We are seeking a Crisis Line Shift Supervisor to evening, weekend, and overnight shifts.
This position is for people who enjoy thinking on their feet, collaborating with local behavioral health agencies, and working with people from diverse backgrounds. Join our team of dedicated staff to help people in crisis in our community. Our training program is highly regarded in the community.
Evening (4pm-mid), Weekend(8am-4pm or 4pm-mid), and Overnight(mid-8am) Hours are needed.
Crisis Support Services of Alameda County is seeking a Crisis Line Shift Supervisor to provide on-site supervision and technical support to a team of dedicated and passionate volunteers and interns. The Shift Supervisor position answers calls on a 24 hour crisis line and ensures that the crisis intervention, information, and referral services meet the needs of the community, adhere to the highest possible ethical standards, and comply with the rules and procedures outlined in the program operations manual. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment.
The primary duties of the position include providing crisis intervention counseling and shift supervision on the agency’s 24-hour telephone crisis lines during evening shifts (12:00AM – 8:00AM) as well as other 4 hour shifts. You must also be available for emergency fill-in shifts. Attending monthly crisis line meetings or weekly clinical meetings is required.
Shift Supervisors report to the Crisis Line Program Coordinator and will utilize consultation as needed. This position receives 30 minutes of individual supervision every two weeks. In addition, The Shift Supervisor will attend staff and clinical meetings each Thursday and Shift Supervisor meetings twice monthly.
Essential Functions and Responsibilities
- Provide supervision to volunteers and interns.
- Respond to and triage calls on the 24 hour crisis hotline.
- Manage the text line.
- Monitor calls and provide feedback and consultation to volunteers.
- Manage volunteers assigned to you.
- Make outreach calls and coordinate referrals to CPS, APS, and emergency services when needed.
- Provide follow-up support to high risk callers.
- Research and update new and existing referral sources.
- Manage call volume and set limits that support callers.
- Supervise and provide consultation on ACCESS calls.
- Review call notes for professionalism and accuracy.
- Participate in volunteer and staff training, supervision, and development activities as required.
- Communicate all relevant information to the next shift supervisor and coordinator.
- Provide technical support.
- Help foster an environment of dignity and respect.
- Other duties as assigned.
- Commitment to ongoing self reflection and ability to lead with values of cultural humility is required
- Must be able to demonstrate the ability to effectively, sensitively, and respectfully relate to people from different cultural groups.
- Ability to consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care.
- Establish rapport, build productive caller relationships, and take responsibility for caller feedback.
- Recognize that caller-centered solutions and connectedness are key to providing crisis line intervention.
- Display confidence and composure in crisis situations.
- Communicate effectively and compassionately with volunteers, staff, and callers.
- Work collaboratively with others and to accept constructive feedback.
- Work independently using creativity and resourcefulness.
- Willingness to continuously improve skills through supervision, research, and individual development.
- One year of mental health experience required.
- One year of crisis line phone counseling experience preferred – including completion of crisis line training.
- Graduation from an accredited college or university with an associate’s or bachelor’s degree in a social science or closely-related field is preferred. This may be substituted for comparable work experience.
- 1 year experience in supervising staff preferred
There may be opportunity for ongoing training, MFT or LCSW hours toward licensure.
The rate of pay for this position is $21.06/hour for non-overnight hours and $22.38/hour for overnight hours.
To apply, please email required cover letter and resume to firstname.lastname@example.org with “Crisis Line Shift Supervisor” in the subject line.
Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.