Benefits:
401(k)
Competitive salary
Paid time off
Training & development
Type of Position: Full-Time –on-site
Department: Behavioral Health Services – Call Center Location: White Plains, Maryland
Why Join T12 Technologies?
T12 Technologies LLC is a professional development company prioritizing employee growth by providing continuous education, training, and career advancement opportunities. We cultivate a supportive environment that fosters a collaborative work culture, allowing employees to contribute ideas and engage in impactful projects. By joining our team, you’ll be part of an initiative dedicated to delivering high-quality services and support, making a meaningful difference in public health efforts.
Overview
The Call Center Coaching Staff will play a critical role in supporting and enhancing the clinical effectiveness of the behavioral health call center team. This position involves direct coaching, mentoring, and consultation to ensure the highest standards of mental health service delivery to clients, with an emphasis on the needs of military service members and veterans. The ideal candidate will be an experienced, licensed mental health professional in Maryland with a strong background in patient care, crisis intervention, and care management, as well as the ability to guide others in applying these skills in a fast-paced call center environment.
Key Responsibilities
Staff Coaching & Development: Provide individualized and group coaching to call center clinicians to strengthen their clinical competencies and ensure consistent application of best practices.
Service Quality Monitoring – Review recorded and/or live calls to assess the quality of mental health services provided, offering constructive feedback and guidance for improvement.
Case Consultation – Serve as a resource for complex or high-risk cases, assisting staff in developing appropriate interventions and follow-up plans.
Protocol Adherence – Ensure staff follow established clinical protocols, ethical guidelines, and evidence-based practices in triage, care management, motivational interviewing, and crisis counseling.
Training Support – Assist in designing and delivering ongoing training programs and materials for call center clinicians, ensuring continuous skill enhancement.
Performance Improvement – Identify performance gaps and recommend targeted interventions to improve service delivery and clinical outcomes.
Military & Veteran Support Expertise: Guide culturally competent care for military service members, veterans, and their families, incorporating knowledge of DoD mental health protocols.
Compliance & Documentation: Maintain accurate coaching records, document staff progress, and ensure compliance with all applicable legal, ethical, and regulatory requirements.
Required Qualifications
Master’s degree in a mental health-related field (Social Work, Psychology, Marriage and Family Therapy, Behavioral Health Counseling).
Active, unrestricted license to practice as a mental health professional (LCSW, LPC, LMFT, Psychologist) in the state of Maryland.
Minimum of three (3) years of experience delivering in-person patient care.
Demonstrated clinical experience in triage, care management, motivational interviewing, and crisis counseling.
Experience working with military service members and veterans on mental health matters.
Preferred Qualifications
Experience in a call center or telehealth behavioral health service delivery environment.
Formal training or certification in clinical supervision or coaching.
Familiarity with Department of Defense (DoD) mental health protocols and resources.
Core Competencies
Strong interpersonal and communication skills with the ability to give constructive, actionable feedback.
Ability to work collaboratively in a high-volume, fast-paced environment.
Cultural competence and the ability to work with diverse populations.
Professional integrity, discretion, and commitment to ethical mental health practice.
Problem-solving and decision-making skills under pressure.