Crisis Call Center Supervisor FT - Tues-Sat - 3:00 pm - 11:00 pm

Background check required

Position Title

Shift Supervisor, FT

Location: Main Office

Reporting Relationship(s)

Position reports to the Center Functions Manager

Hours

Full Time

Once training is complete, the option of a hybrid work schedule can be discussed.

FLSA Classification

Non-exempt - Salary Range Salary Range - $25.50 - $ 26.00

General Summary

The Crisis Call Center Supervisor provides real-time direction and shift support to staff and volunteers responding to crisis, information and referral, and community support lines. Crisis Call Center Supervisor will be responsible for smooth operations during their assigned shift. This position also requires the ability to act as a Crisis Specialist in the call center as needed.

Under the supervision of the Center Functions Manager, the Shift Supervisor helps staff manage call volume, call response, active intervention, and self-care during shifts and provide feedback and ongoing communication to supervisory staff regarding shift activity.

Duties And Responsibilities

Shift management

• Manage call volume and queue length to ensure calls are being answered appropriately and in a timely manner
• Respond to overflow calls on all incoming lines with compassion in accordance with the organization's training and scope. Monitor and place outgoing and follow-up calls as scheduled.
• Coordinates rescue calls as needed for callers requiring emergency assistance
• Document and review calls in an accurate and timely manner in both web-based helpline and HMIS software
• Assist in scheduling and filling shifts, as needed
• Provide feedback and ongoing communication to supervisory staff regarding shift activity
• Troubleshoot issues that arise during shift, document any concerns, and escalate when additional support is required
• Act as Crisis Specialist when required
  
  

Staff support

• Complete shift check ins, shift check outs, and call debriefing with staff; document all notes
• Provide real-time direction to ensure staff follow protocols and apply best practices
• Provide guidance to staff around eligibility for emergency shelter placements in accordance with shelter policies and protocols
• Assist phone staff with high risk/acuity calls through live listening and guidance in chat
• Support Crisis Services Educator with staff and volunteer training and complete training documentation
• Perform additional responsibilities as they develop and are assigned
  
  

Education Requirements

B.A. in Mental Health/Human Services field, or related field of study, required; Master's preferred. Comparable training and experience will be considered in lieu of Bachelors. Must also have a demonstrated ability to effectively manage crises

Previous Experience Requirement

Crisis counseling/mental health experience; experience linking people with needed community resources; experience supervising, mentoring and training others

Knowledge and Skills Needed to Perform Effectively in this Position

Skills

A successful Shift Supervisor knows the importance of empathy, advocacy, cultural competency, and connection, is a compassionate listener with crisis management and critical thinking skills and has a desire to help those in need. Additionally:

• Strong empathy, active listening, communication, teamwork, approachability, and interpersonal skills
• Strong clinical skills, especially in crisis de-escalation and suicide safety assessment and planning
• Strong documentation skills
• Ability to adapt quickly to varied protocol/requirements of each incoming/outgoing line
• Function autonomously and demonstrate effective time management
• Demonstrate integrity and exercise good judgment and decision-making skills, particularly in a crisis situation
• Strong functional and technical skills in a web-based computer environment, including database navigation and multi-line phone system
• Effectively multi-task and use an internal messaging system during calls and throughout shift
  
  

Additional Requirements

• Successful completion of AIRS Certified Resource Specialist and AAS Certified Crisis Worker exams within 12 months of hire
• A sense of responsibility and commitment to Contact Community Services and its mission
• High energy, patience, and controlling one's emotions, as well as the ability to think analytically in a high-stress environment
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Understanding of personal wellness
  
  

Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).

This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities
  
  

This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position's scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an 'at will' employment relationship.

Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.