GC Crisis Shift Manager (60152)
Volunteers of America Western WashingtonAbout the role
Job Details
Job Location 41st Street - Everett, WARemote Type Fully RemotePosition Type Full TimeEducation Level Master's DegreeSalary Range $32.86 - $33.86 HourlyJob Shift AnyDescription
About VOAWW:
Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.
Benefits (Full time)
- Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
- Competitive compensation
- Holidays: 8 paid per year + 2 paid floating holidays
- Medical, Dental, and Vision
- Health Savings Account (HSA)
- Flexible Savings Account (FSA) medical & dependent care
- Free Employee Assistance program
- 403(b) Retirement Plan matching
- Professional Development opportunities
About Care Crisis Response Services (CCRS):
CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.
General Function:
This position is a non-exempt, hourly position, responsible for assisting in the overall operations of the crisis line including providing ongoing coaching to new and existing staff, case consultations, and working collaboratively with the Program Manager to ensure efficiencies, exceptional level of customer service and compliance with funder contractual obligations. Support the values and mission as related to employment. This position requires shift work as assigned.
Principal Duties and Responsibilities:
- Provide real-time feedback to program staff regarding call handling and customer service
- Provide written QA/QI reports to assigned staff
- Participate in the training of new staff and provide coaching and mentoring to existing staff
- Provide clinical consultation to staff and troubleshoot complex cases
- Troubleshoot technology/workstation issues and communicate directly with the Technology Operations Manager to resolve the problem
- Schedule/facilitate breaks to have the least amount of impact on call metrics
- Assist the Program Manager to find coverage for any absences occurring during the assigned shift
- Email any changes in staff hours worked to the Program Manager
- Provide weekly staffing report to Program Manager during Shift Manager meeting
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