Crisis Line Volunteer and Phone Counselor Program Assistant

4 days ago

Oakland, United States Crisis Support Services of Alameda County Full time
Job DescriptionJob DescriptionDescriptionThe Volunteer Program Assistant will support the Volunteer Manager in various administrative, coordination, and supervisory tasks to ensure the effective operation of the Crisis Support Services' volunteer program. Key responsibilities include ensuring volunteers and phone counselors have the necessary tools and resources to provide high-quality services for community members utilizing the local crisis lines, 988 Lifeline, text line, and After-hours lines. The position will support in maintaining phone counselor and volunteer files and reviewing phone counselor notes and documentation. The position will also coordinate volunteer transitions and schedule phone counselors and volunteers for the 24-hour crisis lines, managing any necessary schedule changes. Additionally, the Assistant will support program efforts in quality assurance, outreach activities, and crisis line event coordination.  
Key Responsibilities, Level of Decision Making, and Supervision/Direction Received1. Review Call Notes:
  •  Review call notes and provide support to volunteers, interns, phone counselors, and apprentices regarding documentation.  
  • Ensure compliance with quality assurance guidelines and provide feedback to counselors. 

2. Volunteer Program Administration: 
  • Maintain up-to-date volunteer files in Apricot, Volunteer Google Group, the roster, Direct Supervisor assignments, and the calendar. 
  • Track volunteer continuing education and relay this information to the Training Team. 
  • Ensure the volunteer roster is current. 
  • Oversee the volunteer schedule, track attendance, and relay feedback as necessary. 
  • Manage the Crisis Line Schedule for Volunteers, making necessary adjustments twice a week. 
  • Coordinate volunteer transitions, including training graduation, regular shift change requests, and end-of-commitment processes. 
  • Conduct check-ins and provide necessary support during volunteer transitions. 

3. Recruitment and Hiring: 
  • Assist the Volunteer Manager with recruitment, hiring, and development efforts for phone counselors and apprentices. 
  • Support the Volunteer Manager and Shift Supervisors in training and providing feedback to volunteers. 

4. Event Coordination & Outreach: 
  • Assist in planning off-site and onsite events (e.g., additional training opportunities, Summer Party, Winter Party, Fall Event). 
  • Support cross-department collaboration and participate in off-site outreach efforts, with occasional weekend and evening commitments. 

5. Direct Support for Counselors: 
  •  Provide direct support, mentorship, and supervision to counselors in collaboration with the Volunteer Manager. 
  •  Conduct check-ins with Shift Supervisors to identify areas needing volunteer support. 
  • Collaborate with the Quality Assurance Team, participating in silent monitoring and quality assurance improvements for crisis line staff and volunteers. 

6. Crisis Line Support: 
  •  Work a minimum of 8 hours per week on Crisis Line shifts. 
  • Fill in during working hours as needed for gaps in crisis line counselor availability. 
  •  Conduct "shift visits" twice a week to observe and identify areas of support needed, reporting back to the Volunteer Manager. 

7. Additional Duties: 
  • Perform other duties as assigned.

Level of Decision Making
The position will provide support and consultation on matters related to crisis line program cals, phone counselors, crisis line volunteers, and clients. Decisions will be made regarding clinical consultations and the performance of direct reports. The position will actively participate in evaluating, designing, and implementing crisis line program policies and procedures, particularly those related to volunteers.

The position has the authority to: 
  • Support the hiring of Crisis Line staff. 
  • Provide feedback, coaching, supervision, and corrective action to volunteers, interns, and apprentices. 
  • Recommend budgetary, policy, and procedural changes for the crisis line. 
  • Manage crisis line schedules and implement schedule changes. 
  • Assist the Volunteer Manager in developing policies and infrastructure for the volunteer and apprenticeship programs.
Supervision/Direction Received: 
The position reports to the Volunteer & Phone Counselor Manager and will utilize consultation as needed. The position receives weekly supervision. Attendance at bi-weekly staff meetings, weekly Pod group supervision, and bi-weekly crisis line management team meetings is expected. In addition, this position will meet weekly for a brief meeting with the Director of Crisis Services in order to provide updates on clinical interns.
Minimum QualificationsMinimum Qualifications 
  • Strong organizational skills, attention to detail, and ability to complete duties in a timely manner. 
  • Commitment to ongoing self-reflection and the ability to lead with values of cultural humility. 
  • Ability to consistently demonstrate behaviors that align 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 G Suite (including Google Docs and Google Sheets), with experience or a willingness to learn independently. 
  • Minimum of 1 year of experience managing staff or volunteers.


Benefits, Schedule 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.

Schedule:
This is a full–time (40 hours per week) position. Availability on evenings and weekends is expected.

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

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