Crisis & 988 Operations Supervisor

United Way of Northeast Florida

Position Description

Position Title:        Operations Supervisor, Crisis & 988 

Department:           Crisis & 988

Reports to:            Crisis & 988 Director

Reviewed:              August 2024                          FLSA Status: Nonexempt 

Vision and Mission:

At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community’s toughest challenges by connecting people, resources and ideas.

Diversity, Equity and Inclusion is not only valued and demonstrated in our hiring practices, it is a fundamental part of our mission throughout our organization and the communities we serve.

Our Values:

• Teamwork - We work together to accomplish our goals and help each other succeed. 
• Innovation - We are fearless, imaginative trail blazers.
• Mission Focused - We are passionate about our community’s wellbeing and creating lasting change. 
• Integrity – We are honest, transparent and act ethically to create trust. 
• Excellence – We set clear, high expectations for ourselves and our work.  

Purpose of Position:

The Crisis & 988 Operations Supervisor performs a variety of technical and professional work associated with handling calls, chats and texts. The operations supervisor provides oversight and stabilization to daily operations, while also creating the infrastructure needed to support innovative products and new business lines. This position will maintain schedules of operations including ensuring that there is adequate coverage for 24/7/365 operations. This position works collaboratively with leadership in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards. This position is responsible for supervising Crisis & 988 Specialists and providing ongoing quality assurance to staff. This position will be instrumental in assisting the Crisis & 988 Director with maintaining partnerships with community mental health providers and creating a robust system of response to calls coming through 988.

This position will handle incoming phone contacts as needed on our National Suicide Prevention Lifeline (NSPL), also known as 988, while collecting and documenting all required data and offering all applicable resources and referrals to callers who may be in emotional distress and suicidal crisis. They are also responsible for providing excellent service to those accessing the service by applying the equivalent of reflective listening and motivational interviewing skills in the context of an electronic exchange. Crisis & 988 Operations Supervisor should have the special training and skills to interact via phone, chat and text to understand callers’ unique circumstances and needs, render immediate emotional support, provide options for ongoing support/treatment and follow up to ensure needs are being met, and the ability to train crisis/988 call center specialists to provide high quality support to callers. This position also requires the ability to communicate effectively and tactfully with diverse and multi-cultural individuals, be non-judgmental, and respectful of the confidential nature of the job.

As we continue to grow and meet the rising demand for same-day mental health crisis support in our community, we are adding a second Operations Supervisor Position to our 988 Team, who, along with our director and operations supervisor, will co-lead the day-to-day operations of our Crisis and 988 Team.  As we expand our impact by adding the mediums of chat and text, this position will have a key role in the development of new workflows and continuous quality improvement initiatives.

Key Responsibilities and Essential Functions: 

• Supervise Crisis & 988 Specialists and conduct quality assurance monitoring of staff to ensure call quality metric goals are met and provide coaching and develop improvement plans as needed.
• Review call recordings and documentation in collaboration with the 988 Team Lead(s) and assist in providing coaching and training to existing staff according to identified training needs.
• Conduct program evaluations, identify needed process improvements, address problems, collect data, establish facts and draw valid conclusions and present thought-out plans or solutions.
• Create and maintain a remote platform using Microsoft Teams for staff training, enrichment, support, and overall supervision
• Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift.
• Ensure Crisis/988 Specialists are accurately documenting telephone interventions transacted during the work shift.
• Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida. 
• Contribute to the overall effectiveness of 988 by completing all other tasks as assigned.
• Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
• Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards. 
• Provide on-site, remote, and after-hours supervision to the 988 program, including consultations, debriefing, arranging coverage, and other duties as needed.
• Within 988 guidelines, assesses needs of persons contacting 988 and provide para-professional counseling, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication, including: online chat, phone, texting and email.
• Maintain the 24/7 Team Lead and Call Specialist schedule, schedule/facilitate breaks to reduce the impact on call metrics.
• Collaborate with team lead on training logistics, including coordinating remote training, module assessments, role plays, shadowing, and other training activities.
• As needed, answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.
• Use active listening skills and conversational intent to; develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handing all contacts.
• Ensure all established 988 policies and procedures are adhered to by call center staff.
• Attend/lead staff meetings, in-services, training sessions and conferences when appropriate to job responsibilities.
• Onboard and train newly hired Crisis/988 Specialists
• Ensure all staff participate in training and maintain certifications as required by accreditation and needed for successful performance of duties.
• Participate in staff training activities to maintain the required annual training hours.
• Provide support with contracts, special programs and/or services to include preparation of reports for and various other funders in support of agreement requirements.
• Assist with budget planning, monitoring, and prepare monthly/quarterly billing for services rendered.
• Acknowledge new posts from Specialists, Crisis & 988 Director, or other supervisory staff promptly.
• Keep Outlook email account open and minimized on desktop during work hours; respond to supervisor emails promptly.
• Available to work extended hours as needed and adjust work schedule with little notice to support center as well as to assist during natural and manmade disasters.
• Actively participate in the broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.
• Develop and implement crisis related safety plans for all callers, and document in service delivery platform.
• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.

Experience/Qualifications:

• Bachelor’s degree in social work, sociology or related field preferred. 
• Crisis, Screening and Suicide prevention work experience highly desirable.
• Minimum 3 years’ experience in the human services, social work, or customer services field required
• Ability to pass and maintain a Level 2 background check is required.  This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records.
• High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems.
• Able to troubleshoot basic technical issues.
• Adaptable and able to move with change while maintaining a positive attitude.
• Self-directed to take initiative in follow-up and resolution of daily issues.
• Active listening and interviewing skills.
• Ability to conduct approved suicide assessment.
• Ability to work with people in great need.
• Capacity to perform work calmly and effectively in emotionally intense environment.
• Clear, concise and effective written and verbal communication.
• Relate and interact successfully with persons of various social, cultural, economic,
• and educational backgrounds.
• Deal with people in a manner that shows sensitivity, tact and professionalism.
• Ability to problem solve multifaceted difficulties.
• 988 is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of clients. Must be responsive and able to work shifts as much as 12 hours in length during call surges and declared emergencies.
• 988 is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private work space which may include access to a private, secure and stable internet connection. 
• While it is subject to change, regular schedule for this position will be 8:30am to 5:00pm Tuesday, Wednesday, and Thursday and alternating oversight of operations every other Friday Saturday, Sunday and Monday which will total 40 hours per week.

Compensation and Benefits:

1. Competitive Pay – Commensurate with education and experience based on current market
2. Health Insurance – Generous zero to low-cost Medical, Dental, and Vision for employees and dependents
3. 403(b) Matching – Generous matching up to 6% of annual pay
4. Holidays – 11 paid holidays, three personal holidays, and four year-end bonus days
5. Vacation – Two weeks paid vacation 
6. Flexible Schedule – Hybrid working environment with the ability to modify as needed
7. Vibrant Work Environment – office space in The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking
8. Purpose – Help United Way transform NEFL into a community of opportunity and hope for ALL people
9. Employee Assistance Program
10. A fun, challenging, and inclusive culture

General Physical Requirements for Essential Functions of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.

Additional Information:

The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described below. You can also have important skills we haven't thought of. If that's you - even if you’re on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences. United Way invests in activities that lead to greater inclusion, diversity, and equity.  We are an equal-opportunity employer and we especially encourage and invite members of traditionally underrepresented communities to apply.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

UWNEFL reserves the right to adjust work location.