National Backup Hotline Shift Supervisor- 1st and 2nd Shift

Job Description

POSITION:

Shift Supervisor, National Programs Phones (Full-Time)

REPORTS TO:

Lead Supervisor, Crisis Services

SHIFTS:

1st shift- 7a - 3:30p (EST) Thursday, Friday, Saturday, Sunday, and Monday

2nd shift- 3p - 11:30p (EST) Tuesday, Wednesday, Thursday, Friday, and Saturday

Salary: $45,860

Full benefits including medical, dental, and more!

SUMMARY STATEMENT OF POSITION:

The National Programs Shift Supervisor is responsible for supervision and operations for our local and national 988 Suicide and Crisis Helpline calls during their designated shift. On these lines, frontline staff primarily handle contacts from outside of the state of Virginia. Contacts are dialing 988 or being transferred from another organization to receive support on this line.

988 is evolving all the time as a brand-new system. This position requires the ability to serve as an expert on local and national operational protocols, 988 center operations and protocols, personnel management and development, as well as provide support and supervision regarding crisis situations. 

SHIFT DUTIES:

1. Develop and facilitate a break and meal schedule to maintain optimal coverage of back up hotline services.

2. Maintain documentation of shift anomalies such as call outs, early dismissals and service interruptions.

3. Ensure all scheduled crisis workers are maintaining the appropriate status in Five9 to maximize answer rate.

4. Review call documentation in iCarol and Unified Platform for quality assurance.

5. Ensure appropriate conversations are occurring and messages are responded to in Teams channels.

6. Facilitate breakout room entrance.

7. Facilitate live verbal conversations alternatively to chatting on Teams to increase connection, empathy and accountability.

8. Collaborate with Supervisors across services to ensure follow-up contacts are assigned and completed in a timely manner.

9. Provide support to Crisis Workers on difficult calls, especially those involving emergency intervention.

SUPERVISION OF CRISIS WORKERS:

1. Attend weekly staff meetings to ensure critical updates are delivered to crisis workers.

3. Maintain biweekly or monthly supervision of all assigned direct reports.

4. Ensure crisis workers attend process groups at least once monthly.

5. Ensure appropriate documentation of identified issues with the workforce is maintained and communicated to appropriate leadership.

6. Provide guidance and coaching related to workforce/personnel issues, redirection to P&P manual, and ensure consistency of procedural enforcement is equitable across shifts.

7. Provide direction to crisis workers on policies related to call outs and utilizing Workforce Management.

8. Review a minimum of two calls per month per direct report and document using the Vibrant call review forms.

ADDITIONAL DUTIES:

1. Supervisors are required to provide a minimum of 5 hours of direct hotline service to maintain skill development in crisis counseling and have current crisis work experience to effectively supervise.

2. Completion of annual HopeLink and Vibrant compliance trainings.

WORK HOURS/SITE:

This is a virtual position and requires 40 hours per week.

NOTE: The crisis center operates 24 hours a day, seven days a week. HopeLink Crisis Services will make reasonable efforts to provide staff members with a stable, predictable individual work schedule, however, due to the nature of this work, not all schedule accommodations can be made or maintained.

QUALIFICATIONS:

1. B.A. or B.S. preferred, degrees in Social Services, Psychology, Community, Public Health or Human Services. Will consider relevant experience in lieu of education.

2. Ability to attend all training dates without conflict and successfully complete mandatory Crisis Services Training.

3. Ability to work individually