
Hybrid Full Time Crisis Line Shift Supervisor bei Crisis Support Services of Alameda County
Crisis Support Services of Alameda County · Oakland, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Oakland
Pay: $28.00 per hour base pay with shift differentials (up to $5 per hour) for evening, weekend, and overnight shifts
Job Functions
Shift Management and Build Connection on Shift
- Monitor calls and provide feedback and consultation to volunteers
- Manage call volume and set limits that support callers
- Provide consultation and coordinate referrals to CPS, APS, and emergency services
- Supervise and provide consultation on After-Hours calls
- Communicate all relevant information to the next shift supervisor and coordinator
- Provide technical support
- Help foster an environment of dignity and respect
- Other duties as assigned
- Provide supervision to volunteers and interns.
- Supervise, coach, and mentor volunteers and interns assigned to you
- Track volunteer and intern progress and performance
- Review volunteer and intern call notes for professionalism and accuracy
- Provide shadow shift training for incoming volunteers and interns as assigned
- Accurate documentation of work
- Provide follow-up support to high risk callers.
- Respond to and triage calls on the 24 hour crisis hotline
- Document a note for every contact in the Apricot database
- Update new and existing referral sources as needed
- Participate in volunteer and staff training, supervision, and development activities as required
- Attend staff, consultation and knowledge share meetings
Supervision/Direction Received
Level of Authority
- Assign calls to volunteers to manage workflow on crisis line shifts
- Approve and schedule volunteer and intern breaks during shift
- Block callers for up to 3 days who are using abusive, aggressive, or disruptive behavior
- Decide when to break confidentiality for mandated reporting and imminent risk calls - The agencies you can break confidentiality with include: CPS, APS, Ombudsman, law enforcement agencies
- Recommend breaking confidentiality for imminent risk (consultation is mandatory) - if breaking confidentiality with the caller themselves, a caller’s family member, another crisis line or community mental health agency
- Recommend program policies, practices, and purchases that increase the effectiveness of the crisis line program
- Recommend volunteer/intern disciplinary actions (performance improvement plan, volunteer termination)
Qualifications
- Establish rapport, build productive caller relationships, and take responsibility for caller feedback.
- Recognize that caller-centered solutions and connectedness are key to providing crisis line intervention.
- Display confidence and composure in crisis situations.
- Communicate effectively and compassionately with volunteers, staff, and callers.
- Work collaboratively with others and to accept constructive feedback.
- Work independently using creativity and resourcefulness.
- Willingness to continuously improve skills through supervision, research, and individual development.
- Recognize the value that diversity and culture bring to an organization.
- One year of mental health experience required.
- One year of crisis line phone counseling experience preferred – including completion of crisis line training.
- Graduation from an accredited college or university with an associate’s or bachelor’s degree in a social science or closely-related field is preferred. This may be substituted for comparable work experience.
- One year experience in supervising staff and/or volunteers preferred
- Proof of vaccination against Covid-19 required
- Must complete Background Check (DoJ) and LiveScan
Agency Mission & Values
- Encourage and support education, self-reflection, and both personal and professional development for all levels of CSS workforce and governance.
- Develop and provide services that incorporate the wisdom of the communities that CSS serves.
- Advocate for and promote policies that serve the mental health needs of diverse communities within Alameda County with the goal of creating a more robust crisis continuum that is not dependent on law enforcement and correctional facilities.
- Openly request, receive, and utilize feedback provided by community members and partner agencies to develop policies and processes.
- Continuously and critically review CSS policies, practices, and performance to demonstrate adherence to the diversity, equity, and inclusion commitments.
Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.