What are the responsibilities and job description for the Caring Contacts Supervisor position at Crisis Support Services of Alameda County?
Description
The Caring Contacts Supervisor position is a 20 hours/week, non-exempt, hybrid position. The Caring Contacts Supervisor will support the Organizing and Responding to Crisis for Alameda county youth (ORCA) program’s intake activities as well as provide hospital follow up caring contacts. The schedule will be flexible to match the needs of the program participants. The Caring Contacts Supervisor will reach out to incoming inquiries and referrals to the ORCA program, provide safety assessment, triage and caring contacts for youth who are referred to the ORCA program. The Caring Contacts Supervisor will reach out to referred youth and their families within 2 business days after referral.
All caring contacts are phone or text contacts. During these calls the Caring Contacts Supervisor will assess suicide risk; assist in developing/refining a safety plan; support connection to mental health and supportive services to promote continuity of care; provide encouragement to engage in self-care activities; and provide unconditional positive regard and emotional support, among other activities. Supportive mailings will be sent periodically after the follow-up phone calls are completed or if clients are unavailable for phone calls.
Job Responsibilities
Qualifications and Required Knowledge and Abilities
Required Knowledge
Supervision, Schedule, and Benefits
Schedule and Eligibility for Remote Work
The schedule is 20 hours per week with eligibility of remote work at the desecration of the direct supervisor. You will be expected to work Monday through Friday including some evenings depending on the need. Availability for Clinical Department meetings, ORCA team meetings, scheduled supervision and additional training is required.
Rate of Pay and Benefits
Position Summary
The Caring Contacts Supervisor position is a 20 hours/week, non-exempt, hybrid position. The Caring Contacts Supervisor will support the Organizing and Responding to Crisis for Alameda county youth (ORCA) program’s intake activities as well as provide hospital follow up caring contacts. The schedule will be flexible to match the needs of the program participants. The Caring Contacts Supervisor will reach out to incoming inquiries and referrals to the ORCA program, provide safety assessment, triage and caring contacts for youth who are referred to the ORCA program. The Caring Contacts Supervisor will reach out to referred youth and their families within 2 business days after referral.
The Caring Contacts Supervisor will also provide caring contacts for community members following up after a hospital discharge. They will begin outreach to referred individuals within 24-48 hours after discharge, and will provide a series of up to six follow-up phone calls and five follow-up mailings (e.g., letters or post cards) depending on client availability and need.
All caring contacts are phone or text contacts. During these calls the Caring Contacts Supervisor will assess suicide risk; assist in developing/refining a safety plan; support connection to mental health and supportive services to promote continuity of care; provide encouragement to engage in self-care activities; and provide unconditional positive regard and emotional support, among other activities. Supportive mailings will be sent periodically after the follow-up phone calls are completed or if clients are unavailable for phone calls.
Job Responsibilities
- Make outreach calls to ORCA program Referrals and Hospital Follow Up Referrals
- Gather relevant identifying information
- Assess for safety with every contact
- Develop safety plans and engage in collaborative problem solving
- Provide resources
- Provide referrals and linkages to the referrals - This sometimes include conference calls with county mental health resources
- When appropriate, provide written communication - it may be in the form of a postcard, letter, or a hard copy of a safety plan
- Provide regularly scheduled follow-up calls until the caller has attended a clinical appointment within their care system
- Document every contact within the appropriate program forms in Apricot
- Support the ORCA Program Manager and Clinical Director in program evaluation tasks - these include data entry, data analysis and data reporting.
- Connect and visit with community stakeholders as assigned by ORCA Program Manager and Clinical Director
- Other duties as assigned by ORCA Program Manager and Clinical Director
Qualifications and Required Knowledge and Abilities
Qualifications
- Flexibility, including some one or two evenings per week
- Ability to utilize supervision
- Sensitive to the cultural and ethnic diversity of Alameda County
- Requires minimum two years experience in crisis intervention
- Experience applying a diversity, equity, inclusion, and belonging lens to program activities
- Excellent interpersonal and communication skills
- Ability to manage deadlines / handle confidential information in professional manner
- Ability to work independently, develop and implement strategies, and set and carry out objectives with minimal supervision
- Strong analytical and problem-solving skills
- Values working cooperatively with others
- Knowledge of trends, best practices, regulatory changes, and new technologies
- A background check and clearance from the Federal Bureau of Investigation (FBI) and Department of Justice (DOJ) background prior to employment is required.
Required Knowledge
- Knowledge of suicide prevention safety planning
- Knowledge of Alameda County BHCS resources including crisis resources, patients’ rights advocates and FERC/NAMI
- Knowledge of all the Bay Area inpatient psychiatric facilities
- Basic knowledge of accessing services through private health insurance
Required Abilities
- Establish rapport, build therapeutic alliance with callers, and act responsibly towards caller feedback
- Recognize suicide risks and provide suicide assessments for all calls
- Recognize that client-centered solutions and connectedness are key to providing this intervention
- Ability to stay calm, think quickly, and make sound decisions in crisis situations
- Communicate effectively and compassionately with volunteers, staff, and callers
- Work collaboratively with program staff and accept constructive feedback
- Work independently using creativity and resourcefulness
- Willingness to continuously improve skills through supervision, research, and individual development
- Recognize the value that diversity and culture bring to an organization
- Complete detailed contact notes by end of shift
- Ability to establish a follow up plan
- Ability to link callers to county resources
- Adherence to CSS Values, the principles of cultural humility and trauma informed care
Preferred Qualifications
- Bilingual Spanish/English
- One year of mental health experience preferred
- One year of crisis line phone counseling experience preferred
- Completion of crisis line training
- Basic knowledge of MS Office tools including Word, Excel, and Powerpoint
- Graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field is preferred. This may be substituted for comparable work experience.
Supervision, Schedule, and Benefits
Supervision/Direction Received
The Caring Contacts Supervisor reports to the ORCA Program Manager, in the clinical department. The position will utilize consultation as needed. The Caring Contacts Supervisor will receive one hour of supervision per week and additional training as necessary. Contact notes will be reviewed for ongoing concerns.
Schedule and Eligibility for Remote Work
The schedule is 20 hours per week with eligibility of remote work at the desecration of the direct supervisor. You will be expected to work Monday through Friday including some evenings depending on the need. Availability for Clinical Department meetings, ORCA team meetings, scheduled supervision and additional training is required.
Rate of Pay and Benefits
- The pay for this position is $27.00/hour for weekday shifts 8am-3:59pm.
- Evening and weekend bonuses are $1.50/hour for shifts 4pm-11:59pm.
- Overnight bonuses are $5.00/hour for shifts 12am-8am.
- Employees who work more than 20hrs/week are eligible for medical, dental, and retirement plans.
Salary : $5 - $27
