PRS is recognized as one of the 50 Best Nonprofits to Work for in the U.S. We provide behavioral health, crisis intervention, and suicide prevention services. Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration.

The Shift Supervisor is responsible for supervision and direct quality assurance of employee and volunteer crisis workers scheduled on his/her shift. This requires the ability to serve as an expert on call center operational protocols, personnel management, as well as provide support and supervision regarding crisis situations. Shift Supervisor may also provide direct telephonic service to callers and texters who use our crisis line, as necessary, which requires rapid assessment of complex behavioral health situations, development and recommendation of appropriate crisis interventions to be implemented with individual clients, their families, and a wide variety of community helpers, including law enforcement and EMS personnel.

PRIMARY DUTIES:

• Receive and respond appropriately to incoming calls from clients, families, law enforcement, and community members alongside volunteers and employees.
• Provide guidance to volunteers and employees in accordance with the PRS CL Code of Ethics.
• Provide technical support on tools used within CrisisLink (i.e. computer and phone systems).
• Correspond and represent PRS CrisisLink appropriately with various contacts: referrals, community partners, vendors, and other partners in a friendly, professional, and collegial manner.
• Demonstrate respect for cultural and individual differences with external and internal contacts.
• Provide in the moment supervision and support to crisis workers on their shift .
• Support day to day operations as identified, including the collection and approval of time cards, ensuring appropriate overtime/emergency, procedural notices, etc. Recommend staffing changes, as necessary to Lead Shift Supervisor.
• Provide on the job training, utilizing various effective teaching modalities, which enable staff to achieve expertise in subject matters to effectively handle contacts and meet program goals.
• Collaborate with Volunteer Program Manager to support all volunteers .
• Provide required administrative and human resources paperwork including training documents, timecard approvals, performance appraisals, and resignation documents in a timely manner.
• Provide a safe environment for staff to self-disclose, seek consultation, and appropriately address concerns.
• Participate in opportunities for professional development.

QUALIFICATIONS:

• Training or at least two years' work experience in crisis intervention and/or suicide prevention highly preferred.
• Experience in telephonic and text crisis management and call center environment highly preferred.
• Demonstrated experience in a team lead role or direct supervision and management of volunteers or employees required.
• Awareness of or experience in the mental health substance abuse treatment systems in Virginia is preferred, but not required.
• Ability to exercise excellent independent judgment with minimal direct supervision.
• Excellent oral and written communication skills, Spanish-speaking bilingual skills a plus, and familiarity with computer use.
• Knowledge of substance abuse, mental health, and recovery issues and principles.
• Cultural competence in working with peoples various descent, impairment, and demographic populations.
• Ability to work individually and within a team environment and adjust to changes in work flow daily

All shifts are remote and Eastern Standard Time

Weekend and holiday availability required

Available Shift:

2nd shift: 3:00pm-11:30pm

Salary: $45,860

Are you a good fit for the CrisisLink Team?

• Do you have experience in coaching, mentoring and leading teams?
• Are you empathetic, non-judgmental, and responsive to the feelings of others?
• Can you make sound decisions under pressure?
• Are you a problem solver?
• Do you have strong communication skills, including the ability to present information clearly and be easily understood?
• Are you reliable and discreet with confidential information?
• Are you well organized, feel comfortable training and instructing others?
• Do you have a private area to work remotely?
• Are you able to work individually and within a team environment and adjust to changes in the workflow as required?

If so, you might just be perfect for this Supervisory position!

"Changing Lives. Saving Lives."

Equal Opportunity Employer