SUPPORT LINE sUPERVISOR, METRO CRISIS SERVICES


POSITION IN THE ORGANIZATION

First Level: CEO
Second Level: Call Center Operations Director

Third Level: THIS POSITION

Fourth Level: Support Line Peer Specialists

LOCATION OF JOB

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

LEVEL OF ACCOUNTABILITY, DECISION MAKING, AND JUDGEMENT

The Support Line Supervisor is required to exercise a high degree of independent judgment within the bounds of MCS’ ethics, organizational policies and procedures, and community standards of care.  The Support Line Supervisor is expected to utilize his/her own experience in recovery and principles of peer specialist training to guide telephonic interactions to benefit callers and instill hope of positive change. The Support Line Supervisor is accountable within the organization to the Clinical Operations Director and the CEO.

PRIMARY PURPOSE OF THE JOB

The Support Line Peer Supervisor is responsible for supervision and direct quality assurance of Peer Specialists who answer the Colorado Support Line.  This requires the ability to manage personnel issues and to provide support and consultation regarding support line caller situations.  Developing and maintaining relevant training modules, and supervision and support programs for staff and general oversight of the call center support line operations is required.  The Support Line Supervisor will also answer calls and complete outreach to callers of the Colorado Support Line.

MAJOR TASKS

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

Call Center

  • Receive incoming calls from clients, families, friends and possibly other community helpers.
  • Listen to callers’ experiences, provide support, model recovery, promote hope, empowerment and positive change
  • Screen for safety concerns and make appropriate transfers to crisis line.
  • Provide information and referrals to available community programs, as may be indicated.
  • Initiate follow-up calls to continue to offer support, check in with caller’s success on any planning made, inquire about success with contacting community resources, gather information regarding caller satisfaction with services.
  • Utilize MCS data systems to gather data and document call activity.
  • Facilitate peer supervisions and attend MCS trainings.
  • Monitor peer specialist calls and provide feedback regarding performance.
  • Participate in completion of annual performance evaluations for peer specialists.
  • Identify/develop/maintain training modules for peer specialists.
  • Utilizing data gathered through MCS telephone and data systems, monitor call volume and call statistics regarding the Support Line and participate in data analysis activities as it pertains to individual peer or agency performance.

 

QUALIFICATIONS

Metro Crisis Services 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.

  • Identifies as a person with lived experience regarding mental health and/or substance use issues
  • Actively engages in personal recovery plan; minimum of one year.
  • Ability to summarize positive effects of recovery experience and be willing to share in a way that would be helpful to callers.
  • Completion of a peer certification training which incorporates Colorado’s Peer Specialist Core Competencies (e.g. Colorado Wellness Network’s Peer Specialist Training or Advocates for Recovery Recovery Coach Training)
  • High school diploma or equivalent.
  • One year experience working in a peer services environment.
  • Ability to establish rapport, engage in active listening, collaboratively problem solve with callers.
  • Ability to efficiently learn, maintain, and demonstrate mastery of MCS operational protocols.
  • Ability to exercise independent, ethical judgment and maintain appropriate boundaries with callers with minimal direct supervision.
  • Oral and written communication skills, and familiarity with computer use for call documentation and internal communications.
  • General knowledge of substance abuse, mental health, and mastery of recovery issues and principles.
  • Willingness to work evening, weekend and holiday hours.
  • Speak, read and write English clearly and concisely.
  • Must understand and support mission of MCS and represent the agency in a positive manner within the community.
  • Participate in external peer support systems (e.g. iNAPS, NAMI, AFR Groups)
  • Eagerness for professional and personal growth opportunities.

 

Preferred candidates will also possess the following:

  • Bilingual.
  • Demonstrated experience in direct supervision and management of employees.

 

PHYSICAL REQUIREMENTS

These positions require the ability to engage in phone conversations and internal meetings. Incumbents 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.

Incumbents must have the cognitive ability to correctly interpret speech and written materials in English, use simple arithmetic, and create and use keywords to conduct successful Web-based searches.

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

 

ADVERSE WORKING CONDITIONS

  • Work is conducted in a secure office setting.
  • Telephonic peer support work may produce stress. Training, professional supervision, and support is provided to help mitigate these effects. 

 

WORK HOURS

This position is a full time position requiring physical presence in the office or other assigned locations 40 hours per week. Telecommuting is generally not possible for this position. The Colorado Support Line operates 12 hours a day, 7 days a week.  Metro Crisis Services will make reasonable efforts to provide staff members with a stable, predictable individual work schedule in accord with individual preference.  Most employees  will be required, on occasion, to work outside of daytime business hours, including weekends and holidays.

BACKGROUND CHECKING

Finalists for this position may be required to provide date of birth, 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

MCS is dedicated to the principles of equal employment opportunity.  MCS 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. MCS 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.