LACG Helpline Shift Supervisor - Overnight

Overview

To assist in the supervision of Helpline overnight shifts. General work schedule will be 40 hours per week- weekends, afternoon, overnight hours, maybe scheduled to work holidays. This position requires strong leadership skills and the ability to work collaboratively with team members.

Responsibilities

• Supervises the overnight shift Helpline Specialist.
• Assist with ensuring that data entered by staff is accurate.
• Ensures Intakes, chat and text are entered and completed by the end of shifts and ensuring call log is complete, reporting any inaccuracies or deficiencies.
• Completes and reviews End of Shift Reports.
• Assist with personnel supervision, training, mentoring and guidance.
• Provide supervision over quality of care provided to all contacts and reporting any deficiencies.
• Help maintain physical facility, ensure bathrooms cubicle areas, kitchen areas are always maintained and reporting any deficiencies.
• Assists in quality control and completion of contact survey and follow up information.
• Ensure follow ups are being offered, and call backs are being made in a timely manner.
• Assist with training for all new and current staff members, interns, and volunteers.
• Ensures all staff are adhering to policy and procedure.
• Assists all other staff in all departments, when necessary.
• Answers calls, chat and text during shifts and assists in covering work shifts unfilled due to illness or to other absences.
• Assist with monthly, daily scheduling of staff.
• Ensures proper coverage of shifts.
• Assists and maintains Helpline inventory, office supplies, kitchen supplies, and cleaning supplies and helps keep areas stocked and report any deficiencies.
• Ensure that all procedures and protocols are being followed.
• Participates in ongoing trainings.
• Assist with Helpline Specialist performance reviews.
• Prepare mail out information when requested.

Qualifications

• Must have a high school Diploma or GED equivalent; related college degree preferred; and have 1 year managerial experience, customer service experience and/or experience in working with a Helpline.
• Organized, self-initiator, goal-orientated, team player and efficient in daily tasks.
• Excellent verbal and written communication skills.
• Able to prioritize and manage time efficiently.
• Creative problem solver who thrives when presented with a challenge.
• Encourager of team and staff; able to mentor and lead.
• Great people-person skills and professional attitude.
• Proficient computer skills, with ability to learn software programs to include but not limited to: iCarol, FileMakerPro, Excel, and MS Word.
• Must be willing to pursue professional development.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Expected hours: No less than 40 per week

Work Location: In person