Crisis Lines Supervisor

2 days ago

Portland, Oregon, United States Lines Full time
Crisis Lines Volunteer Workforce Supervisor

Join Lines for Life, a regional non-profit dedicated to preventing substance abuse and suicide, as a Crisis Lines Volunteer Workforce Supervisor. This role is responsible for supervising our volunteer and internship workforce to ensure that all crisis lines calls are answered with care and compassion.

Key Responsibilities:
  • Supervise and mentor crisis lines volunteers and interns to ensure they provide high-quality support to callers.
  • Provide on-the-job training and coaching to ensure crisis responders follow protocols and apply best practices for crisis intervention.
  • Collaborate with the volunteer program team to provide ongoing mentoring and development for crisis lines volunteers and interns.
  • Perform regular call monitoring and quality assurance checks to ensure compliance with policies and procedures.
  • Submit Performance Concern Forms to the volunteer program manager for QA when volunteers and interns deviate from established policies and procedures.
  • Triage calls and collaborate with coworkers and volunteers to minimize caller's wait time and ensure that the lines remain available for callers in escalated crisis.
  • Assist with developing rescue plans and contacting emergency services when necessary.
  • Complete mandatory trainings and workshops to remain knowledgeable about the latest policies and protocols and equipped to apply crisis intervention tools & techniques.
  • Troubleshoot technical issues with crisis responders and escalate when additional support is required.
  • Manage operations in the room, including scheduling breaks, adjusting phone settings as needed, and updating staffing spreadsheets.
  • Maintain a welcoming office environment by stocking and organizing snacks, tracking equipment, and tidying as needed.
Requirements:
  • Master's degree in psychology, social work, or a behavioral science field.
  • Meet the Qualified Mental Health Professional standards.
  • At least 2 years of crisis intervention experience.
  • Able to stay calm when handling stressful situations and skilled in problem-solving.
  • Strong communication and interpersonal skills.
  • Experience supervising, mentoring, and training others.
  • Able to enforce protocols to ensure that the lines remain available for incoming crisis calls without compromising service levels.
  • Able to provide sound clinical judgment.
  • Skill in discerning the difference between an acute, time-limited personal crisis and a chronic, ongoing mental illness.
  • Knowledge of the fundamental principles, methods, and theories of psychology, as well as the relationship of substance abuse to depression, suicide, and violence.
  • Skill in identifying and appropriately responding to the warning signs for potential suicide, including suicidal ideation, plans, means, and lethality.
  • Proficient in web-based computer environments and multi-line phone systems.
Preferred Qualifications:
  • Experience in a call center environment.
Compensation Package:

The starting wage for this position is $28.44 per hour, with a $1.75/hr overnight shift differential and time and a half holiday pay when required to work holidays. Lines for Life offers a comprehensive benefits package, including health, dental, vision, short and long-term disability, and life insurance premiums, a matching 401K plan, a flexible spending plan, an employee assistance program, and a free Fitbit.

This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position's scope and function in the company.

Lines for Life is an equal opportunity employer and strives to create a diverse, inclusive environment to better represent the communities we serve.

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