Job Description
Job Description
Job Description
Position Title : Crisis Call Center Coordinator
Location : Lawrence, Kansas
Application deadline: upon until filled
Internal Candidates will be considered first
Compensation and Benefits - Full-time, Exempt, Salaried
- $55,000 - $65,000 per year, based on experience and education
- Employer shared plan for Long Term Disability, Health, Dental, and Vision insurance
- Voluntary Life Insurance, Flexible Spending Accounts, Accident and Critical Illness Coverage
- Short Term Disability
- 401k with 5% match by employer
- EAP Program
- Professional development opportunities
- Paid time off
- Additional stipends and reimbursements
Position Summary : The Crisis Call Center Coordinator is a full-time, exempt, 40-hour week average position that may have evening and weekend hours. The primary schedule for this position is Tuesday - Saturday from 11:00 a.m. - 7:00 p.m. Position may be required to travel to and attend local, statewide, and national 988 collaborative meetings and conferences as assigned by direct supervisor. This position will report directly to the Clinical Director.
Job Duties : The primary responsibility for this position includes the day-to-day monitoring of the crisis call center operations. The crisis call center is a 24/7, 365 call center for 988 Suicide & Crisis Lifeline, Douglas County Local Crisis Line, and the rollover Bert Nash crisis lines.
Position Expectations - Completion of in-house Crisis Counselor Training within 6-months of hire date;
- Completion of other related trainings such as Applied Suicide Intervention Skills Training (ASIST);
- Completion of iCarol training;
- Flexibility in working hours appropriate for responsibility of 24/7 hour services (may include weekends and holidays);
- Maintain positive relationships internally and externally as a representative of HeadQuarters Kansas;
- Reliable transportation;
- Must be able to pass State and Federal criminal background checks.
Responsibilities include :
- Provides clinical, administrative, and technical support to volunteers, call specialists, and shift supervisors;
- Manages staffing of volunteers, call specialists, and shift supervisors to maintain 24/7 operations by coordinating with volunteers and paid staff on scheduling needs and updates;
- Serves as a lead in decision making within program policy parameters and assumes operational responsibility for an assigned shift;
- Periodically conducts contact call monitoring for qualify assurance and training purposes that aligns with Vibrant requirements;
- Review application of clinical skills, providing consultation when necessary, identifying areas of strength and improvement, and making recommendations for continued improvement within HeadQuarters Kansas and with training staff;
- Meets routinely with call specialists and shift supervisors to provide individual supervision;
- Assists volunteers, call specialists, and shift supervisors, during onboarding by providing on-the-job training and support;
- Participates in the on-call rotation with other members of the qualified program staff;
- Assist in monitoring, measuring, analyzing, and reporting on performance and assist in the development of strategies for organizational improvement;
- Assist in the development of training materials and administers training to call and chat center staff and volunteers;
- Completes documentation in a timely and quality manner, while monitoring the quality and completeness of documentation of volunteers, call specialists, and shift supervisors;
- Maintains active and collaborative relationships with local emergency management agencies, Mobile Response Teams, and Crisis Recovery Center program staff for the purpose of improving the crisis continuum of care;
- Work in collaboration with supervisory staff and administration to develop performance improvement plans;
- Tracks metrics and identifies trends throughout crisis call centers;
- Engages in on-going training activities within the organization or facilitated by Vibrant, intended to promote professional development and reduce burnout;
- Promotes healthy relationship and boundaries and ethical practice in the workplace and as a representative of the organization in the public;
- Demonstrates effective strategies for managing compassion fatigue and symptoms of burnout, along with a willingness to seek supervision and support from the organization;
- Provides supervision and annual performance evaluation to direct reports;
- Completes other duties as assigned.
Required Education and Experience :
- Bachelor's degree in human services-related field (e.g. social work, psychology, applied behavioral science, sociology, etc.);
- 1-year experience in the field of crisis and suicide intervention and prevention;
- Quality conflict resolution skills and effective use of supervision;
- Quality written and verbal communication skills for the purpose of documentation and effective communication with colleagues;
- Proficient in the Microsoft Suite programs and Google Docs;
- Effective organization, scheduling, and time management skills;
- Showcase ability to provide attention to detail;
- Ability to work independently but also collaboratively with stakeholders.
Preferred Education and Experience :
- Master's degree in human service-related field (e.g. social work, psychology, applied behavioral science, sociology, etc.)
- Licensed with the Kansas Behavioral Sciences Regulatory Board;
- 2-5 years' experience in the field of crisis and suicide intervention and prevention;
- Technical skills and experience utilizing workforce management, record management, and telephone software;
- Experience providing and receiving direct and compassionate feedback related to job performance.
Diversity, Equity, Inclusion, and Belonging It is HeadQuarters Kansas intention to create and foster a diverse and inclusive work environment. We are an equal opportunity employer. All applicants will receive employment consideration without discrimination toward race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
The Americans with Disability Act ensures your right to reasonable accommodations during the employment process. A request for accommodation with not affect your opportunities for employment with HeadQuarters. If you wish to request an ADA accommodation, please contact erino@hqkansas.org.
HEADQUARTERS KANSAS IN AN EEO / AA EMPLOYER
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Job Tags
Holiday work, Full time, Temporary work, Local area, Flexible hours, Shift work, Saturday,