JOB TITLE: Warmline Shift Leader/back up Supervisor

LOCATION: Remote (Limited to Oregon and Washington)

FLSA: .8 FTE (32 hrs/wk) OR 1.0 FTE (40 hrs/wk) - Non - Exempt 

SUPERVISOR: Warmline Program Manager/ Warmline Supervisor

PAY GRADE: B07 (for back up Supervisor receives on-call wage) ($22.21 - $31.54 per hour, depending on experience)

            *Will also receive shift differential when working Nights and Weekends! 

Apply Directly at https://ccswebsite.org/employment/

 

Our mission is to provide dynamic, progressive, and diverse supports to improve the well-being of our communities and we’re looking for motivated employees to help us continue our vision!

 CCS has a benefit package including, but not limited to:

• Health, dental and vision insurance
• 6% initial 401K match
• Potential for tuition reimbursement
• Generous paid vacation
• Paid holidays
• Relocation Benefit of up to $4,000 if moving over 100 miles, $ depending on distance
• Student loan forgiveness
• Paid licensure supervision.
• Employee Assistance & Wellness Benefits

DESCRIPTION

The Warmline Shift Leader is responsible for supporting the smooth daily operation of the David Romprey Oregon Warmline. Shift Leaders will provide direct support to teams of on-duty Peer Support Operators. Shift Leaders work closely with the shift and On-Duty Supervisor to provide support and direction regarding duties and utilization of software to the operators in compliance with established policies and procedures to ensure team continuity. In the absence of a regular Warmline Supervisor and with approval of the Program Manager, the Shift Leader may substitute as an On-Call Supervisor. On this as-needed basis, the Shift Leader/ On-Call Supervisor will serve as a substitute On-Duty Supervisor to provide direction and support to teams of on-duty Shift Leaders and Peer Support Operators for the duration of the assigned shift.  

SUPERVISION

Supervision Received

The Shift Leader is supervised by a Warmline Supervisor. While substituting in the role of On-Call Supervisor, on a temporary basis, the employee in this role is supervised by the Warmline Program Manager. For long-term/regular supervision, guidance, and performance evaluations, this employee reports to their regularly assigned supervisor.  

Supervision Exercised 

The Shift Leader does not perform supervisory duties. The Substitute/On-Call Supervisor does not perform regular supervisory duties, other than to direct activities of the assigned shift(s).  

RESPONSIBILITIES

•  Responds and provides work direction to staff to ensure the smooth operation of the Oregon Warmline, including ensuring operators respond to callers appropriately and adhere to applicable procedures. 
•  Coach and mentor less experienced team members. 
•  Track the progress of the teams as they work virtually. 
•  Ensure operators perform duties in compliance with established policies and procedures.  
•  Attend and actively participate in regularly scheduled online all-staff meetings including participation in role-plays and/or co-reflection to facilitate operator skills development, and to allow operators to more easily respond to challenging callers/situations.  
•  Utilize Outlook Teams, call center, /Talk Desk, and basic information technology to provide support to assigned team. 
•  Set up chat prior to Warmline open hours. Daily chats include all scheduled operators and back-up supervisor to allow team communications throughout the day. 
•  Monitor the queue and remove multiple calls from any single caller. Log removed calls as hang ups if needed.
•  Assist with minor technical issues.
•  Encourage operators to reach out directly to Shift Leader on Teams for on-shift support.
•  Track breaks to ensure adequate coverage.
•  Track call length. Assist operators when call length exceeds 20 minutes.
•  Assist operators with non-phone duties such as completing trainings in Relias.
•  Perform warmline operator duties as needed/scheduled.

When substituting as an On-Call Supervisor provides On-Shift Direction and fulfills the on-shift

responsibilities of a Supervisor On-Duty, including these tasks:

