Volunteer Program Coordinator

HopeLink Behavioral Health•Oakton, VA

12d•Remote

About The Position

For more than 60 years PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging. SUMMARY STATEMENT OF POSITION: The Volunteer Program Coordinator (VPC) is responsible for providing direct support to Crisis Representative volunteers during their scheduled shifts. The VPC ensures volunteers are provided immediate and direct support during training and scheduled shifts.

Requirements

High school diploma or GED. Certified Peer Support Specialist a plus.
Training or at least two years' work experience in crisis intervention and/or suicide prevention.
Cultural competence in working with diverse populations.
Ability to work individually and within a team environment and adjust to changes in workflow daily.
Adaptability to changes in environment and situations
Strong and effective communication skills and accepts criticism and feedback
Dependability by following instructions, responds to management direction and keeps commitments
Meets attendance punctuality guidelines
Maintains emotional self-awareness and manages relationships positively
Focuses on solving conflict, not blaming and building interpersonal relationships
Contributes to building a positive team spirit and exhibits objectivity and openness to others views.

Nice To Haves

Experience in crisis intervention, suicide prevention, or other human services preferred.
Experience in remote work environments preferred.
Certified Peer Support Specialist a plus.

Responsibilities

Participate in the Virtual Call Center by greeting and connecting with Volunteers as they arrive and during their shift to maintain support.
Provide volunteers with weekly updates about any programmatic or operational changes.
Facilitate communications with Shift Supervisors and volunteers alike and provide debriefing and emotional support after a call when necessary to volunteers and interns.
Communicate important updates to volunteers on shift via Microsoft Teams, Five9, and other CrisisLink specific platforms.
Audit call reports for accuracy and provide written and verbal feedback where appropriate.
Check in with volunteers on shift by using virtual call center shift plan and reach out to those absent from their shifts.
Provide technical support on tools and platforms used with CrisisLink (i.e. computer and phone systems).
Provide a safe environment for volunteers to self-disclose, seek consultation, and appropriately address concerns.
Provide support as needed during onboarding and training of new volunteers during live training sessions.
Manage important training deadlines for volunteers and send written reminders before training sessions and when asynchronous materials are due.
Provide ongoing training support to ensure Quality Assurance objectives are met.
Maintain 3 hours per week of hotline or chat coverage to ensure skill maintenance and awareness of current stressors and experiences provide crisis services.