Reports To: Assistant Crisis Lines Director of Military Services
About the Organization: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities, and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance use, mental health challenges, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.
Position Summary: This position supervises Lines for Life’s Crisis Intervention Specialists and volunteers to ensure that all crisis calls, especially on the Veteran’s Crisis Line, 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;
- Supervise Military Crisis Intervention Specialists, including meeting with them regularly in small groups for clinical skills development and communication, and 1-on-1 to provide coaching, professional development support and performance feedback, reviewing timesheets for accuracy, and completing annual performance appraisals;
- Provide sound clinical judgment to crisis lines staff and volunteers during challenging cases;
- Perform regular call monitoring of staff as directed by the QA & Contracts Line Manager;
- Provide on-the-job training as needed to ensure staff follow protocols for the Veteran’s Crisis Line as well as on Lines for Life’s other crisis lines, and apply best practices for crisis intervention;
- Monitor the live call statistics reader board and help crisis lines staff and volunteers with triaging calls and to ensure that the lines remain available to callers in escalated crisis;
- Ensure staff submit call reports in an accurate and timely manner with the relevant clinical information;
- 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;
- Act as a back-up to Team Leads to troubleshoot technical issues with staff and escalates when additional support is required; and
- Answer crisis line calls 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.
- Graduate degree in psychology, social work, or a behavioral science field; OR Bachelor’s degree and enrolled in a psychology, social work or behavioral science graduate degree program.
- 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 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
- Proficient in web-based computer environment and multi-line phone system.
- 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 6:45 am – 3:15 pm five days per week, Tuesdays through Saturdays.
- 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.
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.
All Lines for Life employees must be approved to work by the Oregon Department of Human Services’s Background Check Unit. Background checks are completed after a conditional offer of employment has been extended.