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Crisis Line Program Coordinator

1 month ago

Oakland, United States Crisis Support Services of Alameda County Full time
Job DescriptionJob DescriptionDescriptionThe Crisis Line Program Coordinator is responsible for supporting efforts to manage and enhance caller and counselor care and assisting the Associate Director in maintaining the day to day operations of the crisis line program. The position directly supervises 8-10 crisis line staff. The position will help carry out priorities that support growth, quality assurance, policy development, and infrastructure development on the crisis line. The position will ensure the program is in compliance with accreditation standards set by the American Association of Suicidology, International Council for Helplines, National Sucicide Prevention Lifelines (Vibrant/988), Alameda County Behavioral Health, and California 988. This person will possess an understanding of laws and regulations regarding mental health and social service programs and the ability to apply state, federal, and local regulations related to client care in the crisis line. It is expected this position will consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care.

Typical Duties, Level of Decision Making, and SupervisionTypical Duties: 
988 Implementation 
  • Helping to create systems or operations to support expansion of staff and increase in call volume.
  • Support with training and implementation of new systems, such as database changes or updates, and policies, procedures and protocols for answering calls, providing counseling and documenting calls. 
Crisis Line Staff Oversight and Support 
  • Participate in recruitment, hiring, onboarding, and termination of crisis line staff
  • Provide training, feedback, mentorship, and group and individual supervision
  • Conduct performance evaluations and initiate progressive improvement as appropriate
  • Track attendance and approve schedules and timesheets 
  • Complete note review for supervisees 
  • Collaborate with the Quality Assurance Team to participate in silent monitoring and quality assurance improvement for crisis line staff and volunteers. 
Volunteer Program Support 
  • Participate in training: leading training classes, facilitating role-play practices, and provide shadow-shift training to new volunteers as needed/assigned
  • Support crisis line staff with training, mentorship, and supervision for volunteers in collaboration with Volunteer Manager 
  • Assist in event planning in collaboration with Crisis Line Managers as needed

Crisis Line Support 
  • Work regular crisis line shifts
  • Fill in for understaffed shifts during working hours
  • Support other understaffed shifts as needed/assigned
  • Provide on-call consultation support as assigned
  • Review crisis line schedule to support identifying gaps in coverage and come up with plan for coverage
  • Visit and observe crisis line shifts and recommend structural or procedural changes to Crisis Line Management/Leadership 
Policy and Written Procedures 
  • Collaborate on creating and implementing policies, procedures and protocols related to our Crisis Line, receiving and answering 988 calls, and supporting counselor and caller care.
  • Collaborate on creating and implementing policies, procedures and protocols related to scheduling, staffing, and other personnel related areas. 
Additional Duties 
  • Other duties as assigned

Level of Decision Making:

The position will provide support and consultation on matters related to the crisis line program including crisis line volunteers, shift structure, phone counselors and shifts supervisors. Decisions will be made regarding clinical consultations and performance of direct reports. The position will be an active participant in evaluating, designing, and implementing crisis line program policy and procedures.

The position has the authority to: 
  • Support in hiring Crisis Line staff. 
  • Provide feedback, coaching, supervision and corrective action to supervisees. 
  • Provide consultation and recommend clinical decisions related to clients on the crisis line.
  • Recommend budgetary, policy, and procedural needs of the crisis line. 
  • Manage supervisee staff schedules, schedule changes and approve timesheets
  • Participate in 988 implementation in regards to meetings, policy and database implementation

Supervision:

The position reports to the Associate Director of Crisis Services and will utilize consultation as needed. The position receives one hour of weekly supervision per week.

The position will directly supervise 8-10 shift supervisors and provide day to day consultation regarding clinical, technical, and structural issues for volunteers and shift supervisors. Additionally, this person will facilitate weekly group supervision for line staff. 
Minimum QualificationsMinimum Qualifications: 
  • Minimum 1 year supervisory or training experience 
  • Minimum 1 year experience working in counseling and/or the mental health field; or comprable volunteer or work experience. 
  • Some administrative experience. 
  • Comfortability with use of Microsoft Office (Excel, PowerPoint, Word) and gSuite including gDoc and gSheets 
  • Experience in crisis intervention or suicide prevention preferred 
The Ideal Candidate:
  • Is committed to ongoing self reflection and will have the ability to lead with values of cultural humility.
  • Must be able to demonstrate the ability to effectively, sensitively, and respectfully relate to people from different identities and backgrounds. 
  • Possesses excellent public speaking, writing, interpersonal, and organizational skills 

Benefits, Salary, Schedule, Location and Additional RequirementsBenefits: This position is full-time and eligible for benefits. Medical, dental, vision, retirement matching, 14 paid holidays, vacation, sick time, and floating holidays.

Salary:
Base rate for this position is $36.06 per hour. If taking on additional on-call duties, the rate would be increased to become $37.50 per hour.

Schedule: This is a full–time (40 hours per week) position. Availability on evenings and weekends as needed is expected. 
  • Crisis Line Shifts: This person will work a minimum of 8 hours on the Crisis Line and fill in to support understaffed shifts as needed. 
  • Group Supervision: This position will facilitate a weekly group supervision space, or “pod” facilitating a space for support, supervision and consultation. The current pod meeting time is on Tuesdays from 1pm-2:30p.
  • On-Call Consult Shift: On-call consultation support one night per week is expected. An on call consultant provides clinical consultation and technical support for counselors on the lines. On-call consult shift will be Thursday nights between 4pm-8am Friday morning.
  • Scheduler Shift: This person will be responsible for checking and responding to the scheduler email for a minimum of 1 day/week from 9a-5pm. The scheduler shift will be Sundays from 9a-5p. 
  • Weekly meetings: The position is expected to attend department meetings, including bi-weekly staff meetings, consultation meetings, and bi-weekly crisis line management team meetings. Our bi-weekly department team meeting is currently scheduled for Wednesdays from 11a-12p. 
Note: The above scheduled meeting/shift times may change with notice based on agency and department needs.

Location: Hybrid remote- including one 8 hour day per week on site requirement. This may change with notice.

Additional Requirements:
  • Proof of vaccination against Covid-19 required
  • Must complete Background Check (DoJ) and LiveScan