Manages and supports call flow on the Crisis Line.
Ensures the crisis counselors and volunteers follow program standards, contracts, policies, procedures and guidelines.
Listens and monitors volunteers and crisis counselor calls.
Researches and locates appropriate resources for volunteers and crisis counselors while they are on a call.
With support from the On-Call Supervisor, may make the determination of mandated reports and sending rescue to callers or chatters.
Initiates debriefing sessions with volunteers and crisis counselors after they have taken a call.
Identifies volunteer and crisis counselor training needs and provides individual support.
Provides input and feedback for performance evaluations of volunteers.
Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center or the Agency.
Participates in SPC training activities.
Responsible for oversight and support of crisis counselors and volunteers for the Suicide Prevention Center’s Crisis Line to ensure compliance with program standards, contracts, policies, procedures and guidelines.
Take crisis calls as needed to support program needs.

Fluency in required language for assigned program (Spanish).
Possess a high school Diploma or equivalent.
Must be 18 years or older.
Minimum of one year experience as a Crisis Counselor at Didi Hirsch or similar crisis hotline.
Able to efficiently use the personal computer to include Microsoft Office Suite and crisis line software.
Support the values and mission of Didi Hirsch as related to employment.
Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state, federal regulations relating to emergency mental health services.
Demonstrate current knowledge of all job specific skills including volunteer supervision, crisis intervention, suicide prevention, telephone crisis line procedures, multicultural and socio-economic issues.
Present ideas, information, and viewpoints clearly, both verbally and in writing.
Have basic supervisory skills sufficient to manage a staff of volunteers and crisis counselors, enforcing policies and procedures while maintaining a supportive environment.
Have strong interpersonal skills, interact well with others, and effectively communicate to others when conflicts occur.
Demonstrate commitment to team objectives and Didi Hirsch philosophies.
Ability to adapt and be flexible to changes in protocol and program needs.

Shift Supervisor, Bilingual – Spanish

About this role