National 988 Backup Chat Shift Supervisor

Assesses caller needs, provides information about or linkage with appropriate service providers, offers advocacy assistance when required, and follow-up, when necessary, to ensure that the individual’s needs were met. Provides leadership, guidance and problem-solving for Crisis Contact Chat Specialists on the shift, assists with gathering information for reporting, provides analytic reporting in real time to staff, and assists with routine technical assistance where needed. Serves in an on-call capacity on a rotating basis. Provides chat coverage when chat volume and scheduling require. Maintains effective listening skills, information and referral and crisis intervention services to chatters in 24/7 call center setting.

JOB RESPONSIBILITIES:

•Applies analytic skills to chat center metrics, real time adherence reporting, forecasting, hourly SLA, and agent stats.

•Provides coverage to Backup Chat Center as needed to ensure service level requirements are met.

•Provides weekly feedback sessions with Crisis Contract Chat Specialists.

•Assists in maintaining the accuracy of the resource database by reporting changes in resources as aware.

•Works cooperatively with Crisis Contact Chat Specialists/Interns/Volunteers by sharing knowledge of resources, use of database, and other skills.

•Assists with the completion of new employee orientation and Phone Based Services Training.

•Provides chat coverage when chat volume and scheduling require to do so.

•Participates in the “On-Call” rotation, and is responsive to calls at any time, day or night.

•Assist with outreach activities and presentations.

•Responsible for staffing shifts in the event of an employee absence, and to fill in for those shifts if a replacement cannot be found.

•Advises managers of needs within the Call Center. Attends in-services and continuing education events to improve skills and be alerted to changes in policies or procedures. Actively participates in HeartLine’s community disaster/emergency response plan. Achieves AIRS, AAS, or CIRS certification within 2 years of employment.

Minimum bachelor level education or experience equivalent; lived experiences. Experience in community non-profit a plus. Supervisory or management experience helpful.

REQUIRED SKILLS AND ABILITIES:

Strong verbal skills, computer skills required. Ability to work with volunteers, ability to show compassion and nonjudgmental attitude while assisting chatters with diverse and complex needs. Ability to work with diverse staff member needs and abilities. Ability to handle stress due to scope and type of chats that may be received. Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

WORK ENVIRONMENT:

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. There are opportunities for participation, challenge, and broadening experiences. The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Routine office environment.

*Must be in the state of Oklahoma