Supervisor Crisis Center Resources - #256837

This job was posted by https://www.arjoblink.arkansas.gov : For more

information, please see: https://www.arjoblink.arkansas.gov/jobs/4458781

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SCOPE OF POSITION:\

Collaborate and supervise staff to meet deliverables for the AFMC 988

Helpline. Document services rendered and provide reporting as required

for all active contracts, grants, Vibrant, and International Council for

Helpline (ICH) standards. Responsible for ensuring staff receives

onboarding training, updates and timely information for all departmental

policies including all Crisis Center and ICH policies. Provide

communication, education, and promotion of mental health program

resources to the consumers and crisis center staff. A supervisor must be

able to monitor the staff, lead them in a positive direction, provide

training and feedback on all 988 Helpline and Crisis Center

call/text/chat handling, and take corrective action when necessary.

Support the organizations mission, vision, and values by exhibiting the

following behaviors: Honesty, Excellence, Accountability, Respect and

Teamwork.

ESSENTIAL JOB FUNCTIONS:\

• Provide 24 hour / 7-days a week supervision to AFMCs 988 Suicide and
  
  

Crisis Lifeline Center as an active and hands-on supervisor to meet the

needs of all call/text/chat handling and supervisory needs.\

• Direct, coach, and evaluate assigned staff. Develop standards of
  
  

staff performance and set annual performance objectives. Ensure the

quality and accuracy of employees work product and that staff meet

performance goals within designated time frame.\

• Monitor assigned staffs performance for accuracy, quality,
  
  

timeliness, adherence policy, and follow up.\

• Assist staff in problem resolution. Serve as a resource and mentor
  
  

for staff.\

• Maintain expertise for all contracts, grants, Vibrant and ICH
  
  

standards to ensure all deliverables and required activities are

completed timely.\

• Responsible for the resolution of customer/client requests including
  
  

research, referral, policy review, revision and development,

documentation, and follow up in accordance with established

policy/procedures.\

• Communicate effectively with customers and/or recipients. Develop and
  
  

maintain working relationships as necessary to meet contract

deliverables of specialty area project.\

• Act as a resource to internal and external customers for information
  
  

pertaining to the Crisis Center and other specialty areas focus.\

• Understand and utilize project-tracking database to document and
  
  

monitor services/activities provided and to compile a comprehensive

database of activity. Maintain accurate statistical data to meet

contractual and other reporting requirements.\

• Coordinate the timely collection and data entry of all required
  
  

documentation.\

• Assist in the creation and maintenance of necessary
  
  

reports/documents to track and report project information. Prepare ad

hoc reports and/or statistics as directed.\

• Monitor specific items within the area of focus, provide
  
  

recommendations/feedback to crisis center staff and external customers

for quality improvement and follow through for compliance of

recommendations for improvement.\

• Assist in the development, production, maintenance, and delivery of
  
  

training and educational materials/activities.\

• Adhere to format, content, and style guidelines, giving
  
  

consideration to usability and ensuring accuracy, consistency, and

quality.\

• Communicate needs and requests to other team members as
  
  

appropriate.\

• Follow AFMC, state and federal protocols regarding data
  
  

confidentiality/security and HIPAA compliance.\

• Additional duties as assigned.
  
  

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Physical and Sensory Requirements (With or Without the Aid of Mechanical

Devices):\

Mobility, reaching, bending, lifting, grasping, ability to read and

write, ability to communicate with personnel, ability to remain calm

under stress and ability to travel as needed. Must be able to lift and

transport 25 pounds. Must be capable of performing the essential job

functions of this job, with or without reasonable accommodations.

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EDUCATION:\

Required: Associates degree in Social Work, Psychology, Counseling, or

other related field.\

Desirable: Bachelors degree in Social Work, Psychology, Counseling, or

other related field.

EXPERIENCE:\

Required: Three (3) years experience in crisis or call center. One (1)

year leadership experience.\

Desirable: Five (5) years\' experience in the related field. Three (3)

years leadership experience. Certification in crisis intervention or

suicide prevention.

INTERNET REQUIREMENTS:\

Reliable, high-speed wireless internet service (Wi-Fi)

KNOWLEDGE, SKILLS, AND ABILITIES:\

Must possess intermediate level computer skills (Excel, Word,

PowerPoint, and Outlook)\

Type 50 wpm\

Exceptional skills in business English and spelling\

Ability to maintain confidentiality\

Knowledge of mental health issues, suicide risk factors, crisis

intervention, and de-escalation\