Crisis Line Program Coordinator

Crisis Support Services of Alameda County•Oakland, CA

2d•Hybrid

About The Position

The Crisis Line Program Coordinator is responsible for supporting efforts to manage and enhance caller and counselor care and assisting the Crisis Line Managers in maintaining the day to day operations of the crisis line program. The position directly supervises 8-10 crisis line staff. The position will help carry out priorities that support growth, quality assurance, policy development, and infrastructure development on the crisis line. The position will ensure the program is in compliance with accreditation standards set by the American Association of Suicidology, International Council for Helplines, National Sucicide Prevention Lifelines (Vibrant/988), Alameda County Behavioral Health, and California 988. This person will possess an understanding of laws and regulations regarding mental health and social service programs and the ability to apply state, federal, and local regulations related to client care in the crisis line. It is expected this position will consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care.

Requirements

Minimum 1 year supervisory or training experience
Minimum 1 year experience working in counseling and/or the mental health field; or comprable volunteer or work experience.
Some administrative experience.
Comfortability with use of Microsoft Office (Excel, PowerPoint, Word) and gSuite including gDoc and gSheets

Nice To Haves

Experience in crisis intervention or suicide prevention preferred
Is committed to ongoing self reflection and will have the ability to lead with values of cultural humility.
Must be able to demonstrate the ability to effectively, sensitively, and respectfully relate to people from different identities and backgrounds.
Possesses excellent public speaking, writing, interpersonal, and organizational skills

Responsibilities

Helping to create systems or operations to support expansion of staff and increase in call volume.
Support with training and implementation of new systems, such as database changes or updates, and policies, procedures and protocols for answering calls, providing counseling and documenting calls.
Participate in recruitment, hiring, onboarding, and termination of crisis line staff
Provide training, feedback, mentorship, and group and individual supervision
Conduct performance evaluations and initiate progressive improvement as appropriate
Track attendance and approve schedules and timesheets
Complete note review for supervisees
Collaborate with the Quality Assurance Team to participate in silent monitoring and quality assurance improvement for crisis line staff and volunteers.
Participate in training: leading training classes, facilitating role-play practices, and provide shadow-shift training to new volunteers as needed/assigned
Support crisis line staff with training, mentorship, and supervision for volunteers in collaboration with Volunteer Manager
Assist in event planning in collaboration with Crisis Line Managers as needed
Work regular crisis line shifts
Fill in for understaffed shifts during working hours
Support other understaffed shifts as needed/assigned
Provide on-call consultation support as assigned
Review crisis line schedule to support identifying gaps in coverage and come up with plan for coverage
Visit and observe crisis line shifts and recommend structural or procedural changes to Crisis Line Management/Leadership
Collaborate on creating and implementing policies, procedures and protocols related to our Crisis Line, receiving and answering 988 calls, and supporting counselor and caller care.
Collaborate on creating and implementing policies, procedures and protocols related to scheduling, staffing, and other personnel related areas.
Other duties as assigned