About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to nearly 200,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable.

As an organization, we value equity, diversity, and inclusion. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible. We intentionally recruit and retain a workforce that is reflective of the communities we serve and strive to cultivate a sense of belonging for them. We embrace employees and candidates from all backgrounds who want to help make this vision a reality.

The Workforce Management Specialist I performs essential functions of real-time management, capacity planning, and schedule administration as part of the Workforce Management Program. The Workforce Management Specialist I creates valuable reporting on KPIs, reviews future staffing and time-off requests to ensure accurate staffing is on hand to manage forecasted volume, track and report on departmental shrinkage, and recommends process improvements to enhance the help-seeker experience.

• Create and manage employee schedules to ensure proper coverage and adherence to service level agreements.
• Continuously monitor and adjust staffing levels in response to changing call volumes, queues, and agent availability.
• Analyze workforce performance data, such as call metrics, absenteeism, and productivity, to identify areas for improvement.
• Collect, process, and interpret data and partner with the Workforce Management (WFM) Coordinator to recommend staffing requirements.
• Partner with WFM team members to suggest strategies to enhance productivity, reduce idle time, and minimize overstaffing or understaffing situations.
• Generate regular reports and presentations on workforce performance and key performance indicators.
• Utilize workforce management software and tools to automate scheduling and reporting processes.
• Propose and implement process improvements and best practices to enhance workforce management operations.
• Attends routinely scheduled meetings for the Suicide Prevention Center.
• Other projects as assigned.

Position Requirements

• Workforce Management experience or related skills required.
• Experience with NGA-911 or other workforce management systems is preferred.
• Experience with creating and maintaining SharePoint sites and solutions is preferred.
• Experience with SQL and Power-Bi is preferred.
• Experience within social service/mental health/crisis work settings preferred.
• Be 18 years of age or older.
• Have high-speed internet with an active Ethernet connection, and a quiet/confidential workspace.
• Be empathetic, flexible, and adaptable to varying situations.
• Have open availability and flexibility to work within the programs operating hours, including weekends and holidays.
• Be reliable and able to adhere to schedules based upon program needs.
• Complete yearly trainings as required by the agency and administers of 988.
• Have knowledge of all job specific skills including risk assessment and data collection.
• Possess strong interpersonal skills and positively interacts with others.
• Have outstanding communication skills with the ability to engage any individual regardless of background.
• Exceptional at multi-tasking and time management, able to drive multiple pieces of work forward simultaneously while meeting all deadlines.
• Goal-oriented team player with strong experience working in large and complex systems.
• Current valid driver's license issued by the state of current residence and a driving record acceptable to the Agency's insurance carrier.
• A commitment to team objectives and Didi Hirsch philosophies.
• Successfully pass our pre-employment screening, including a background check and live scan fingerprinting.