•  Be Present/Connective in Support Team Chat/ Be Present/Connective in Daily All-Staff Chat
•  Be Present/Available for In Call Support, After Call Care & Co-Reflections (Orange/Red/Blue)
•  Relay Scheduled Co-Reflections & Task Timeframes to Shift Leaders
•  Review Staffing Levels / Callouts & Call for Help as Needed
•  Review & Update Daily/Weekly Schedule, As Changes Occur
•  Review & Update Change Request Tab w/ Emergency Leave Requests (Forward to Direct Supervisor)
•  Assist Shift Leaders in Managing Rapid Repeats & Queue Flow, as Needed
•  Assist Operators, Shift Leaders & Backup Supervisor w/ Moving Through their Breaks/Lunches
•  Provide Direction and Clarity in response to Questions Concerning Policies/Procedures
•  Review Shift Log Daily for Newly Added Information
•  Regularly Update Shift Log, to Include:
•  Immediate Staffing Information/Concerns
•  New Hire Training/Shadowing Needs
•  Ongoing/Resolved Tech Issues/Concerns
•  Operator Co-Reflections & After Call Decompressions
•  Challenging/Inappropriate Caller/Operator Experiences
•  Additional On Shift Tasks Worked
•  Inbound Stats at End of Shift
•  Completed Follow-Ups
•  Attend monthly shift leaders meeting and provide written feedback to the supervisors and leadership team on issues discussed during the meeting.
•  Communicate with assigned team members using available technology.
•  Perform and ensure performance of assigned staff is in adherence to established policies and procedures.
•  Report issues to supervisor(s) or program manager as necessary.
•  Provide all information in a timely and professional manner.
•  Perform other tasks or projects as assigned. 

QUALIFICATIONS

Education and/or Experience

High school diploma or equivalent.  

A minimum of 1 year of experience working with individuals who have addictions and/or mental health issues.

Preferred: A minimum of 1 year working for the Warmline as an operator. 

Certifications

Must possess a Peer Support Specialist (PSS) Certification or Intentional Peer Support (IPS) and become registered with the Oregon Health Authority Traditional Health Worker registry for the state of Oregon prior to working the warmline.

Participated in at least one warmline training and one warmline shift leader training.

Certified, or be able to be certified to train others in warmline services.

Other Skills and Abilities

• Considerable knowledge of warmline principles and practices.
• Attention to detail and high degree of accuracy.  
• Knowledge of computer operation and databases is essential.  
• Must be a self-starter and demonstrate ability to coordinate work for multiple operators.
• Good organizational and time management.  
• Ability to work with minimal supervision.  
• Familiar with standard office equipment.
• Disclosure of confidential information occurs regularly. Must adhere to rules and laws pertaining to client and staff confidentiality.  
• Communicate effectively both verbally and in writing. Ability to present and exchange information internally across teams and co-workers, and externally with customers and the public. Information communicated ranges from routine/basic to complex and confidential information. 

CRIMINAL BACKGROUND CHECKS

Must pass all criminal history check requirements as required by ORS 181.536-181.537 and in accordance with OAR 410-007-0200 through 410-007-0380.

In addition to a pre-employment background check, each employee, volunteer, and contractor shall be checked on a monthly basis against the OIG and GSA exclusion lists, as well as other federal and state agency lists. If it is discovered that an employee, volunteer, or contractor is excluded or sanctioned it will be the cause for immediate termination of employment, volunteering, or the termination of the contract.

Maintain current knowledge of latest human resource related developments. Attend trainings as needed to ensure knowledge base.

PERSONAL AUTO INSURANCE

Must hold a valid driver’s license as well as personal auto insurance for privately owned vehicles utilized for CCS business such as client service purposes, travel between business offices and the community, to attend required meetings and trainings. 

Must show proof of $300,000 or more liability coverage for bodily injury and $100,000 or more liability coverage for property damage and maintain said level of coverage for the duration of employment at CCS. 

The employee’s insurance is primary with CCS insurance being secondary. CCS reserves the right to deny any employee the use of a vehicle owned by CCS. 

PHYSICAL DEMANDS

While performing the essential duties of this job, the employee is regularly required to use office automation including computer and phone systems that require find manipulation, grasping, typing and reaching.

The employee is also regularly required to sit; talk and hear; use hands and fingers and handle or feel. The employee is occasionally required to stand; walk; reach with hands and arms; stoop; kneel and/or squat when adjusting equipment or retrieving supplies. 

The employee may occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, peripheral vision, distance vision and the ability to adjust. 

WORK ENVIRONMENT

Work is performed in the individual’s sponsored environment and as such the environment is not able to be predicted by CCS. Occasional out of area travel and overnight stays will be required for attendance ant meetings or trainings. 

This position may be exposed to the everyday risks or discomforts which require normal safety precautions typical of such places in an office (i.e., moving mechanical parts, airborne particles, electrical shock, etc.).