Status: Full-Time/Exempt
Reports To: Crisis Lines Director
About the Organization: Lines for Life is a non-profit dedicated to building hope every day by preventing substance abuse and suicide and promoting mental wellness. 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: Lines for Life is creating a new shift that overlaps with its current day and swing shifts, where the core hours will be 12:30 pm – 9 pm to meet the needs resulting from an anticipated increase in call volume during those hours. Lines for Life is looking to hire 2 new Shift Supervisors to provide clinical leadership to Crisis Intervention Specialists during this new early swing shift. 1 of these positions will regularly work Sundays – Thursdays and the other position will regularly work Tuesdays – Saturdays. We’re looking for someone who has a graduate degree or is enrolled in a graduate degree program, has experience in the field of crisis intervention, and possesses strong leadership skills.
Duties:
- 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 and volunteers follow protocols and apply best practices for crisis intervention;
- Provide sound clinical judgment to volunteers and Crisis Interventions Specialists during challenging cases;
- Ensure staff and volunteers submit call reports in an accurate and timely manner with the relevant clinical information;
- Perform regular call monitoring of staff and volunteers as directed by the Quality Assurance team;
- Triage calls and collaborate with coworkers to minimize caller’s wait time and ensure that the lines remain available for callers in escalated crisis;
- 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 volunteers and escalate when additional support is required; and
- Perform other duties, such administrative and organizational tasks as needed.
Required Qualifications:
- Graduate degree in psychology; social work; or a behavioral science field. Candidates enrolled in a graduate degree program will also be considered.
- 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.
Preferred Qualifications:
- Experience in a call center environment
- ASIST certification
- Veteran or military experience and knowledge of the Veteran’s Administration
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 regularly work Sundays – Thursdays or Tuesdays – Saturdays between 12:30 pm – 9 pm.
- 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 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.
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.