988 Virginia Crisis Call Center Regional Supervisor

For more than 60 years PRS, now HopeLink Behavioral Health (formerly PRS), has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

Shifts:

10a-6:30p Saturday, Sunday, Monday, Tuesday, Friday

3p-11:30p Saturday, Sunday, Monday, Thursday, Friday

Salary: $45,860

Full benefits including medical, dental, and more!

Job Description

POSITION: Shift Supervisor, Virginia Programs (Full-Time)

REPORTS TO: Lead Supervisor, Crisis Services

SUMMARY STATEMENT OF POSITION:

The Virginia Programs Shift Supervisor is responsible for supervision and operations of Virginia-based hotlines during their designated shift. On these lines, frontline staff primarily handle contacts from within the state of Virginia, specifically, from Regions 1, 2, 4 or 5, and support the state of Virginia through the 988 Suicide and Crisis Lifeline. Additionally, HopeLink Crisis Services, also known as the Regional Call Center, supports connection to Mobile Crisis Response, Care Navigation, 911 Diversion, and our locally based textline. This position requires the ability to serve as an expert on mobile crisis and local 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 Virginia Crisis Connect 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, degre