211 & Crisis Services Supervisor

3 weeks ago

Orlando, United States Heart of Florida United Way Full time
Job DescriptionJob DescriptionPOSITION SUMMARY
Supervise 211 and Crisis Services Specialists and provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment.

KEY RESPONSIBILITIES & ESSENTIAL DUTIES OF POSITION
An individual must be able to perform each essential duty listed below at a satisfactory level:
  • Constantly monitor incoming contacts (calls, chats, texts, and emails) and Specialists’ interactions for timely response, intervention, and quality service.
  • Provide technical support to Specialists and address any issues and outages.
  • Constantly answer inbound chat, text, and email client contacts and complete outbound crisis/suicide follow ups calls.
  • Maintain accurate data collection on all contacts in the appropriate database.
  • Maintain a non-judgmental attitude when interacting with Specialists and contacts, displaying sensitivity to all cultural backgrounds.
  • Advocate for clients when appropriate and assist Specialists in understanding when advocacy is needed.
  • Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics.
  • Provide appropriate screenings for specialized programs.
  • Access multiple databases for resources and appropriately refer contacts.
  • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
  • Assist Specialists by conducting interventions with contacts in imminent safety risk situations.
  • Initiates debrief meetings with Specialists following challenging contacts (suicide, homicide, child abuse, human trafficking, domestic violence, etc.) to review protocols used, provide feedback and coaching, and ensure personal self-care techniques are used, as necessary.
  • Accurately document all meetings with direct reports on a regular basis to ensure effective communication, coaching, and professional development, and conduct formal performance reviews.
  • Collaborate with Managers or Directors to address performance concerns and departmental processes to enhance quality assurance outcomes.
  • Occasionally answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral calls when needed.
  • Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
  • Be available in times of emergency and/or disasters.
  • Complete all training for new programs and services related to 211 and Crisis Services when needed.
  • Be able to attend all required in-person and virtual meetings.
  • Contribute to overall organizational success by performing other duties and responsibilities as assigned.
JOB REQUIREMENTS
Job requirements include:
  • Associate degree or equivalent combination of experience and education may be considered in lieu of degree. Bachelor’s degree preferred.
  • Inform USA CRS or CRS-DC certification preferred.
  • CIRS or Crisis Worker certification preferred.
  • Two years in social services, crisis hotline, contact center, or information and referral service preferred.
  • One year of supervisory or coaching experience preferred.
  • Experience with Microsoft Office required.
  • Client management databases or other relational database experience, preferred.
  • Demonstrated knowledge of health and human services desired.
  • Ability to effectively assess client and staff needs and show sensitivity to issues.
  • Excellent organizational skills with the ability to quickly adapt to a changing call volume while maintaining standards of high quality required.
  • Ability to multi-task and work in a fast-paced contact center.
  • Bilingual in English/Spanish preferred.
  • Must have access to a private, secure, and stable high-speed internet connection.
  • Must have access to a quiet, confidential workspace.
COMPETENCY REQUIREMENTS
Communications - Ability to communicate effectively.
Business Ethics - Ability to work with integrity and ethics.
Judgment - Ability to use sound judgement.
Initiative - Ability to take initiative.
Teamwork - Ability to work in a team environment.

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.

PHYSICAL DEMANDS
Physical demands include:
  • Constantly remaining in a stationary position, often sitting for prolonged periods.
  • Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.
  • Constantly repeating motions and fine manipulation that may include the wrists, hands and/or fingers. Ability to type using a keyboard.
  • Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.
  • Constantly assessing the accuracy, neatness and thoroughness of the work assigned.
  • Constantly viewing information on a computer screen.
  • Occasionally traveling to the office when needed.
WORKING CONDITIONSWorking conditions include:
  • Remote, inside working environment.
  • High level of long periods of concentration.
  • Constant customer and staff interaction.
  • Reliable transportation required.
CORE VALUES
  • Passion: Dive in – Create enthusiasm and inspire others.
  • Authenticity: Be Real – Keep it honest and set the example.
  • Collaboration: Live United – Work together and mobilize for change.
  • Empowerment: Own it – Be courageous and make it happen.
DIVERSITY, EQUITY & INCLUSION STATEMENTHeart of Florida United Way is committed to creating a rich, diverse work environment and supportive community that not only accepts differences, but also embraces and celebrates them. We are committed to being a health and human service leader that meets the needs of our diverse community.

Our clients come from all walks of life and so does the team at United Way. Our vision for diversity and inclusion is to ensure that all of Heart of Florida United Way’s business policies, procedures, and practices are respectful of all individuals. Our belief is that the best way to accomplish this is to maintain a culture that utilizes the diversity of ideas, the collaboration of different perspectives, to courageously share thoughts and encourage others to do the same.

Diversity and inclusion are at the heart of what it means to LIVE UNITED and are fundamental to achieving our mission and impact goals in education, income, and health.

Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you

Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays 80% of your premium.

Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.

401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.

Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance. Full-time employees start accruing vacation time (2 weeks your 1st year), sick time (1 day/mo.), and personal time (2 days/year) off upon hire, with generous carry over and accruals.

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