Operations Supervisor, Crisis & 988

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 leadership in 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 has 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. 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.

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 Leads 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.
• Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift.
• Keep all activities in line with United Way’s 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 988 training standards.
• 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.
• 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.
• Keep Microsoft TEAMS open and check frequently. Acknowledge new posts from 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.

Experience/Position Requirements:

• 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
• Must be able to pass and maintain Level II Background screening.
• 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.

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, stand, walk, talk, carry, lift, speak 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. 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 of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

UWNEFL reserves the right to adjust work location.