Manager, Contact Center Support Programs

The Job/What You'll Do:

The Manager, Contact Center Support Programs (Peer Support) is responsible for overseeing all operational and programmatic aspects of the Peer Support and SAFEDVS programs under the direction of the Director, Contact Center Operations and Clinical Services. These duties include but are not limited to - maximizing the effectiveness and efficiency of Warm Line and SAFEDVS operations through active and direct monitoring of Warm Line and SAFEDVS staff and program performance. Performs tasks within the context of inspiring hope and supporting recovery and resiliency.

Responsibilities:

• Maintain awareness of specialist's floor activity to ensure adherence to Solari policies
• Monitoring of calls when needed to ensure performance standards are met
• Meets with staff and Team Leads to ensure the needs of the teams and lines are met
• Provide coaching and training of staff should productivity or quality warrant
• Available to assist and monitor staff and Team Leads
• Daily monitoring of stats including abandonment rate, avg. speed of answer, and after-call work
• Respond quickly and effectively to problems related to staff performance, issues with either line, and/or staffing concerns
• Ensures all program procedures are accurate and up to date, attend all internal meetings related to quality, procedure, and compliance.
• Ensure practices and procedures meet performance standards and stay consistent with best practice or consistent with the expectations of the funder
• Maintain a positive and collaborative relationship with System providers, and community stakeholders
• Responsible for assisting department director on program changes, updates and concerns inclusive of IT, outages, and testing all floor related CCX and ININ changes
• In conjunction with the Director, CCO&CS collaborates on recruitment and hiring of program staff.
• Quality of care call investigation, mediation, and resolution coordinating at the direction of the Director, CCO&CS
• Promote and recognize positive behaviors of staff in areas such as, praise from clients, payor sources or others.
• This position has on-call, onsite, and weekend coverage responsibilities as needed
• Other duties as assigned

Knowledge, Skills, Abilities:

• Knowledge of principles of recovery; Arizona system principles; Exceptional interpersonal skills; Accountable to individuals served; Empathetic; Good verbal communication skills.
• Must possess strong verbal and written communication skills
• Ability to establish good professional working relationships with all levels of employees and community stakeholders
• Demonstrated leadership skills; Ability to manage positive working relationships while functioning in a high volume, fast paced working environment
• Dependable; 24/7/365 availability
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared
  Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 5 years of experience in the field;
  • 2-4 years of dispatch, first responder, healthcare or public safety work experience or
  • 3-5 years of crisis work required
• Lived personal experience with recovery
• 1 year of leadership experience required
• Completion of Peer/Recovery Support Specialist Certification, required
• Associates Degree
  • A comparable combination of education/experience and/or training will be considered equivalent to the education listed above