Shift Supervisor

OUR MISSION First Choice Services provides free support through helplines, behavioral health training, and expert guidance. We connect individuals, families, and communities to real help. We are proud to offer the lived experience of our team to support, encourage, and help others find a pathway to wellness. Position Overview The 988 Shift Supervisor is responsible for assisting the staff in National and WV 988 programs as they answer the 988 Suicide and Crisis Lifeline. Shift Supervisors additionally ensure the general smooth function of all call, text and chat center operations during hours outside of traditional business hours. The Shift Supervisor works closely with Program Directors, Assistant Directors, and Coordinators and the Administrative and Leadership team to provide guidance and oversight of crisis counselors and other program staff. The Shift Supervisor may serve as a backup for crisis counselors by answering calls, texts or chats and providing callers and visitors with excellent customer service and support by taking the time to understand their unique circumstances and needs, providing options for help, support and treatment. On a daily basis, the Shift Supervisor will communicate individually with each staff on shift, make themselves available for direct cube-side and Teams support and assume a lead role. Unlike crisis counselors, the Shift Supervisor may be frequently away from their work station as they make regular rounds ensuring maximum oversight and support. The Shift Supervisor exhibits strong leadership qualities, and makes decisions that align organizational goals, policies and procedures. Shift Supervisors are responsible for representing the agency and its mission in their direct interaction with callers and employees. As a part of the agency’s larger Administrative Team, Shift Supervisors exhibit a clear understanding of professional roles and boundaries related to conversations with or about program staff. Shift Supervisors are privy to sensitive information and have an explicit understanding of privacy and confidentiality standards to which such information is subject. Shift Supervisors may be tasked with additional responsibilities including, but not limited to staff training and development, interpersonal communication, special projects, coaching and support. In addition, they may manage some scheduling, attendance, performance and infrastructure issues in real time. Though the Shift Supervisor is not a direct supervisor, the Shift Supervisor may take action as directed by the Program Director or other agency Administrator when it is efficient or necessary to do so. Essential Job Functions Leads and guides weekend, evening and overnight crisis counseling staff. Monitors 988 call, chat and text interactions; Performs audits as needed Provides shift and contact debriefing as well as shift reporting Conducts research in support of program needs Collaborates with Program Director, Assistant Directors, and Coordinators to provide shift in-service Monitors staff for secondary trauma and self-care needs Acts as liaison between shift staff and program management Assumes a minimum of one call, chat or text per shift and more as needed Fosters a positive and collaborative work environment Provides support, and resolves problems and complaints. Acts as a source of information and answers questions, giving instruction when needed. Monitors helpline performance during shift to ensure helpline staff are following policy and procedures. Meets daily or other reporting requirements. Gather and exchange information based on the caller’s needs and individual circumstances. Communicate information about various appropriate treatment services and available supports without bias. Answer incoming calls, texts and chats, and document caller interactions with the electronic database as well as within other systems as needed. Follow-up with callers to monitor and track success, field concerns and provide further information, referral and support as needed. Respect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services. Provide all services in an ethical manner while maintaining participant dignity. Participate in professional development, staff meetings, continuing education, quality improvement and performance review as required. Provide for the safety and wellbeing of callers following all applicable mandated reporter and duty of care standards, including making PSAP calls and following up for updates. Adhere to all policies and procedures Non-Essential Job Functions Contribute to the overall strength of the agency and the department by completing all other duties as assigned. Requirements Bachelor’s or Associate’s degree in a Human Services or management field preferred, High School Diploma or equivalent required. Proven leadership and interpersonal skills. Substance abuse recovery time of at least a year, if applicable. Strong written and verbal communication skills. Compassion and empathy to appropriately respond to the unique circumstances and needs of all callers. Ability to access information through computer systems while interacting with callers via text, phone and chat. Good judgment related to managing employees, managing challenging callers, requesting /support as necessary and handling unique situations. High attention to detail. Passion for helping others in the area of suicide prevention, mental health and addiction. Ability to work with co-workers, callers and administrators in a respectful and cooperative manner regardless of differences in values or opinions. Compassion and understanding for those challenged by mental health, addiction and/or suicidal ideation. Compassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status. Other Skills/Abilities Ability to multi-task: Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration. Communication skills: Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports. Organizational ability: Demonstrates a systematic approach in carrying out tasks and assignments. Problem solving skills: Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems. Client service skills: Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements. Computer skills: Comfortably and confidently uses a computer and specialized software. Initiative: Self-motivated and shows willingness to accomplish multiple tasks as assigned. Integrity: Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment. Cooperativeness: Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others. Flexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned. Independence: Able and willing to perform tasks and duties without direct supervision. Tolerance for Stress / Resiliency: Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations. Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions. Working Environment A climate controlled, contact center environment. Constant usage of phone and computer systems. Physical Requirements Extensive computer work with long periods of sitting in a typical call center work environment. Limited physical effort required with limited exposure to physical risk. Ability to lift 35 pounds unassisted. Heavier weight with assistance. Ability to work evenings, nights, weekends, and holidays as required EQUAL OPPORTUNITY EMPLOYER I have read and understand the requirements of the essential functions and duties of this position, and can perform the essential functions of the position with or without a reasonable accommodation.