SHIFT LEAD

Responsibilities

• Complete shift documentation, including End of Shift Reports and follow-up requests.
• Report concerns regarding staff performance or operational issues to supervisors and leadership.
• Orient, train, and oversee staff and volunteers on assigned shifts.
• Provide guidance and leadership during crisis calls, ensuring appropriate interventions and referrals to higher levels of care.
• Offer debriefing and feedback (both positive and constructive) to staff at the end of each shift.
• Ensure adherence to call rotation and support communication with the Point of Contact (POC), supervisors, and leadership.
• Ensure services meet quality standards, adhere to documentation requirements, and use evidence-based practices.
• Maintain compliance with legal, regulatory, and contractual requirements, including certifications (e.g., CARF, AAS, CCL).
• Conduct follow-up calls/contacts as necessary and document progress.
• Support staff in providing psycho-social rehabilitation and crisis counseling during client calls/contacts.
• Monitor client mental and physical health concerns and escalate as needed.
• Provide direct crisis intervention and management when required.
• Foster positive relationships with community partners and contribute to agency fundraising efforts.
• Identify and connect clients to community resources that support program goals and enhance client well-being.

Qualifications

• A High School Diploma required.
• 1+ years of experience in a crisis setting, preferably with crisis hotline counseling.

Skills & Abilities

• Fluency in English required; bilingual (Spanish/English) preferred.
• Strong crisis management skills, ability to work independently, and demonstrate sound judgment.
• Ability to maintain professional boundaries, handle multiple tasks, and work in a fast-paced environment.
• Proficiency in MS Office (Excel, Word) at an intermediate level.
• Excellent verbal and written communication skills.
• Team-oriented with a positive, collaborative attitude.

Benefits

• Medical, dental, vision and life and long-term disability insurance.
• Employee Assistance Program.
• Flexible spending accounts for health, dependent and transit costs.
• Retail savings plan with company match.
• Eligibility for loan forgiveness.
• Continuing education credits available through our learning management system.
• Discount program.
• Paid meal breaks and generous paid time off.