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Overnight and Weekend Crisis Line Program Manager

1 month ago

Oakland, United States Crisis Support Services of Alameda County Full time
Job DescriptionJob DescriptionDescriptionThe Overnight and Weekend Program Manager will provide administrative oversight on the day to day operations of the overnight and weekend crisis line shifts by managing administrative duties of supervision, shift and call monitoring, and scheduling. The Manager will also oversee the relationship between CSS and mobile crisis teams as part of 988 implementation.
Typical Duties, Level of Decision Making and SupervisionOversee Daily Scheduling of Overnight and Weekend  Shifts
  • Track and seek coverage for overnight and weekend shifts needing staff support.

Monitor and Track Performance of Overnight and Weekend Shifts
  • Perform silent monitoring of calls on overnight and weekend shifts
  • Work in collaboration with Quality Assurance to monitor performance on overnight and weekend shifts.
  • The position will lead and manage implementation of mobile crisis dispatch and CSS collaborations including training staff, coordinating with outside agency partners, developing internal processes, training, and monitoring.  
  • Work to support infrastructure and staffing in order to meet state and federal key metrics and expectations
  • Facilitate MOUs with 988 community partners in collaboration with Associate Director of Crisis Services
  • This position will collaborate with the After Hours Coordinator in order to troubleshoot after hours callers and maintain relationships with After Hours partners on overnight and weekend shifts
  • Monitor After Hours emails on Sundays
  • Provide training, mentorship, and supervision for 8-10  shift supervisors and phone counselors on evening shifts for one hour per month.
  • Provide an evening group supervision/pod once weekly for 8 crisis line staff
  • Hire new shift supervisors and phone counselors to support weekend and overnight shifts
  • Manage onboarding for new supervisees
  • Conduct performance evaluations (yearly/quarterly) and initiate corrective action as appropriate for supervisees
  • Approve supervisees schedules and timesheets 
  • Complete clinical note review for supervisees
  • Track on site attendance, supervision, and meeting requirements for supervisees
  • Provide on shift oversight by monitoring shifts and calls 
  • Collaborate with Associate Director in developing infrastructure that supports best practices for callers
  • Oversee scheduling for overnight and weekend shifts to make sure staffing is adequate
  • Provide training as needed to overnight and weekend staff
  • Provide and develop a support group for overnight counselors to support them in their work with challenging callers
  • Support Shift Supervisors in providing training, mentorship, and supervision for volunteers in collaboration with Volunteer Manager
Crisis Line Support
  • Fill in as needed during understaffed and weekend shifts

  • In collaboration with Associate Director and Director, implement policies and procedures related to the Crisis Line/988

  • Provide at least one training in order to support the training team during cohort training
  • Provide continuing training and  support overnight and weekend staff in order to keep them up to date and policies and best practices
  • Provide mobile crisis implementation training in collaboration with outside partners and the Director of Crisis Services
Additional Duties
  • Other duties as assigned
Level of Decision Making
The Overnight and Weekend  Manager will develop and manage CSS mobile crisis partnerships. They will provide support and consultation on matters related to crisis line program calls and clients, crisis line volunteers, and shift 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:
  • Recommend termination of phone counselors, shift supervisors, and interns
  • Create corrective action plans for supervisees
  • Provide consultation and make clinical decisions related to clients  on the crisis line and text line.
  • Recommend budgetary, policy, and procedural needs of the crisis line/text line, training, after-hours
Supervision
The position reports to the Director of Crisis Services and will utilize consultation as needed. The position receives one hour of weekly supervision per week. The position must attend all required department meetings, including the bi weekly crisis team meeting on Wednesdays from 11-12pm and the Crisis Line Manager’s meeting from 12:10-2pm on Thursdays on site. Meetings may change in the future with notice.

The position will directly supervise 8-10  shift supervisors and provide day to day consultation regarding clinical issues and oversight of volunteers, interns, and shift supervisors with the focus on overnight and weekend shift supervisors. The position will also facilitate an evening group supervision or pod.
Minimum Qualifications
  • 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
  • Commitment to ongoing self reflection and ability to lead with values of cultural humility is required
  • Must be able to demonstrate the ability to effectively, sensitively, and respectfully relate to people from different cultural groups.
  • Ability to consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care.
  • Experience in crisis intervention or suicide prevention preferred
  • Excellent public speaking, writing, interpersonal, and organizational skills
  • Must be comfortable using Microsoft Office (Excel, PowerPoint, Word) and gSuite including gDoc and gSheets
  • One year or more crisis line experience or equivalent mental health experience
  • Six months of supervisory experience

Benefits & Salary, Schedule & Scheduling Requirements, Additional RequirementsBenefits & Salary
  • This position is full-time and eligible for benefits. Medical, dental, vision, retirement matching, 14 paid holidays, vacation, sick time, and floating holidays.
  • Salary is $80,000 and additional 3K for weekend backup and 5th weekend of the month on call

Schedule & Scheduling Requirements
  • This is a full–time (40 hours per week) position. This position will work Wednesday through Sunday with two evenings, 4pm-12pm expected.  Availability on evenings and weekends is expected. 
  • Expected to be onsite on Thursdays
Additional Requirements
  • Proof of vaccination against Covid-19 required
  • Must complete Background Check (DoJ) and LiveScan