What are the responsibilities and job description for the Crisis Shift Manager position at Volunteers Of America Western Washington?
Job Details
Description
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. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.
Compensation and Benefits (Full time)
- Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours per year
- 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
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
- Follow program policies and procedures in compliance with contracts and the law
- Consult with the Program Manager on any issues or questions about compliance, such as HIPAA
- Ensure exceptional customer service and effective, efficient program operations
- Enforcing policies and procedures while maintaining a supportive, trauma-informed, environment
- Be an active, contributing, positive support of the Behavioral Health management team
- Complete required training as assigned
- Other projects as assigned by the Program Manager, Administrative Operations Manager, and/or Deputy Director
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Qualifications
Qualifications:
- Masters degree in behavioral science, counseling, or related field
- Registered with an agency affiliated credential within 30 days of employment required; licensure in the State of Washington or the ability to become licensed strongly preferred
- Prior supervisory or management experience preferred
- Crisis intervention and call center experience preferred
- Have strong interpersonal skills, interact well with others, and effectively communicate with staff
- Demonstrate commitment to team objectives and the Code of Ethics
- Excellent verbal, written, and customer service skills
- The ability to multi-task, apply problem-solving skills, and seek out information until a solution is implemented
- Ability to adapt and be flexible to changes in protocol and program needs
Effect on End Results:
- Outstanding customer service and well-functioning crisis line team
- The exceptional quality of care to all program staff and clients
- Excellent organizational skills, open communication, and addressing issues in the call center as they arise
Equal Employment Opportunity Statement:
At VOAWW, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different experiences and backgrounds, who share a passion for improving people's lives. The diversity of our employees is our greatest strength and includes all races, gender identities, age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.
Salary : $28 - $32
