Shift Lead

Description

Position Overview

The First Choice Services Shift Lead is responsible for assisting the Help4WV, Suicide Lifeline, Help304, Problem Gambling, and the PA Get Help Now Helpline Program Directors with all call center operations. This position will be responsible for leading, guiding, and overseeing Helpline Specialists and Helpline Coordinators with their job duties.

Additionally, the Shift Lead will serve as a backup to Helpline Specialists and Coordinators by answering the various crisis and help lines and assisting callers with information and referral for needed resources. The Shift Lead is responsible for providing excellent customer service to callers by taking the time to understand their unique circumstances and needs, providing options for help, support and treatment.

The Shift Lead should exhibit strong leadership qualities, and make decisions that align organizational goals, policies and procedures. Shift Leads are responsible for representing the agency and its mission in their direct interaction with callers and employees. Shift Leads are trained and expected to work within multiple programs, the array of which may change according to agency needs and growth. Shift Leads are a part of the FCS administrative and leadership team and are therefore expected to hold themselves to the highest standard of professional behavior including but not limited to communication with employees and consumers, appropriate leadership role and boundaries, conduct on social media, willingness to learn and positive attitude. Shift Leads are privy to sensitive information and have an explicit understanding of privacy and confidentiality standards to which such information is subject.

Essential Job Functions

• Leads and guides Helpline Specialists, Helpline Specialists, and Crisis Counselors.
• Consistently acts and communicates with kindness, respect, honesty and fairness.
• Understands and upholds the confidentiality of sensitive issues related to personnel, policy, business, consumers, etc.
• Communicates relevant information, including but not limited to staff attendance, performance, behavior, IT/facilities issues and safety/security concerns on a daily basis to Directors.
• Provides support, and resolves minor problems and complaints. Acts as a source of information and answers helpline staff questions, giving instruction when needed.
• Escalates issues appropriately to Directors on a case by case basis.
• Promotes a collaborative work environment, as well as positive interactions and good morale among shift employees.
• Monitors helpline performance during shift to ensure helpline staff are following policy and procedures.
• Meets daily or other reporting requirements.
• Gather and exchange information based on the caller’s needs and individual circumstances.
• Communicate information about various appropriate treatment services and available supports without bias.
• Answer incoming calls, texts and chats, and document caller interactions with the electronic database as well as within other systems as needed.
• Follow-up with callers to monitor and track success, field concerns and provide further information, referral and support as needed. 
• Respect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services. 
• Provide all services in an ethical manner while maintaining participant dignity. 
• Participate in professional development, staff meetings, continuing education, quality improvement and performance review as required. 
• Provide for the safety and wellbeing of callers following all applicable mandated reporter and duty of care standards. 
• Adhere to all policies and procedures.

Non-Essential Job Functions

• Contribute to the overall strength of the agency and the department by completing all other duties as assigned.

Requirements

• Bachelor’s or Associate’s degree in a Human Services or management field preferred, High School Diploma or equivalent required.
• Proven leadership and interpersonal skills.
• Substance abuse recovery time of at least a year, if applicable.
• Strong written and verbal communication skills.
• Compassion and empathy to appropriately respond to the unique circumstances and needs of all callers and employees.
• Ability to access information through computer systems while interacting with callers via text, phone and chat.
• Good judgment related to managing employees, managing challenging callers, requesting /support as necessary and handling unique situations. 
• High attention to detail.
• Passion for helping others in the area of suicide prevention, mental health and addiction.
• Ability to work with co-workers, callers and administrators in a respectful and cooperative manner regardless of differences in values or opinions.
• Ability to work evenings, nights, weekends, and holidays as required.
• Must be able to type.

• Must be able to read and speak English fluently.

Other Skills/Abilities

• Ability to multi-task: Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration. 
• Communication skills: Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports. 
• Organizational ability: Demonstrates a systematic approach in carrying out tasks and assignments. 
• Problem solving skills: Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems. 
• Client service skills: Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements. 
• Computer skills: Comfortably and confidently uses a computer and specialized software. 
• Initiative: Self-motivated and shows willingness to accomplish multiple tasks as assigned. 
• Integrity: Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment. 
• Cooperativeness: Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others. 
• Flexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned. 
• Independence: Able and willing to perform tasks and duties without direct supervision. 
• Tolerance for Stress / Resiliency: Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations. 
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.

The requirements listed above are representative of the knowledge, skill and/or ability required.  Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Working Environment

• A climate controlled, call center environment.
• Steady work on phone, computer equipment and computer systems.
• Continuous or near continuous sitting at a desk.
• Limited physical effort is required with limited exposure to physical risk. 

Physical Requirements

• Extensive computer work with long periods of sitting in a typical call center work environment. 

EQUAL OPPORTUNITY EMPLOYER

Qualifications