Warmline Shift Leader - Sunrise 12am-8am

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 oncall 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/employment/

Our mission is to provide dynamic progressive and diverse supports to improve the wellbeing of our communities and were 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 $4000 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 onduty Peer Support Operators. Shift Leaders work closely with the shift and OnDuty 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 OnCall Supervisor. On this asneeded basis the Shift Leader/ OnCall Supervisor will serve as a substitute OnDuty Supervisor to provide direction and support to teams of onduty 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 OnCall Supervisor on a temporary basis the employee in this role is supervised by the Warmline Program Manager. For longterm/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/OnCall 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 allstaff meetings including participation in roleplays and/or coreflection 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 backup 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 onshift support.
• Track breaks to ensure adequate coverage.
• Track call length. Assist operators when call length exceeds 20 minutes.
• Assist operators with nonphone duties such as completing trainings in Relias.
• Perform warmline operator duties as needed/scheduled.

When substituting as an OnCall Supervisor provides OnShift Direction and fulfills the onshift

responsibilities of a Supervisor OnDuty including these tasks:

• Be Present/Connective in Support Team Chat/ Be Present/Connective in Daily AllStaff Chat
• Be Present/Available for In Call Support After Call Care & CoReflections (Orange/Red/Blue)
• Relay Scheduled CoReflections & 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 CoReflections & After Call Decompressions
• Challenging/Inappropriate Caller/Operator Experiences
• Additional On Shift Tasks Worked
• Inbound Stats at End of Shift
• Completed FollowUps
• 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 selfstarter 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 coworkers 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 181.536181.537 and in accordance with OARthrough.

In addition to a preemployment 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 drivers 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 $300000 or more liability coverage for bodily injury and $100000 or more liability coverage for property damage and maintain said level of coverage for the duration of employment at CCS.

The employees 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 individuals 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..