Reports To: Crisis Lines Director
Position Summary: This position oversees Lines for Life’s Military Services programs, including its national Veteran’s Crisis Line (VCL) ambassador center and Oregon Military Helpline that offer real help and real hope 24/7/365 to service members, veterans and their families. This position provides leadership and clinical oversight to a team composed of 4 Shift Supervisors, an Outreach Specialist and about 25 Military Crisis Intervention Specialists. The Assistant Crisis Lines Director of Military Services ensures crisis and referral calls are answered with care and compassion in accordance with the scope of the program, and that the key performance indicators (KPI) set by the Veteran’s Administration (VA) are achieved.
- Demonstrate the culture of Lines for Life by modeling behavior that supports Line for Life’s and the Crisis Lines Program’s goals and philosophies;
- Provide strategic direction to the military services team at Lines for Life that aligns with the overall direction of the Crisis Lines program set by the Crisis Lines Director;
- Act as a liaison with the VA and Vibrant Emotional Health to ensure contractual requirements are met and that systems, policies and procedures provide service members, veterans and family members who call the Veteran’s Crisis Line with the best possible assistance;
- Manage and regularly meet 1-on-1 with the shift supervisors and Military Outreach Specialist to provide clinical guidance, mentorship, performance feedback, and creative problem-solving;
- Provide sound clinical judgment to Military Crisis Intervention Supervisors with challenging cases;
- Monitor the VCL KPIs and Quality Assurance (QA) reports prepared by the QA and Contracts Manager. Develop and recommend corrective actions;
- Ensure that VCL staffing needs are met by collaborating with HR to forecast call volume, recruit, interview, hire and retain staff and provide guidance to Shift Supervisors on scheduling decisions;
- Collaborate with the Clinical Training Coordinator to maintain a training program that is synonymous with the VCL Advanced Responders Training and ensure that all Military CIS staff are able to pass the exam and well-equipped to answer Veteran’s Crisis Line calls with compassion and care and within the scope of the program;
- Provide support to the Military Services team including assistance with rescues during catastrophic events and periods of high call volume when the regular call takers are at full capacity to ensure that each call is answered in a timely manner and submits call reports; and
- Collaborate with the Military Outreach Specialist on developing and maintaining an outreach strategy to inform service members, veterans and their families about the Military Helpline service.
- Be knowledgeable of the Military Services budget and make budget recommendations to the Crisis Lines Director;
- Attend and actively participate in staff and leadership meetings;
- Perform other duties as assigned.
- Graduate degree in psychology; social work; or a behavioral science field.
- At least 2 years of crisis intervention experience required.
- At least 2 years of leadership and management experience required, 5 years preferred.
- Extensive understanding of military culture and the Veterans Administration systems.
- Able to establish protocols in order to ensure that the lines remain available for VCL calls without compromising the service levels.
- Strong communication and interpersonal skills to support colleagues in the crisis center and establish rapport with callers.
- Ability to manage a large department and complex programs involving high-pressure services.
- 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
- Able to provide sound clinical judgment with challenging cases.
- Able to stay calm when handling stressful situations and skilled in problem-solving.
- Proficient in Microsoft Office, a web-based computer environment, EMR systems, and a multi-line phone system
- Veteran or military background.
- Experience managing a complex call center environment
- ASIST certification
- Certification or license in a mental health or social services related field preferred including AAS (American Association of Suicidology) Crisis Worker Certification); Licensed Clinical Social Worker (LCSW); Licensed Mental Health Counselor (LMHC); Licensed Marriage and Family Therapist (LMFT), etc.
Travel and Schedule Requirements
- Generally work 40 hours a week, including some holidays and weekends in order to meet crisis lines staffing needs and provide weekend trainings.
- This position requires occasionally travel for conference, trainings, outreach, and networking opportunities.
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.
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.