Crisis Lines Volunteer Workforce Supervisor

Job Description

Job Description

Position Title : Crisis Lines Volunteer Workforce Supervisor

Status : Full-Time / Non-Exempt (40 hours, with the possibility of occasionally staying late to wrap up calls)

Reports To : Volunteer Workforce Program Manager

Salary : $28.44 / hr.

Location : Portland, OR (requires working in-office)

Schedule : Monday - Friday 8 am - 4 : 30 pm

About the Organization : Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24 / 7 / 365 to intervene with personalized help.

Crisis Lines Volunteer Workforce Supervisor Position Summary : This position supervises Lines for Life’s volunteer & internship workforce to ensure that all crisis lines calls are answered with care and compassion, and within the scope of the program.

Crisis Lines Volunteer Workforce Supervisor Work Schedule : Lines for Life is looking to hire 1 full-time employee for this role. This position requires actively supervising the volunteer & internship crisis line call takers with the possibility of needing to stay a little later some days to help volunteers wrap up calls. The Volunteer Workforce Supervisor also performs additional supervisory job duties such as meeting with volunteers or interns for coaching & debriefing sessions, attending meetings, performing call monitoring, and occasionally covering shifts for other crisis lines supervisors. This position may be required to work some holidays.

Crisis Lines Volunteer Workforce Supervisor Duties :

• Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies;
• Establish rapport with Crisis Lines volunteers and interns and collaborate with the volunteer program team on providing ongoing mentoring and development for crisis lines volunteers and interns.
• Provide on-the-job training and coaching during and after live crisis contacts to ensure crisis lines volunteers, interns, and staff follow protocols and apply best practices for crisis intervention;
• Provide sound clinical judgment to crisis responders during challenging cases;
• Ensure crisis responders submit call reports in an accurate and timely manner with the relevant clinical information;
• Perform regular call monitoring of crisis responders as directed by the Quality Assurance department, in collaboration with the volunteer program training specialist;
• Submit Performance Concern Forms to the volunteer program manager for QA when volunteers and interns deviate from established policies and procedures, and collaboratively determine and enforce appropriate corrective action when necessary;
• Triage calls and collaborate with coworkers and volunteers to minimize caller’s wait time and ensure that the lines remain available for callers in escalated crisis;
• Assist with developing rescue plans and contacting emergency services when necessary;
• Complete mandatory trainings and workshops to remain knowledgeable about the latest policies and protocols and equipped to apply crisis intervention tools & techniques;
• Troubleshoot technical issues with crisis responders and escalate when additional support is required;
• Manage operations in the room including but not limited to : scheduling breaks, adjusting phone settings as needed and updating staffing spreadsheets;
• Maintain a welcoming office environment by stocking and organizing snacks, tracking equipment, and tidying as needed; and
• Perform other duties, such as administrative and organizational tasks as needed.

Crisis Lines Volunteer Workforce Supervisor Required Qualifications :

Crisis Lines Volunteer Workforce Supervisor Preferred Qualifications :

Crisis Lines Volunteer Workforce Supervisor Physical Requirements :

Crisis Lines Volunteer Workforce Supervisor Compensation Package : The starting wage for the Crisis Lines Volunteer Workforce Supervisor position is $28.44 per hour. Lines for Life offers a great benefits package valued at over $13,000 per year, including $9,600 in premium coverage for employee health, vision and dental coverage, full coverage of short and long-term disability and life insurance premiums; a matching 401K plan equivalent to 3% of the annual salary during the first 2 years of employment after passing the match eligibility date; as well as a flexible spending plan; an employee assistance program; and a free Fitbit

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.

EEO : Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer. Lines for Life shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. However, it shall not be a violation of this clause for Lines for Life to extend a publicly announced preference in employment to Indians living on or near an Indian reservation, in connection with employment opportunities on or near an Indian reservation, as permitted by 41 CFR 60-1.5.

All Lines for Life employees must be approved to work by the Oregon Department of Human Services’ Background Check Unit. Background checks are completed after a conditional offer of employment has been extended.