988 Program Coordinator

Description

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This position is responsible for assisting in the management and leadership of the 988/Lifeline program, including directly supervising the 988 Shift Leads and Crisis Counselors answering 988 calls. The 988 Program Coordinator is responsible for contributing to the development, implementation, and maintenance of QA/QI processes for the 988 program. The 988 Program Coordinator collaborates with the Training Coordinator to facilitate new hire onboarding and training and will provide coaching, mentoring, and consultation to 988 staff thereafter. This position will be responsible for performing a monthly review of call recordings and documentation as defined by the 988 Program Manager. The 988 Program Coordinator is responsible for assisting in direct service needs, including providing coverage and on-shift consultation to 988 Crisis Counselors and Shift Leads. The 988 Program Coordinator is responsible for identifying trends in metrics and maintaining the 24/7/365 staff schedule. This position works collaboratively with the 988 Program Manager, Administrative Operations Manager, Deputy Director, and Senior Director in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards.

Principal Duties and Responsibilities:

• Provide on-site, remote, and after-hours supervision to the 988 program, including consultations, debriefing, arranging coverage, and other duties as needed
• Create and maintain a remote platform using Microsoft Teams for staff training, enrichment, support, and overall supervision
• Assist in staff interviews and new hire onboarding process, including interview follow-up, Paycom onboarding, and remote technology set-up
• Collaborate with the 988 Program Manager and the Training Coordinator on training logistics, including coordinating remote training, module assessments, role plays, shadowing, and other training activities
• Maintain the 24/7 988 Shift Lead and Crisis Counselor schedule, schedule/facilitate breaks to reduce the impact on call metrics
• As needed, answer incoming 988 calls and engage the client in emotional support, utilizing suicide intervention techniques as appropriate
• Silent monitor staff calls periodically and assist with police intervention and other reporting procedures
• Track metrics and identify trends, implement measures to improve metrics on an ongoing basis
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, Tarasoff Duty to Warn), assist staff in compliance with state and federal laws
• Audit Police Interventions and CPS/APS reports monthly
• Review call recordings and documentation in collaboration with the 988 Shift Leads and assist in providing coaching and training to existing staff according to identified training needs
• Monitor staff compliance with Lifeline Best Practices and agency/department policies and standard operating procedures
• Attend and participate in monthly Lifeline clinical support conference calls
• Submit any required data to funders as requested
• Assist in a monthly continuing education meeting for 988 Crisis Counselors and Shift Leads, utilize remote capabilities in enrichment meetings as needed
• Assist in retention and engagement strategies to continually energize existing Behavioral Health staff
• Actively participate in audit and accreditation activities
• Occasional travel to meetings and conferences

#voaww2

Qualifications

• Bachelor's degree in behavioral science, counseling, or related field
• Three (3) years of recent, directly related experience, including (1) year of supervisory experience
• Washington state credentialing is required upon hire
• Training in suicide prevention and crisis intervention is strongly preferred
• Excellent computer skills including the ability to type quickly with few errors and be comfortable utilizing technology to provide remote supervision
• Strong written and verbal communications skills. Experience communicating via instant messaging is preferred
• Ability to work independently with minimal supervision
• Ability to work cooperatively with members of the general community and as a clinical team member
• Ability to take ownership of decisions and clinical feedback from direct supervisor
• Flexibility and ability to adapt to changes in the work environment and job duties
• Occasional need for flexible scheduling
• Ability to take the initiative and seek information from available resources
• Demonstrated respect for diversity

Effect on End Results:

• Outstanding customer service by providing exceptional quality of care to all 988 clients
• Meet key performance indicators as defined by funder, contractual, and accreditation requirements
• Maintain a highly effective and efficient training program that enhances staff supervision and the QA/QI process
• Provide program support and oversight to accommodate growth in 988

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.