SHIFT LEAD - Swing

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 (e.g., mobile crisis or law enforcement).
• 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).
• Ensure that Key Performance Indicators (KPIs) related to call response, engagement timeliness, and outcomes are met during the shift.
• 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 is required.
• At least 1 year of experience in a crisis setting, preferably with crisis hotline counseling.
• Fluency in English is required; bilingual (Spanish/English) is 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.
• Retirement 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.

About the Role

Join Buckelew Programs, the largest nonprofit provider of behavioral healthcare services in the North Bay. We are hiring a new Shift Lead for the Suicide Prevention program. In this role, you will oversee your assigned shift in the Suicide Prevention program, providing guidance, consultation, and leadership to staff and volunteers of the Wednesday through Saturday 3pm-11pm Swing Shift.