What are the responsibilities and job description for the Follow-up Services Program Manager position at Volunteers Of America Western Washington?
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 salaried position is responsible for overseeing the entire 988 follow-up program, ensuring compliance with legal, ethical, and best practice standards while leading a team of follow-up coordinators. This role involves supervising staff, optimizing program operations, monitoring client outcomes, and implementing quality improvement initiatives. The position also requires collaboration with stakeholders, recruitment and retention of staff, and fostering a trauma-informed and inclusive work environment.
Principal Activities:
- Oversee the 988 follow-up program, including staff supervision, operations, and client outcomes
- Provide leadership, support, and training to Follow-Up Coordinators to ensure high-quality client care
- Ensure compliance with legal, ethical, and best practice standards, including HIPAA and mandatory reporting
- Develop and maintain a comprehensive staff training program
- Conduct performance evaluations, coaching, and professional development
- Monitor program metrics, client outcomes, and resource utilization to ensure effectiveness
- Implement quality assurance initiatives, including documentation and call review feedback
- Recruit, interview, onboard, and retain staff through engagement strategies
- Foster a trauma-informed, supportive work environment
- Answer 988 calls as needed to provide crisis intervention and emotional support
- Maintain and refine policies, procedures, and business practices for efficiency and compliance
- Collaborate with internal and external stakeholders, including funders and community partners
- Ensure timely submission of data and reports to funders and accreditation agencies
- Participate in relevant meetings, committees, and conferences
- Support remote staff through an effective virtual platform
- Engage in audit and accreditation activities
- Uphold integrity, respect, accountability, and trauma-informed care
- Perform other duties as assigned
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Requirements:
- Masters degree in behavioral science, counseling, or a related field, or a Bachelors degree with equivalent experience
- Agency Affiliated Counselor Registration or equivalent within 30 days of employment, maintained throughout employment
- Five (5) years of recent, directly related experience, including two (2) years in a supervisory role
Required Skills:
- Fluency in English (oral and written)
- Professional, empathetic, and courteous demeanor
- Crisis intervention and triage experience, preferably in a crisis center
- Proficiency in Motivational Interviewing and active listening
- Strong problem-solving and information-gathering skills
- Clear, effective communication abilities
- Ability to multitask, including simultaneous talking and typing
- Proficiency in electronic medical records documentation
Home Office Technology Requirements
- High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof
- Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations
- No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery
Effect on End Results:
- Exceptional quality of care and customer service for all 988 follow-up clients.
- Effective program operations that meet or exceed key performance indicators as defined by funders, contractual, and accreditation requirements.
- High staff retention and engagement through comprehensive training, supervision, and development initiatives.
- Ongoing process improvements that enhance efficiency, compliance, and service delivery. Strong collaboration with community partners and stakeholders to improve client outcomes and expand service reach.
- Contribute to maintaining a positive environment for all staff
- Outstanding customer service experience for internal staff and external community partners
Equal Employment Opportunity Statement:
We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals race, sex, age, national origin, disability status or any other protected characteristic.
