CALL CENTER Training & Development Specialist


POSITION IN THE ORGANIZATION

First Level: CEO
Second Level: VP of Clinical Operations

Location of job

This position will reside in the Metro Denver Area of Colorado.

LEVEL OF ACCOUNTABILITY, DECISION MAKING, AND JUDGEMENT

The Call Center Training and Development Specialist is required to exercise a high degree of independent judgment within the bounds of professional ethics, organizational policies and procedures, and community standards of care.  It is critical that this position demonstrate a strong ability to quickly learn and teach operational and clinical protocols as directed by Call Center Management staff, be proactive in maintaining such knowledge, and perform in a manner that achieves effective teamwork towards organization success.

The Call Center Training and Development Specialist is accountable within the organization to the division managers/clinical supervisors and the CEO.

PRIMARY PURPOSE OF THE JOB

The Call Center Training and Development Specialist will be responsible for the development and provision of RMCP training and training materials for Crisis Line and Support Line staff, both in a new-hire and an on-going basis; on subject matters necessary and relevant to an effective call center operation.  In addition to required time operating the Crisis Line, this position will provide support to clinical supervisor(s), and the Call Center Management Team in all its training needs and will work to further develop Clinical programs by providing effective staff preparation, quality assurance, and internship opportunities.

MAJOR TASKS

Key areas of responsibility include but are not limited to the following:

Training

  • Work with Call Center Management staff and clinical supervisors to determine training objectives and training schedules
  • Develop and retain training program materials, including outlines, text, handouts, tests, web-based training materials, and instructional videos in accordance with in-house clinical protocols, AAS training standards, and applicable external clinical resources and national standards
  • Administer and train crisis line and warmline new-hire employees on clinical protocols, operational protocols, and relevant clinical subject matters
  • Provide additional on-going training for crisis line and warmline employees as-needed and as appropriate
  • Achieve specific deliverables as determined by the Call Center Management Staff.

 

Program Development

  • Provide feedback on training and program successes and challenges to Call Center Management staff for quality assurance and continuous clinical improvement
  • Work with Call Center Management staff to explore, develop, and coordinate internship opportunities within the call center
  • Continuously seek opportunities for on-going clinical staff quality assurance, development needs, and operational success within the call center

 

Direct Service Tasks

  • Handle Clinician calls alongside Clinician staff - Demonstrate superlative abilities in all performance areas expected of Crisis Clinicians
  • Support a positive and effective working environment, representing the organization in a positive way internally and externally.
  • Participate in individual/group supervisions and attend internal trainings. 

 

ADMINISTRATIVE TASKS

  • Provide periodic activity reports and updates to the VP of Clinical Operations
  • Submit a timesheet to the VP of Clinical Operations in accordance with the RMCP payroll schedule

 

QUALIFICATIONS

RMCP is strongly committed to maintaining a diverse multicultural staff and encourages applications from all qualified candidates, including applicants who may self-identify as having experienced symptoms of mental illness or substance abuse.

Required:

  • Master’s degree (or equivalent non-U.S. degree) in psychology, clinical social work, marriage and family therapy, professional counseling, or related fields.
  • Licensed or license-eligible as an LCSW, LPC, LMFT, or Psychologist in the State of Colorado. (Non-licensed candidates may be considered contingent on a commitment to obtain a Colorado license within an agreed-upon time period.)
  • Experience in clinical assessment, crisis intervention, treatment planning and treatment using a variety of methods.
  • Experience in teaching or training of clinical assessment, crisis intervention, treatment planning and treatment using a variety of methods.
  • Ability to efficiently learn, maintain, and demonstrate mastery of clinical and operational protocols.
  • Ability to exercise excellent independent clinical judgment with minimal direct supervision.
  • Excellent oral and written communication skills, and familiarity with computer use.
  • Comprehensive knowledge of substance abuse, mental health, and recovery issues and principles.
  • Knowledge of issues pertinent to survivors of violence and abuse.
  • Eagerness for professional and personal growth opportunities.

 

Preferred candidates will possess one or more of these attributes:

  • Knowledge of and experience in the mental health and substance abuse treatment systems of the Colorado area.
  • Credentials as a CAC or LAC.
  • Post-master’s degree experience in providing emergency mental health services, or teaching/training in behavioral health services.
  • Bilingual skills in Spanish, Vietnamese, Korean, Arabic, Amharic, Somali, Russian, Hmong, Khmer, Tagalog, Chinese, or other languages spoken in the Denver area.
  • Cultural competence in working with people of Latino, Middle Eastern, South Asian, North African, East Asian, and Eastern European descent.
  • Fluency in ASL; knowledge of the Colorado deaf community.

 

WORK HOURS

This position is a full-time non-exempt position that will require 30-40 hours of work per work.  The crisis line operates 24/7, and as such, work hours may be varied depending on operational scheduling needs.  This position may be asked to work evening, overnight, or weekend hours if needed.

PHYSICAL REQUIREMENTS

This position requires the ability to engage in phone conversations and internal meetings. The incumbent must be able to sit for extended periods and have the ability to move about the office by walking or with adaptive equipment. Fine motor skills are required to operate computers, telephones, and other standard office equipment.

The incumbent must have the cognitive ability to correctly interpret speech and written materials in English, use computer software, create and use keywords to conduct successful web-based searches.

RMCP is committed to providing an accessible workplace. Reasonable accommodations will be provided upon request. 

BACKGROUND CHECKING

Finalists for these positions may be required to provide date of birth and Social Security and Driver’s License numbers prior to employment for the purpose of background and criminal record checks. Any offers of employment are contingent on successful background and record checks.

WE ARE COMMITTED TO PRINCIPLES OF EQUAL EMPLOYMENT OPPORTUNITY

RMCP is dedicated to the principles of equal employment opportunity.  RMCP prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, national origin, sex, marital status, religion, disability, military/veteran status, sexual orientation (including transgender status), genetic information, or any other applicable status protected by state or local law. RMCP is committed to making employment decisions based on valid job-related requirements.

APPLY ONLINE ONLY.

To be considered for the position, click here.

Please do not phone or send application materials by U.S. Mail.