Team Leader, 988 Peer Recovery Support

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.

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 Peer Support Team Manager is responsible for the day-to-day operations of Possible Always, a crisis support service designed to engage and support high-risk 988 callers and familiar 988 callers. Members of the Peer Support Team report directly to this position. A central responsibility and primary focus of this role is to provide daily coaching, supervision, support, and training to members of the Peer Support Team. As a key leader, this position works with the 988 and Crisis Director to implement strategies and projects to improve outcomes for community members who are thinking about suicide, socially isolated, or feeling hopeless. Additionally, this position is responsible for ensuring that each touchpoint across the service delivery model is engaging, efficient, and effective. This position is responsible for monitoring and reporting service metrics and as member of the leadership team, will analyze outcomes and contribute to continuous quality improvement.

The recovery peer support team has a vital role in 988, to provide recovery support for people experiencing a suicidal crisis, mental health-related distress or substance use disorders, in a manner that is person-centered. In addition to supporting people in the moment of crisis, this position will focus on engaging 988 callers who are contemplating recovery and seeking help to address suicidal intensity, mental health or substance use conditions through caring contacts and peer support check-in sessions. The Peer Support Team will support callers on their mental wellbeing recovery journey through multiple mediums including telephony, text, and video chat.

The peer support team manager performs a variety of technical and professional work associated with handling calls, chats and texts. The peer support team manager provides oversight to daily operations and maintains schedule of service operation to ensure optimal coverage. 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 works closely with the 988 operations team to ensure continuity of service for community members enrolled in the Possible Always service.

The peer support team manager should have expertise 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 peer support specialists to provide high quality support to enrolled community members. This position also requires the ability to communicate effectively and tactfully with diverse and multi-cultural individuals, be non-judgmental, and respectful. As we grow and expand our impact this position will have a key role in the development of new workflows and continuous quality improvement initiatives.

With the Possible Always service, a series of peer support caring contacts and check-in sessions, we are filling a gap in the current crisis care continuum by providing a safe, nonjudgmental, virtual place to have a conversation about the pain of living and mental health. We are looking for people with lived experience who share our passion and want to inspire and support others.

Key Responsibilities and Essential Functions:

• Supervise peer recovery support team 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 as part of department continuous quality improvement program 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
• Ensure peer recovery team members are accurately documenting interventions.
• 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.
• Provide on-site, remote, and after-hours supervision to the peer recovery team, including consultations, debriefing, arranging coverage, and other duties as needed.
• Within 988 guidelines, assesses needs of persons enrolled in the Possible Always service and provide peer support, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication, including: online chat, phone, texting and email.
• Provide recovery education to service recipients for every phase of the recovery journey from pre-recovery engagement, recovery initiation, recovery stabilization, and sustained recovery maintenance
• Assist persons to identify their personal interests, goals, strengths and weaknesses regarding recovery through utilization of evidence-based recovery tools such as the recovery action plan and recovery capital index.
• Collaborate with team on training logistics, including coordinating remote training, module assessments, role plays, shadowing, and other training activities.
• 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 peer support team members.
• Attend/lead staff meetings, in-services, training sessions and conferences when appropriate to job responsibilities.
• Onboard and train newly hired peer recovery team members.
• Ensure all peer team members participate in training and maintain certifications as required by accreditation and needed for successful performance of duties.
• Participate in team 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.
• 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.
• Further develop and modify crisis related safety plans with participants, and document in service delivery platform.
• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.

Experience/Qualifications:

• State of Florida Certified Peer Recovery Specialist or certification eligible
• Bachelor’s degree in related field preferred.
• Suicide prevention or behavioral health work experience highly desirable.
• Minimum 3 years’ management or leadership experience required.
• Customer service or call center experience is a plus. Crisis care continuum work experience preferred.
• 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 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 and this position may be asked to assist with coverage in the absence of our 988 operations supervisors, regular schedule for this position will be 8:30am to 5:00pm Monday thru Friday.
• Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file
• Ability to work effectively under stress and maintain productivity and composure under pressure
• Comfortable working in a fast-paced environment
• Adapt readily to changes
• Ability to use good judgment and assessment techniques
• Ability to work with minimal supervision
• Effectively prioritizes work and establishes clear goals in coordination with supervisor
• Flexibility to work variable shifts within a hybrid, remote environment.
• Overtime as assigned (if it is a Nonexempt (Hourly) position)
• 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
• Must pass pre-employment drug screening
• Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance and have reliable transportation. 
• Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.
• 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.

Compensation and Benefits:

• Competitive Pay – Commensurate with education and experience based on current market
• Health Insurance – Generous zero to low-cost Medical, Dental, and Vision for employees and dependents
• 403(b) Matching – Generous matching up to 6% of annual pay
• Holidays – 11 paid holidays, three personal holidays
• Vacation – Two weeks paid vacation
• Flexible Schedule – Hybrid working environment with the ability to modify as needed
• 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
• Purpose – Help United Way transform NEFL into a community of opportunity and hope for ALL people
• Employee Assistance Program
• 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, stand, walk, 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. 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.