Shift Supervisor Tue-Sat 3pm-11pm

Duties and Responsibilities

• Monitor call, chat, and text volume and queue length to ensure timely and appropriate response
• Monitor and place outgoing and followup calls as scheduled
• Cookordinate emergency rescue calls for individuals in imminent danger
• Respond to overflow contacts with compassion and in accordance with the organization’s training and scope
• Document and review calls in an accurate and timely manner in web-based helpline and HMIS systems
• Provide feedback and ongoing communication to supervisory staff regarding shift activity
• Troubleshoot issues that arise during shift, document any concerns, and escalate when additional support is required

Requirements

• General Information
• Education Requirements: B.A. in mental health, social work, human services, or other related field of study required. Previous Experience Requirement: A minimum of one year experience working in a crisis call center, mental health, social services, or related behavioral health setting. Demonstrated ability to manage crises effectively. A minimum of one year supervisory experience preferred.
• Knowledge and Skills Needed to Perform Effectively in this Position: Strong empathy, active listening, communication, teamwork, and interpersonal skills; Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately; Strong problemsolving abilities and critical thinking skills to assess needs and provide appropriate referrals; Ability to work under pressure and handle high contact volumes while maintaining a calm demeanor; Proficiency in using computer systems and databases for documentation and resource navigation; Function autonomously and exercise good judgment and decisionmaking skills, particularly during crisis situations; Quickly adjust to rapidly changing situations and demonstrate flexibility in handling various types of crises; Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies; Ability to remain attentive and responsive to staff needs across the duration of shift. Work closely with team members and supervisors to ensure seamless operations

Additional Requirements

• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Required to pass either the AAS Crisis Specialist or Inform USA Community Resource Specialist certification as soon as eligible and meet qualifications to maintain certification
• Strong attendance and punctuality able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests

Physical Dimensions

• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.

Qualifications

• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency.