GC Crisis Shift Manager

General Function:
This position is a non-exempt, hourly position, responsible for assisting in the overall operations of the crisis line including providing ongoing coaching to new and existing staff, case consultations, and working collaboratively with the Program Manager to ensure efficiencies, exceptional level of customer service and compliance with funder contractual obligations. Support the values and mission as related to employment. This position requires shift work as assigned.

Principal Duties and Responsibilities:
Provide real-time feedback to program staff regarding call handling and customer service

Provide written QA/QI reports to assigned staff

Participate in the training of new staff and provide coaching and mentoring to existing staff

Provide clinical consultation to staff and troubleshoot complex cases

Troubleshoot technology/workstation issues and communicate directly with the Technology Operations Manager to resolve the problem

Schedule/facilitate breaks to have the least amount of impact on call metrics

Assist the Program Manager to find coverage for any absences occurring during the assigned shift

Email any changes in staff hours worked to the Program Manager

Provide weekly staffing report to Program Manager during Shift Manager meeting

Follow program policies and procedures in compliance with contracts and the law

Consult with the Program Manager on any issues or questions about compliance, such as HIPAA

Ensure exceptional customer service and effective, efficient program operations

Enforcing policies and procedures while maintaining a supportive, trauma informed, environment

Be an active, contributing, positive support of the Behavioral Health management team

Complete required training as assigned

Other projects as assigned by the Program Manager, Operations and/or Clinical Director

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Qualifications:
Masters degree in behavioral science, counseling, or related field

Registered with an agency affiliated credential within 30 days of employment required; licensure in the State of Washington or the ability to become licensed strongly preferred

Prior supervisory or management experience preferred

Crisis intervention and call center experience preferred

Have strong interpersonal skills, interact well with others, and effectively communicate with staff

Demonstrate commitment to team objectives and the Code of Ethics

Excellent verbal, written, and customer service skills

The ability to multi-task, apply problem-solving skills and seek out information until a solution is implemented

Ability to adapt and be flexible to changes in protocol and program needs

Effect on End Results:
Outstanding customer service and well-functioning crisis line team

Exceptional quality of care to all program staff and clients

Excellent organizational skills, open communication, and addressing issues in the call center as they arise

Covid 19 Vaccination: VOAWW requires all employees to be fully vaccinated against the COVID-19 (SARS-CoV-2) virus with an FDA-approved vaccine. Fully vaccinated is defined as 14 days after the final vaccination dose has been administered. Vaccination cards, other electronic proof of vaccination, or approved ADA (Americans with Disability Act) Accommodation requests based on medical or sincerely held religious beliefs will be required as a condition of employment.