Agora Student Shift Supervisor

The University of New Mexico•Albuquerque, NM

2d•Onsite

About The Position

As a student staff member, serve as an Executive Committee (EC) member. Attend monthly EC meetings. Serve as an On-Call Support Team member, if able. Update current caller profiles and create new profiles as needed. Collaborate and keep in excellent communication with the Volunteer Coordinator regarding all information and developments pertinent to shift coordination. Assist in training new shift leaders the duties and obligations of a shift leader. Ensure that volunteers follow Agora shift requirements and procedures effectively, such as: Completing follow-ups and voicemails and the beginning and end of their shifts. Ending calls when appropriate (regulars, banned or abusive callers, unproductive callers etc). Call no-shows 20 minutes after scheduled shift time. Helping volunteers with policies and procedures, such as using iCarol forms properly. Supporting new trainees in the center by answering questions and informing them of policies and procedures during their listening shifts. Helping volunteers make same-week shift changes if they are present during your shift period. Giving feedback on calls: In person and on iCarol. Communicate concerns about callers or volunteers to the Director and other staff members as appropriate. Support volunteers by: Helping with difficult calls. Communicating updates on banned or regular callers to volunteers in the center. Debriefing calls with volunteers. Checking on the welfare of volunteers, especially after difficult calls. Assisting with suicide calls and ensuring accurate completion/review of all related call reports/forms. Coordinating rescue services to callers when needed. Calling Rescue if needed and filling out Follow up to a page form. All Shift Leaders and Supervisors will be OCST trained. Other Tasks: Office Duties. Ensuring stations are cleaned; stations have note paper, and suicide risk assessments. Cleaning the kitchenette area: making sure coffee pot is clean, fridge is cleaned out of old food, and organized. Attendance at weekly staff meeting and monthly EC meeting. Assisting with training, including recruitment, interviewing, mentoring, and role-play training when able.

Requirements

High school diploma or GED
Must complete Agora’s 40-hour training and sign the Agora Mutual Commitment and Confidentiality Statements.
Applicants should have basic proficiency with MS Office programs.
Must be a current UNM student, taking at least six credit hours.

Nice To Haves

Have worked on the crisis line at Agora or a similar helpline service
Ability to multitask and good record-keeping skills
Computer skills: MS Office, iCarol

Responsibilities

Serve as an Executive Committee (EC) member.
Attend monthly EC meetings.
Serve as an On-Call Support Team member, if able.
Update current caller profiles and create new profiles as needed.
Collaborate and keep in excellent communication with the Volunteer Coordinator regarding all information and developments pertinent to shift coordination.
Assist in training new shift leaders the duties and obligations of a shift leader.
Ensure that volunteers follow Agora shift requirements and procedures effectively.
Complete follow-ups and voicemails at the beginning and end of their shifts.
End calls when appropriate (regulars, banned or abusive callers, unproductive callers etc).
Call no-shows 20 minutes after scheduled shift time.
Help volunteers with policies and procedures, such as using iCarol forms properly.
Support new trainees in the center by answering questions and informing them of policies and procedures during their listening shifts.
Help volunteers make same-week shift changes if they are present during your shift period.
Give feedback on calls: In person and on iCarol.
Communicate concerns about callers or volunteers to the Director and other staff members as appropriate.
Support volunteers by helping with difficult calls.
Communicate updates on banned or regular callers to volunteers in the center.
Debrief calls with volunteers.
Check on the welfare of volunteers, especially after difficult calls.
Assist with suicide calls and ensuring accurate completion/review of all related call reports/forms.
Coordinate rescue services to callers when needed.
Call Rescue if needed and filling out Follow up to a page form.
Perform office duties.
Ensure stations are cleaned; stations have note paper, and suicide risk assessments.
Clean the kitchenette area: making sure coffee pot is clean, fridge is cleaned out of old food, and organized.
Attend weekly staff meetings and monthly EC meetings.
Assist with training, including recruitment, interviewing, mentoring, and role-play training when able.