MiCAL Workforce Management Coordinator

About the Role

Common Ground is hiring a MiCAL Workforce Management Coordinator to support the day-to-day functioning of the Michigan Integrated Crisis and Access Line (MiCAL). This full-time role runs Monday through Friday, 8:00 am to 4:00 pm, and pays an annual salary of $53,000 to $62,000.

The position calls for someone who is analytical, highly organized, and comfortable moving quickly when priorities change. You should enjoy untangling staffing challenges, using data to guide decisions, and working with leaders to ensure the right coverage is in place at the right time. This role is suited to someone who can work independently while contributing to a fully remote, 24/7 crisis contact center.

About Common Ground

Common Ground is among the leading crisis intervention organizations in the United States and has spent more than 50 years helping people move from crisis toward stability and hope. The organization supports individuals and families facing a wide range of crises, including suicide, substance use, human trafficking, mental illness, and related challenges.

What You’ll Do

• Create and maintain staff schedules while keeping a close watch on real-time service levels and queue performance.
• Adjust staffing during the day and arrange coverage for call-offs, paid time off, and other operational needs.
• Build staffing forecasts and workload estimates to support both immediate operations and longer-term planning.
• Review workforce data and patterns to improve efficiency and inform budgets, projects, and special initiatives.
• Manage workforce schedules, calendars, and staffing systems, including coordination of training and other non-contact time.
• Prepare and share workforce reports, while helping leaders and staff understand scheduling and workforce management processes.
• Investigate issues in workforce management and scheduling tools and work with leadership and vendors to resolve them.
• Contribute to a collaborative, mission-focused environment through strong communication, confidentiality, and support on special projects.

What You Need

• You must be a permanent year-round resident of Michigan.
• You should have a bachelor’s degree, or a comparable mix of education and work experience.
• Prior experience with workforce planning in workforce management software is required.
• You need the ability to read workforce data and turn it into practical operational decisions.
• Experience with NiCE Workforce Management software is strongly preferred.
• Experience with forecasting tools and forecasting methods is also strongly preferred.
• Familiarity with call center technology and reporting is preferred.
• Advanced computer proficiency, including Microsoft Excel and spreadsheet analysis, is required.
• You must be able to work both independently and collaboratively in a virtual setting.
• You must have high-speed internet that meets minimum requirements and a private, quiet home office environment.

Why This Role Stands Out

• Join a mission-driven nonprofit focused on helping people in crisis.
• Play a direct part in improving behavioral health services across Michigan.
• Work remotely with a supportive and collaborative leadership team.
• Help shape workforce planning strategies for a statewide program that is continuing to grow.
• Access opportunities for professional development and career growth.
• Be part of a culture that values innovation, teamwork, and mental and behavioral health support.

Pay and Benefits

• Generous paid time off.
• Shift premiums.
• Employer-sponsored benefit and wellness programs, including 16% fringe pay and the Calm app.
• Competitive compensation.

Mission and Equal Opportunity Statement

Helping people in crisis 24/7 is central to Common Ground’s mission. The team provides hope, healing, and recovery through support delivered in person, by phone, text, chat, or virtually. The organization listens, assists, and advocates for people seeking emotional support so they do not feel alone.

Common Ground is an equal opportunity and affirmative action employer. All qualified applicants are considered without regard to race, religion, color, sex, gender, national origin, age, sexual orientation, disability, veteran status, or other protected characteristics.

Additional Information

Permanent year-round Michigan residency is required for this position. The role is fully remote and supports a 24/7 crisis contact center operation.