Accountable To: Abrazar Leadership team, Warmline Program Leadership Team

Position Overview:

The Warmline Program Director is a professional who is responsible for assisting in the daily operations and procedures of the Spanish Warmline team. This includes developing and implementing policies and procedures to ensure our participants' and staff's safety and well-being. The Program Director is also expected to contribute to the innovative design of outreach programs to increase Abrazar's impact within its communities.

Primary Duties

• Oversee the overall functioning and operations of the Warmline, including but not limited to its staffing and services.
• Ensure the staff members of the Warmline abide by the policies and protocols.
• Assist with program training and collaboration with the Warmline Leadership team.
• Participate in job-related training to enhance skills and professional development.
• Develop and implement new programs or support services, such as training workshops, community outreach programs, or fundraising events, to address the needs of the population served by the call center.
• Foster strong communication and collaboration between the Warmline and other programs.
• Continually evaluate the effectiveness of the Warmline services and programs by analyzing feedback and necessary metrics to provide optimum services.
• Report any technical problems or operational issues to Warmline Leadership.
• Execute strategic plans and goals for the Warmline for better performance and sustainability.
• Maintain and review records of the call center's activities and services to ensure proper documentation.
• Contribute to developing and maintaining the Warm Line's referral and resource database.
• Support the Program Leadership team in revising program manuals, training curricula, and other materials.
• Write and submit monthly reports for your Director of Finance and Administration.
• Help plan and staff community outreach events, funding campaigns, and other special projects.
• Serve as a role model in carrying out Abrazar's mission.
• Establish and maintain an environment that encourages teamwork, collaboration, and ethical behavior.
• Maintain regular, reliable, and predictable attendance.
• Support and lead the members of the team and their work.
• Other Duties: This job description incorporates this position's essential functions and duties. However, other duties may sometimes be required and assigned as determined by a supervisor to meet the organization's needs.

Experience & Education Requirements

• Personal mental health lived experience and openness to disclose to Warm Line callers and during counselor training is a requirement for this position.
• A bachelor's degree in Human Services or Behavioral Sciences is preferred but not required.
• Minimum 2 years experience as a peer counselor, peer specialist, or similar (either paid or volunteer), ideally within a nonprofit setting.
• Minimum 1-year experience providing supervision/coordination or training of staff or volunteers.
• Minimum 3 years experience in an Administrative position
• Experience maintaining the confidentiality of sensitive information, understanding of confidentiality practices.
• Ability to interpret, adapt, and apply guidelines and policies.
• Familiarity with the mental health recovery movement, peer support model, and local resources
• Proficiency in Google Office Suite, use of a multi-line phone system, and basic troubleshooting
• Demonstrate working knowledge of the mental health, substance use, and suicide prevention services specific to hotline or emotional support warmline mental health services.
• Proficiency in computer programs such as Microsoft Windows, Word, Excel, PowerPoint
• Adapt to changing needs by acquiring new skills and knowledge.
• Excellent written and verbal communication skills, including explaining complex material.
• Ability to comfortably utilize a collaborative approach to leadership and problem-solving.
• Strong interpersonal skills and ability to work and lead diverse team members.
• Ability to work with individuals of all ages and abilities.
• Must possess a valid driver's license with a good driving record.
• Available to work flexible hours, including evenings and weekends when needed.
• Bilingual English/Spanish is required.
• Abilityto pass a background clearance.

Physical, Mental, and Environmental Demands and Conditions

• Must possess body mobility to stand and/or sit frequently or for an extended period at meetings, trainings, conferences, or community events in office or offsite community locations.
• Prepare and present presentations with appropriate technology and teaching resources.
• Must possess vision sufficient to read standard text and drive a vehicle.
• Must have manual dexterity sufficient to use hands, arms, and shoulders to operate a keyboard, take notes, utilize office equipment, complete and file reports, and file, and copy documents.
• Strong multi-tasking skills and ability to work well in a team setting as well as independently.
• Perform quality work within deadlines with or without direct supervision.
• Ability to do some travel for conferences, meetings, and training.
• Occasional weekend hours as needed, ability to work a flexible schedule.

Reports To: Director of Finance & Administration

Job Type: Full-time Exempt

Salary Range: $62,400 to $66,560 

Benefits: Eligible after 90 days probationary period. 

• Paid Time Off - Vacation (12 days per year)
• Paid Time Off – Health (7 days per year)
• Holiday Pay (12 days per year)
• Health Insurance
• Dental and Vision Insurance