Part Time Crisis Line Shift Supervisor

Job Description:

Position Summary
Crisis Line Shift Supervisors provide supervision and technical support to a team of dedicated and passionate volunteers and interns. The Shift Supervisor position answers calls on a 24 hour crisis line and ensures that the crisis intervention, information, and referral services meet the needs of the community, adheres to the highest possible ethical standards, and comply with the rules and procedures outlined in the program operations manual. This role is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment.

The primary duties of the position include providing crisis intervention counseling and shift supervision on the agency’s 24-hour telephone crisis lines. You must be open to emergency fill-in shifts, attending/leading team huddles at the start of every shift, and attending mandatory weekly group supervision meetings.

Schedule: Part-time (20-29 hrs/wk) position

• Monday 12:00 AM - 4:00 AM
• Tuesday 8:00 AM - 12:00 PM
• Wednesday 12:00 AM - 4:00 AM
• Thursday 12:00 AM - 4:00 AM
• Saturday 12:00 AM - 4:00 AM

Remote Work Eligibility: Eligible for hybrid work after initial training. Office located in North Oakland. Must be a California resident.

Pay: $28.00 per hour base pay with shift differentials (up to $5 per hour) for evening, weekend, and overnight shifts

Benefits: Part time employees are eligible for retirement plans and partial coverage of medical and dental insurance.

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

Volunteer and Intern Management

• 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

Administrative Responsibilities

• Accurate documentation of work

Answer the 24 hours crisis lines, and After-Hours lines

• 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

Personal and Professional Development

• Participate in volunteer and staff training, supervision, and development activities as required
• Attend staff, consultation and knowledge share meetings

Supervision/Direction Received
Shift Supervisors report to one of the Crisis Line Coordinators and will utilize consultation as needed. They attend/lead team huddles at the start of every shift. This position receives one hour of supervision a week during the introductory period of employment, after which they will receive a minimum of 30 minutes of individual supervision per month. This position will utilize consultation as needed. In addition, the Shift Supervisor will attend 1.5 hours of weekly group supervision. Shift Supervisors are strongly encouraged to attend all Staff Meetings on 2nd and 4th Wednesdays 9:30-10:45 am when their schedule allows.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.

Minimum Requirements

• 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

Additional Requirements

• Proof of vaccination against Covid-19 required
• Must complete Background Check (DoJ) and LiveScan

Agency Mission & Values

Agency MissionTo reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent self-harm of those who are actively suicidal, and to offer hope and caring during times of hopelessness.
Agency ValuesWe care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve. The following behaviors are how we operationalize our values.
Justice, Equity, Diversity, and Inclusion Statement CSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors, CSS commits to the following:

• 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.

About Crisis Support Services of Alameda County

Founded in 1966, Crisis Support Services of Alameda County offers a broad range of counseling, education and prevention services in a safe environment. CSS’ 24-hour crisis hotline responds to more than 65,000 calls each year. Services include on-going therapy groups, school-based counseling, supportive services for seniors, suicide prevention for youth; and community education.

Crisis Support Services of Alameda County recognizes and understands the impact of trauma including the challenge of accessing supportive services. Our mission is to provide a welcoming and safe environment, rooted in the belief that through collaboration with clients at every stage of service healing is possible.