Crisis Shift Manager

Volunteers of America; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading non-profit organization seeks a full-time Behavioral Health Supervisor to provide real-time feedback and training for crisis intervention staff. The ideal candidate will possess a Master's degree and relevant licensure, demonstrating strong communication and problem-solving skills. Join a dedicated team committed to delivering exceptional care and support for behavioral health services.

Benefits

Vacation up to 200 hours

Sick time up to 108.64 hours

Medical, Dental, and Vision

403(b) Retirement Plan matching

Professional Development opportunities

Qualifications

• Masters degree in behavioral science, counseling, or related field required.
• Registered with an agency affiliated credential within 30 days of employment required.
• Excellent verbal, written, and customer service skills.

Responsibilities

• Provide real-time feedback to program staff regarding call handling and customer service.
• Participate in the training of new staff and provide coaching & mentoring.
• Ensure exceptional customer service and effective program operations.

Skills

Interpersonal skills

Problem-solving

Communication

Education

Master's degree in behavioral science, counseling, or related field

Licensure in the State of Washington

Job description

Job Details Job Location: 41st Street - Everett, WA Position Type: Full Time Education Level: Master's Degree Salary Range: $31.21 - $34.50 Hourly Job Shift: Day Description

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time : Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

Principal Duties and Responsibilities:

• Provide real-time feedback to program staff regarding call handling and customer service
• Provide written QA/QI reports to assigned staff
• Participate in the training of new staff and provide coaching and mentoring to existing staff
• Provide clinical consultation to staff and troubleshoot complex cases
• Troubleshoot technology/workstation issues and communicate directly with the Technology Operations Manager to resolve the problem
• Schedule/facilitate breaks to have the least amount of impact on call metrics
• Assist the Program Manager to find coverage for any absences occurring during the assigned shift
• Email any changes in staff hours worked to the Program Manager
• Provide weekly staffing report to Program Manager
• Follow program policies and procedures in compliance with contracts and the law
• Consult with the Program Manager on any issues or questions about compliance, such as HIPAA
• Ensure exceptional customer service and effective, efficient program operations
• Enforcing policies and procedures while maintaining a supportive, trauma-informed, environment
• Be an active, contributing, positive support of the Behavioral Health management team
• Complete required training as assigned
• Other projects as assigned by the Program Manager, Administrative Operations Manager, and/or Deputy Director

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Qualifications

Qualifications:

• Masters degree in behavioral science, counseling, or related field
• Registered with an agency affiliated credential within 30 days of employment required; licensure in the State of Washington or the ability to become licensed strongly preferred
• Prior supervisory or management experience preferred
• Crisis intervention and call center experience preferred
• Have strong interpersonal skills, interact well with others, and effectively communicate with staff
• Demonstrate commitment to team objectives and the Code of Ethics
• Excellent verbal, written, and customer service skills
• The ability to multi-task, apply problem-solving skills, and seek out information until a solution is implemented
• Ability to adapt and be flexible to changes in protocol and program needs

Effect on End Results:

• Outstanding customer service and well-functioning crisis line team
• The exceptional quality of care to all program staff and clients
• Excellent organizational skills, open communication, and addressing issues in the call center as they arise

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and allemployment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.