Staff Supervisor Regional Services (65459)

Volunteers Of America Western Washington•Everett, WA

2d•$29 - $32•Remote

About The Position

This full-time, hourly position is responsible for assisting in the management and leadership of the Regional Crisis Line programs (RCLs), including directly supervising the Crisis Counselors answering calls on the Greater Columbia, North Sound, and Salish RCLs. Regional Shift Supervisors work shifts to provide support to staff across the 24-hour day. The Regional Staff Supervisor is responsible for all aspects of staff management including maintaining the 24/7/365 staff schedule, performance measures, and timecard management. This position assists in identifying trends in metrics and generating reports. This position is responsible for contributing to the QA/QI processes and collaborates with the training department to facilitate new hire onboarding and will provide coaching, mentoring, and consultation to the RCL counselors thereafter.

Requirements

A master’s degree in psychology, social work, or related field
Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
Three (3) years of recent, directly related experience, including (1) year of supervisory experience
Courteous, empathic, and professional demeanor
Strong problem-solving and information-gathering skills
Superior communication skills to convey information clearly and effectively
Ability to multitask and manage projects to ensure compliance with deadlines
Respect for diversity and cultural competency
High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof
Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations
No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery

Responsibilities

Provide remote, 24/7 and after-hours supervision to the RCL programs, including consultations, debriefing, arranging coverage, and other duties as needed
Collaborate across Behavioral Health programs to promote alignment and coordination in crisis services throughout the department
Create and maintain a remote platform using Microsoft Teams for staff training, enrichment, support, and overall supervision
Assist in staff interviews and new hire onboarding process, including interview follow-up, Paycom onboarding, and remote technology set-up
Maintain the 24/7 Crisis Counselor schedule, schedule/facilitate breaks to reduce impact on call metrics
As needed, answer incoming RCL calls and engage the client in emotional support, utilizing suicide intervention techniques as appropriate
Silent monitor staff calls periodically and assist with police intervention and other reporting procedures
Track metrics and identify trends, implement measures to improve metrics on an ongoing basis
Audit Police Interventions and CPS/APS reports monthly
Monitor staff compliance with Best Practices and agency/department policies and standard operating procedures
Assist in retention and engagement strategies to continually energize existing Behavioral Health staff
Actively participate in audit and accreditation activities
Other duties as assigned