Warmline Program Director

2 weeks ago

Sacramento, United States Consumers Self Help Center Full time

CSHC is looking for a new team member to take on the role of a Program Director for a consumer-operated warmline. A consumer-run warmline is a telephone support service that is operated by individuals with lived experience of mental health challenges or substance use disorders. The Program Director will oversee the program in its totality, aiding warmline operators with providing non-crisis emotional support, information, and referrals to callers that identify as two specific populations: a current or former patient of a voluntary or involuntary mental health hold or, a Peer working within the behavioral health/housing field. The Program Director will oversee a team consisting of a team lead and wellness liaisons.

**RESPONSIBILITIES AND DUTIES**

Duties including, but not limited to:
**Leadership and Management**:

- Provide strong leadership and guidance to the warmline staff, ensuring a positive and supportive work environment.
- Oversee the recruitment, hiring, onboarding/training, and supervision of warmline operators and support staff.
- Develop and implement policies, procedures, and protocols to ensure efficient and effective warmline operations.
- Foster a culture of continuous improvement, innovation, and collaboration within the warmline team.
- Conduct regular team meetings, training sessions, and performance evaluations to ensure the highest standard of advocacy service.

**Staff Support and Development**
- Implement initiatives to promote diversity, equity, and inclusion within the organization.
- Nurture collaborative opportunities for consistent staff engagement and feedback.
- Organize team-building activities or retreats to foster a positive and cohesive team culture.
- Implementing a structured performance evaluation process to assess staff performance and provide constructive feedback.
- Be responsible for designing and/or implementing a comprehensive training program for new hires, as well as ongoing professional development opportunities for existing staff.
- Ensuring that staff have access to resources and support services to help them cope with the emotional demands of their work.

**Program Development and Evaluation**:

- Lead the development and enhancement of warmline services, ensuring they are responsive to the needs of the target populations.
- Monitor and evaluate the effectiveness of the warmline services, collecting and analyzing data to inform program improvements.
- Stay informed about best practices and emerging trends in warmline operations and peer support services.

**Financial Management**:

- Monitor and manage the warmline budget, ensuring financial sustainability and accountability.
- Support organizational leadership in pursuit of funding opportunities, including grants and partnerships, to support the warmline's operations and growth.
- Monitor and report on financial performance, ensuring compliance with funding requirements and organizational policies.

**Collaboration and Networking**:

- Build and maintain relationships with mental health organizations, crisis hotlines, and other stakeholders to enhance collaboration and referral networks.
- Represent the warmline at community events, conferences, and meetings to raise awareness and promote the services.
- Seek opportunities for collaboration and knowledge-sharing within the consumer-run mental health support community.

**Quality Assurance and Compliance**:

- Ensure that the warmline operates in compliance with relevant laws, regulations, and ethical guidelines.
- Develop and implement quality assurance processes to monitor and improve the quality of warmline services.
- Maintain accurate and confidential records, ensuring compliance with data protection and privacy regulations.

**Communication and Advocacy**:

- Serve as a spokesperson for the warmline, effectively communicating its mission, services, and impact to stakeholders and the public.
- Advocate for the importance of consumer-run warmlines and peer support services in mental health systems and policy discussions.
- Aid the development and implementation of marketing and communication strategies to raise awareness and promote the warmline's services.

**Professional Development**:

- Stay updated on current research, trends, and best practices in warmline operations, peer support, and mental health services.
- Attend relevant conferences, workshops, and training opportunities to enhance professional knowledge and skills.
- Foster a culture of continuous learning and professional development within the warmline team.

**Policy Development and Implementation**:

- Collaborate with stakeholders to develop and implement policies and procedures that promote and protect patients' rights.
- Stay informed about relevant laws, regulations, and ethical standards related to patient care and advocacy.
- Ensure compliance with all regulatory requirements and organizational policies.

**Education and Outreach**:

- Develop educational materials and resources t

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