Supervisor Crisis Center Resources

Scope of Position

Collaborate and supervise staff to meet deliverables for the AFMC 988 Helpline. Document services rendered and provide reporting as required for all active contracts, grants, Vibrant, and International Council for Helpline (ICH) standards. Responsible for ensuring staff receives onboarding training, updates and timely information for all departmental policies including all Crisis Center and ICH policies. Provide communication, education, and promotion of mental health program resources to the consumers and crisis center staff.

Essential Job Functions

Provide 24 hour / 7-days a week supervision to AFMC's 988 Suicide and Crisis Lifeline Center as an active and hands-on supervisor to meet the needs of all call/text/chat handling and supervisory needs.
Direct, coach, and evaluate assigned staff.
Develop standards of staff performance and set annual performance objectives.
Ensure the quality and accuracy of employees work product and that staff meet performance goals within designated time frame.
Monitor assigned staffs performance for accuracy, quality, timeliness, adherence policy, and follow up.
Assist staff in problem resolution. Serve as a resource and mentor for staff.
Maintain expertise for all contracts, grants, Vibrant and ICH standards to ensure all deliverables and required activities are completed timely.
Responsible for the resolution of customer/client requests including research, referral, policy review, revision and development, documentation, and follow up in accordance with established policy/procedures.
Communicate effectively with customers and/or recipients. Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project.
Act as a resource to internal and external customers for information pertaining to the Crisis Center and other specialty areas focus.
Understand and utilize project-tracking database to document and monitor services/activities provided and to compile a comprehensive database of activity. Maintain accurate statistical data to meet contractual and other reporting requirements.
Coordinate the timely collection and data entry of all required documentation.
Assist in the creation and maintenance of necessary reports/documents to track and report project information. Prepare ad hoc reports and/or statistics as directed.
Monitor specific items within the area of focus, provide recommendations/feedback to crisis center staff and external customers for quality improvement and follow through for compliance of recommendations for improvement.
Assist in the development, production, maintenance, and delivery of training and educational materials/activities.
Adhere to format, content, and style guidelines, giving consideration to usability and ensuring accuracy, consistency, and quality.
Communicate needs and requests to other team members as appropriate.
Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.

Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices)

Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to travel as needed. Must be able to lift and transport 25 pounds. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.

Education

Required: Associates degree in Social Work, Psychology, Counseling, or other related field.
Desirable: Bachelors degree in Social Work, Psychology, Counseling, or other related field.

Experience

Required: Three (3) years experience in crisis or call center. One (1) year leadership experience.
Desirable: Five (5) years' experience in the related field. Three (3) years leadership experience. Certification in crisis intervention or suicide prevention.

Internet Requirements

Reliable, high-speed wireless internet service (Wi-Fi)

Knowledge, Skills, and Abilities

Must possess intermediate level computer skills (Excel, Word, PowerPoint, and Outlook)
Type 50 wpm
Exceptional skills in business English and spelling
Ability to maintain confidentiality
Knowledge of mental health issues, suicide risk factors, crisis intervention, and de-escalation