Supervisor Crisis Center Resources

AFMC • Full-time • Remote (Little Rock, Arkansas) • 3d ago

Description

SCOPE OF POSITION:
Collaborate and supervise staff to meet deliverables for the AFMC 988 Helpline. Document services rendered and provide reporting as required for all active contracts, grants, Vibrant, and International Council for Helpline (ICH) standards. Responsible for ensuring staff receives onboarding training, updates and timely information for all departmental policies including all Crisis Center and ICH policies. Provide communication, education, and promotion of mental health program resources to the consumers and crisis center staff. A supervisor must be able to monitor the staff, lead them in a positive direction, provide training and feedback on all 988 Helpline and Crisis Center call/text/chat handling, and take corrective action when necessary. Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect and Teamwork.

ESSENTIAL JOB FUNCTIONS:

Provide 24 hour / 7-days a week supervision to AFMCs 988 Suicide and Crisis Lifeline Center as an active and hands-on supervisor to meet the needs of all call/text/chat handling and supervisory needs.
Direct, coach, and evaluate assigned staff. Develop standards of staff performance and set annual performance objectives. Ensure the quality and accuracy of employees’ work product and that staff meet performance goals within designated time frame.
Monitor assigned staff’s performance for accuracy, quality, timeliness, adherence policy, and follow up.
Assist staff in problem resolution. Serve as a resource and mentor for staff.
Maintain expertise for all contracts, grants, Vibrant and ICH standards to ensure all deliverables and required activities are completed timely.
Responsible for the resolution of customer/client requests including research, referral, policy review, revision and development, documentation, and follow up in accordance with established policy/procedures.
Communicate effectively with customers and/or recipients. Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project.
Act as a resource to internal and external customers for information pertaining to the Crisis Center and other specialty areas focus.
Understand and utilize project-tracking database to document and monitor services/activities provided and to compile a comprehensive database of activity. Maintain accurate statistical data to meet contractual and other reporting requirements.
Coordinate the timely collection and data entry of all required documentation.
Assist in the creation and maintenance of necessary reports/documents to track and report project information. Prepare ad hoc reports and/or statistics as directed.
Monitor specific items within the area of focus, provide recommendations/feedback to crisis center staff and external customers for quality improvement and follow through for compliance of recommendations for improvement.
Assist in the development, production, maintenance, and delivery of training and educational materials/activities.
Adhere to format, content, and style guidelines, giving consideration to usability and ensuring accuracy, consistency, and quality.
Communicate needs and requests to other team members as appropriate.
Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
Additional duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Must possess intermediate level computer skills (Excel, Word, PowerPoint, and Outlook)
Type 50 wpm
Exceptional skills in business English and spelling
Ability to maintain confidentiality
Knowledge of mental health issues, suicide risk factors, crisis intervention, and de-escalation
Empathy and compassion Interpersonal skills and the ability to build rapport with individuals in distress
Familiarity with community resources and mental health services
Strong oral and written communication skills, including a clear and expressive speaking voice
Creativity
Customer service
Ability to meet deadlines
Attention to detail
Flexibility
Ability to work collaboratively and independently to achieve stated goals
Initiative
Ability to relate professionally and positively with staff, business partners, customers, constituents, beneficiaries, and the public
Ability to multitask
Ability to prioritize
Strong organizational skills
Problem solving skills
Professionalism
Project management and technical skills
Ability to read, interpret and apply laws, rules, and regulations
Knowledge of quality improvement processes and techniques
Time management skills
Willingness to work flexible hours, including evenings, weekends, and holidays
Ability to work overtime as needed

Requirements

Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices):
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to travel as needed. Must be able to lift and transport 25 pounds. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.

EDUCATION:
: Associates degree in Social Work, Psychology, Counseling, or other related field.
Desirable: Bachelors degree in Social Work, Psychology, Counseling, or other related field.

EXPERIENCE:
: Three (3) years’ experience in crisis or call center. One (1) year leadership experience.
Desirable: Five (5) years' experience in the related field. Three (3) years’ leadership experience. Certification in crisis intervention or suicide prevention.

INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi-Fi)