Status: Full-Time/Non-Exempt
Reports To: Military Crisis Lines Shift Supervisor
Application Deadline: August 16, 2019
Position Summary: This position assists the Military Crisis Lines Shift Supervisors with on-the-floor supervision and coaching of Lines for Life’s Military Crisis Intervention Specialists to ensure that all Veteran’s Crisis Line and Military Helpline calls are answered with care and compassion, and within the scope of the program as outlined by the Veteran’s Administration and Military Helpline.
Responsibilities:
- Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies;
- Assist with onboarding new staff and provide on-the-job training as needed to ensure staff follow protocols for the Veteran’s Crisis Line and apply best practices for crisis intervention;
- Collaborate with Shift Supervisors to monitor the live call statistics reader board and help Military Crisis Intervention Specialists with triaging calls and to ensure that the lines remain available to callers in escalated crisis;
- Assist with developing rescue plans and contacting emergency services when necessary;
- Provide sound clinical judgment to Military Crisis Interventions Specialists during challenging cases;
- Ensure staff submit call reports in an accurate and timely manner with the relevant clinical information;
- Complete mandatory trainings and workshops to remain knowledgeable about the latest policies and protocols and equipped to apply crisis intervention tools & techniques;
- Troubleshoot technical issues with staff and escalate when additional support is required; and
- Answer calls on the primarily the Veteran’s Crisis Line but also on Lines for Life’s other crisis lines, promptly with compassion and in accordance with Line for Life’s training expectations and scope;
- Attend team meetings; and
- Perform other duties, such administrative and organizational tasks as needed.
Required Qualifications:
- Bachelor’s degree in psychology; social work; or a behavioral science field.
- Crisis intervention experience.
- Able to stay calm when handling stressful situations and skilled in problem-solving.
- Strong communication and interpersonal skills.
- Experience coaching and training others and the ability to provide constructive feedback.
- Able to enforce protocols in order to ensure that the lines remain available for incoming crisis calls without compromising the service levels.
- Able to provide sound clinical judgment.
- Skill in discerning the difference between an acute, time-limited personal crisis and a chronic, ongoing mental illness
- Knowledge of the fundamental principles, methods and theories of psychology, as well as the relationship of substance abuse to depression, suicide, and violence
- Skill in identifying and appropriately responding to the warning signs for potential suicide including suicidal ideation, plans, means, and lethality
- Proficiency in web-based computer environment and multi-line phone system.
Preferred Qualifications:
- Graduate degree in psychology; social work; or a behavioral science field.
- Veteran or military background and knowledge of the Veterans Administration
- Experience in a call center environment
- ASIST certification
Physical Requirements:
- Work is primarily conducted in an office environment, but may require standing for long periods of time during trainings. This position requires high energy, patience and controlling one’s emotions, as well as the ability to think analytically.
Work Schedule
- This position will typically work five days per week between 7:45 AM – 4:15 PM and may include working weekends. It requires the flexibility to occasionally stay beyond the scheduled shift to assist staff with wrap-up and occasionally working outside of these hours when the VA’s call center goes down.
- This position requires the ability to work in the Portland office and it is expected that staff will work during their scheduled shifts in the event of inclement weather conditions.
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. Lines for Life is an equal opportunity employer.
Lived Experience: Lines for Life encourages individuals with lived experience to apply. This includes individuals who have undertaken their own recovery journey or supported someone through a recovery journey from mental health conditions, suicidal struggles, and/or substance abuse. They have the capacity to draw upon and use their own lived experiences to help others and prevent suicide and substance abuse and promote mental wellness.
EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.