Reports To: Crisis Lines Shift Supervisor
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: This position assists the Crisis Lines Shift Supervisors with on-the-floor supervision including managing call flow, providing clinical judgments, supporting with rescues, troubleshooting technology issues, and on-the-job training of Lines for Life’s Crisis Intervention Specialists and Crisis Lines Volunteers to ensure that all crisis calls are answered with care and compassion. Lines for Life currently has 2 Team Lead openings: 1 during its new 12:30 pm – 9 pm shift and 1 during its overnight shift 9 pm – 7:30 am.
- Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies;
- Assist with onboarding new staff and volunteers and provide on-the-job training as needed to ensure staff follow protocols and apply best practices for crisis intervention;
- Collaborate with Shift Supervisors to monitor the live call statistics reader board and help Crisis Lines volunteers and 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 Crisis Lines 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;
- 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 Lines for Life’s other crisis lines 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.
- 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.
- Graduate degree in psychology; social work; or a behavioral science field.
- Experience in a call center environment
- Veteran or military background and knowledge of the Veterans Administration
- 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 will typically work five days during the 12:30 pm – 9 pm early swing shift or 4 days during the 10 pm – 7:30 am overnight shift. The days of the week will be determined at a later date, but will likely include working weekends. It requires the flexibility to occasionally stay beyond the scheduled shift to assist staff with wrap-up.
- 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.
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.