Assistant Director of Crisis Lines Operations

Position Title: Assistant Director of Crisis Lines Operations
Status: Full-Time/Exempt
Reports To: Crisis Lines Operations Director
Salary Range: $63,000 - $70,000
Location: Telecommute - Remote

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About the Organization*: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.

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Position Summary: * The Assistant Director of Crisis Lines Operations is responsible for monitoring key performance indicators related to call answer rates, speed-to-answer, and policy/procedural compliance. This position will directly supervise Operations Supervisors and Team Leads, oversee implementation and reinforcement of company policy and procedure, and establish and maintain healthy working relationships across the organization. The Assistant Director of Crisis Lines Operations will manage special projects related to daily operations of the lines including process/policy implementation and new workflows. Program oversight duties for specific lines of business, including monthly and quarterly reports or stakeholder meetings, may be assigned.

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Responsibilities: *

• Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies.
• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution.
• Communicate with Director of Crisis Line Operations regarding daily operational issues and events.
• Develop reports and metrics related to workflow improvement and performance analysis.
• Draft standard operating procedures and policies.
• Oversee implementation and reinforcement of new and existing company policies and procedures in accordance with contact center change management practices.
• Provide individual and group supervision for Operational Supervisors and Team Leads.
• Complete annual performance evaluations for supervisees.
• Assist with maintaining positive morale, high work standards and team cohesion.
• Work with QA Department to ensure operational/procedural issues are fully investigated and resolved.
• Analyze current operational workflows and make recommendations to stakeholders to improve upon current systems.
• Manage and/or serve as key stakeholder in assigned projects regarding operational changes and new workflows for crisis lines.
• Lead or support data collection/analysis and reporting deliverables for internal and external partners as needed.
• Actively pursue strategic and operational objectives.
• Track staffing requirements, collaborating with the HR Department to screen, interview and hire new employees as needed.
• Support college and university internship programs to facilitate placement for Crisis Line interns and practicum students as needed.
• Serve as relevant subject matter expert where appropriate.
• Actively participate in fiscal oversight and budget processes for the Crisis Lines in collaboration with other Crisis Lines leadership and the Chief Financial Officer.
• Actively participate on Lines for Life’s leadership team and engage in strategic planning; and
• Perform other job duties as assigned.

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Required Qualifications: *

• Degree in psychology; social work; or a behavioral science field or extensive experience in the behavioral science and/or operations field in lieu of a Master’s degree. Graduate degree preferred.
• Crisis intervention experience.
• Able to stay calm when handling stressful situations and skilled in problem-solving.
• Strong communication and interpersonal skills.
• Experience coaching and training others and the ability to provide constructive feedback.
• Able to enforce protocols in order to ensure that the lines remain available for incoming crisis calls without compromising the service levels.
• Able to provide sound clinical judgment.
• Skill in discerning the difference between an acute, time-limited personal crisis and a chronic, ongoing mental illness
• Knowledge of the fundamental principles, methods and theories of psychology, as well as the relationship of substance abuse to depression, suicide, and violence
• Skill in identifying and appropriately responding to the warning signs for potential suicide including suicidal ideation, plans, means, and lethality
• Proficiency in web-based computer environment and multi-line phone system.

• *Preferred Qualifications:

• Experience in a call center environment
• Lived experience
• ASIST certification

Physical Requirements:

• May require standing for long periods of time during trainings. This position requires high energy, patience and controlling one’s emotions, as well as the ability to think analytically.

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Work Schedule*

• This position will typically work four or five days per week including at least one weekend day. This position will be regularly scheduled to work 40 hours per week. It requires the flexibility to occasionally stay beyond the scheduled shift to assist staff with wrap-up.

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Assistant Director of Crisis Lines Operations* Compensation Package:
The starting wage for the Assistant Director of Crisis Lines Operations position is $63,000 - $70,000 annually. Lines for Life offers a great benefits package valued at over $9,500 per year, including coverage for employee health, dental, vision, short and long term disability, and life insurance premiums; a matching 401K plan; a flexible spending plan; an employee assistance program; and a free Fitbit.
Lines for Life encourages continued learning and allocates funds each year that staff can access for professional development.
This job description is not meant to be an all-inclusive list of duties and responsibilities but, constitutes a general definition of the position's scope and function in the company.

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EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer._

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All Lines for Life employees must be approved to work by the Oregon Department of Human Services’ Background Check Unit. Background checks are completed after a conditional offer of employment has been extended._

Job Type: Full-time

Pay: $63,000.00 - $70,000.00 per year

Salary : $63,000 - $70,000