of information.
  • Oversees 4 program staff on weekend shift. Provides necessary ongoing training and technical support to ensure work is being completed in a safe, professional and productive manner.


  •  Master’s degree in human services field. Two years of ESP, triage, or call center experience strongly preferred.
  • Licensed at the Independent level preferred: LICSW or LMHC


Scheduled Hours

24 hours per week,  Saturday and Sunday, 8:00 a.m. - 8:00 p.m.

About Us

The Lahey Model of Care—right care, right time, right place—is exactly what patients, providers and payers need and deserve. Identifying and delivering on this convergence of interests has positioned Lahey Health for further growth. Our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Lahey Health is a robust, regional system including a teaching hospital, community hospitals, primary care providers, specialists, behavioral and home health services, skilled nursing and rehabilitation facilities, and senior care resources throughout northeastern Massachusetts and southern New Hampshire. The system has a global presence with programs in Canada, Jordan and Bermuda.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.