988 Virginia Call Center Supervisor Position 1st and 3rd shift

The Shift Supervisor is responsible for supervision and direct quality assurance of employee and volunteer crisis workers scheduled on his/her shift. This requires the ability to serve as an expert on call center operational protocols, personnel management, as well as provide support and supervision regarding crisis situations. Shift Supervisor may also provide direct telephonic service to callers and texters who use our crisis line, as necessary, which requires rapid assessment of complex behavioral health situations, development and recommendation of appropriate crisis interventions to be implemented with individual clients, their families, and a wide variety of community helpers, including law enforcement and EMS personnel.

First Shift:

7:00 am- 3:30pm: Saturday, Sunday, Monday, Thursday, Friday

Third Shift:

8:00 pm-4:30 am- Saturday, Sunday, Monday, Thursday, Friday (Looking for flexibility to cover 2nd or 3rd when needed, if possible)

Salary: $45,860

Full benefits including medical, dental, and more!

Are you a good fit for the Crisis Services Team?

• Do you have experience in coaching, mentoring and leading teams?
• Do you have strong communication skills, including the ability to present information clearly and be easily understood?
• Are you well organized, feel comfortable training and instructing others?
• Do you have a private area to work remotely?
• Are you able to work individually and within a team environment and adjust to changes in the workflow as required?

If so, you might just be perfect for this Supervisory position!

PRIMARY DUTIES:

• Receive and respond appropriately to incoming calls from clients, families, law enforcement, and community members alongside volunteers and employees.
• Provide guidance to volunteers and employees in accordance with the PRS CL Code of Ethics.
• Provide technical support on tools used within Crisis Services (i.e. computer and phone systems).
• Demonstrate respect for cultural and individual differences with external and internal contacts.
• Provide in the moment supervision and support to crisis workers on their shift.
• Support day to day operations as identified, including the collection and approval of timecards, ensuring appropriate overtime/emergency, procedural notices, etc. Recommend staffing changes, as necessary to Lead Shift Supervisor.

QUALIFICATIONS:

• At least two years' work experience in crisis intervention and/or suicide prevention required.
• Experience in telephonic and text crisis management and call center environment preferred.
• Demonstrated experience in a team lead, supervisor, management role or direct supervision and management of volunteers or employees required.
• Awareness of, or experience in mental health, substance abuse treatment, crisis management or other related systems is required.

All shifts are remote and Eastern Standard Time

Weekend and holiday availability required

HopeLink formally know as PRS is recognized as one of the 50 Best Nonprofits to Work for in the U.S. We provide behavioral health, crisis intervention, and suicide prevention services. Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration.

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

'Where Hope Meets Help.'

HopeLink is an Equal Opportunity Employer

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming