Reports To: Assistant Crisis Lines Director of Military Services
About the Organization: Lines for Life is a non-profit dedicated to preventing substance abuse and suicide because they touch so many families in our society. We have served thousands of people with addiction, mental health and suicide intervention services, treatment referral and drug prevention education. According to Oregon Business, Lines for Life is one of the 100 Best Nonprofits to Work for in the state.
Position Summary: This position supervises Lines for Life’s Military Crisis Intervention Specialists to ensure that all Veteran’s Crisis Line calls are answered with care and compassion, and within the scope of the program. This position requires the ability to triage crisis calls, make clinical judgments, and provide constructive feedback.
- Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies;
- 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;
- 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;
- 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;
- Assist with scheduling to ensure that there is sufficient staffing to answer 95% of the calls within 20 seconds when there are 15 or fewer calls per hour and 85% of the calls within 60 seconds when there are 16-30 calls per hour;
- Perform regular call monitoring of staff as directed by the QA & Contracts Line Manager;
- Assist with developing rescue plans and contacting emergency services when necessary;
- 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 escalates when additional support is required; and
- Answer Veteran’s Crisis Line calls promptly with compassion and in accordance with Line for Life’s training expectations and scope during high call volume periods; and
- Perform other duties, such administrative and organizational tasks as needed.
- Bachelor’s degree in psychology; social work; or a behavioral science field.
- At least 2 years of crisis intervention experience.
- Able to stay calm when handling stressful situations and skilled in problem-solving.
- Strong communication and interpersonal skills.
- Experience supervising, mentoring and training others.
- Able to enforce protocols in order toensure 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
- Proficient in web-based computer environment and multi-line phone system.
- 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
- 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.
- This position requires the ability to work between 7:45 am – 4:15 pm five days per week including weekends.
- This position requires the ability to requires the flexibility to occasionally stay beyond the scheduled shift end time to wrap up crisis calls and documentation.
- 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.
EEO: Lines for Life strives to create a diverse, inclusive work environment to better represent the communities that we serve. We are an equal opportunity employer.