Supervisor, 211 & Crisis Services

Heart of Florida United Way • Orlando, FL

7h • Remote

About The Position

Supervise 211 and Crisis Services Specialists and provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment. KEY RESPONSIBILITIES & ESSENTIAL DUTIES OF POSITION An individual must be able to perform each essential duty listed below at a satisfactory level: Constantly monitor incoming contacts (calls, chats, texts, and emails) and Specialists’ interactions for timely response, intervention, and quality service. Provide technical support to Specialists and address any issues and outages. Constantly answer inbound chat, text, and email client contacts and complete outbound crisis/suicide follow ups calls. Maintain accurate data collection on all contacts in the appropriate database. Maintain a non-judgmental attitude when interacting with Specialists and contacts, displaying sensitivity to all cultural backgrounds. Advocate for clients when appropriate and assist Specialists in understanding when advocacy is needed. Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics. Provide appropriate screenings for specialized programs. Access multiple databases for resources and appropriately refer contacts. Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment. Assist Specialists by conducting interventions with contacts in imminent safety risk situations. Initiates debrief meetings with Specialists following challenging contacts (suicide, homicide, child abuse, human trafficking, domestic violence, etc.) to review protocols used, provide feedback and coaching, and ensure personal self-care techniques are used, as necessary. Accurately document all meetings with direct reports on a regular basis to ensure effective communication, coaching, and professional development, and conduct formal performance reviews. Collaborate with Managers or Directors to address performance concerns and departmental processes to enhance quality assurance outcomes. Occasionally answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral calls when needed. Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements. Identified as essential, requiring prompt and effective action during critical situations to ensure the safety and well-being of the community . Complete all training for new programs and services related to 211 and Crisis Services when needed. Attend all required in-person and virtual meetings as scheduled, and specialized trainings upon eligibility . Contribute to overall organizational success by performing other duties and responsibilities as assigned.

Requirements

• Associate degree or equivalent combination of experience and education may be considered in lieu of degree.
• Two years in social services, crisis hotline, contact center, or information and referral service preferred.
• One year of supervisory or coaching experience preferred.
• Experience with Microsoft Office required.
• Client management databases or other relational database experience, preferred.
• Demonstrated knowledge of health and human services desired.
• Ability to effectively assess client and staff needs and show sensitivity to issues.
• Excellent organizational skills with the ability to quickly adapt to a changing call volume while maintaining standards of high quality required.
• Ability to multi-task and work in a fast-paced contact center.
• Must have access to a private, secure, and stable high-speed internet connection
• Must have access to a quiet, confidential workspace
• Ability to attend in-person meetings and events as required by the role
• Ability to pass level II background screening
• Bilingual in English/Spanish preferred.
• Communications - Ability to communicate effectively.
• Business Ethics - Ability to work with integrity and ethics.
• Judgment - Ability to use sound judgement.
• Initiative - Ability to take initiative.
• Teamwork - Ability to work in a team environment.

Nice To Haves

• Bachelor’s degree preferred.
• Inform USA CRS or CRS-DC certification preferred.
• CIRS or Crisis Worker certification preferred.

Responsibilities

• Constantly monitor incoming contacts (calls, chats, texts, and emails) and Specialists’ interactions for timely response, intervention, and quality service.
• Provide technical support to Specialists and address any issues and outages.
• Constantly answer inbound chat, text, and email client contacts and complete outbound crisis/suicide follow ups calls.
• Maintain accurate data collection on all contacts in the appropriate database.
• Maintain a non-judgmental attitude when interacting with Specialists and contacts, displaying sensitivity to all cultural backgrounds.
• Advocate for clients when appropriate and assist Specialists in understanding when advocacy is needed.
• Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics.
• Provide appropriate screenings for specialized programs.
• Access multiple databases for resources and appropriately refer contacts.
• Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
• Assist Specialists by conducting interventions with contacts in imminent safety risk situations.
• Initiates debrief meetings with Specialists following challenging contacts (suicide, homicide, child abuse, human trafficking, domestic violence, etc.) to review protocols used, provide feedback and coaching, and ensure personal self-care techniques are used, as necessary.
• Accurately document all meetings with direct reports on a regular basis to ensure effective communication, coaching, and professional development, and conduct formal performance reviews.
• Collaborate with Managers or Directors to address performance concerns and departmental processes to enhance quality assurance outcomes.
• Occasionally answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral calls when needed.
• Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
• Identified as essential, requiring prompt and effective action during critical situations to ensure the safety and well-being of the community .
• Complete all training for new programs and services related to 211 and Crisis Services when needed.
• Attend all required in-person and virtual meetings as scheduled, and specialized trainings upon eligibility .
• Contribute to overall organizational success by performing other duties and responsibilities as assigned.

Benefits

• Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays up to 80% of your premium.
• Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.
• 401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.
• Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance. Full-time employees start accruing paid time off (5 weeks your 1st year) upon hire, with generous carry over.
• Telework – depending on the role, most of our positions offer the ability to work from home either part or full-time, saving you valuable time and money! The benefits to many of working from home include time saved on getting lunch prepared for work, no communing times, and saving money on gas and wear-and-tear to your car.
• Flexible Schedules – our Call Center is a 24/7 operation, offering those who need a more flexible schedule the opportunity to workdays, evenings, or nights, if needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree