Afternoon Team Leader

The Afternoon Team Leader provides operational and clinical support during the afternoon Contact Center hours. This position ensures continuity of services, adherence to agency policies and crisis protocols, and support to Helpline Counselors and management. The Afternoon Team Leader assists with coaching and monitoring, to ensure consistent quality and adherence to JCS’ performance expectations are being met. This position provides supervisory support during afternoon shifts and is responsible for monitoring service delivery, information referrals, crisis counseling as well as assisting with suicide intervention calls with clients, upon completion of a thorough assessment and identification of most presenting needs. The Afternoon Team Leader also works with Contact Center Assistant Managers in achieving other short term/long term departmental goals.

All full-time employees are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, full-time employees help set the standard for involvement and demonstrate our commitment to these meaningful traditions. Initials:  _______

essential DUTIES AND Responsibilities:

The essential duties and responsibilities include, but are not limited to:

• Provide active support and guidance to Helpline Counselors during crisis calls, including suicide intervention and mandated reporting situations.
• Serve as the primary point of contact for afternoon shift operational concerns.
• Ensure adherence to Lifeline, agency, and crisis intervention protocols.
• Monitor call activity and documentation for accuracy, completeness, and timeliness.
• Provide coaching and feedback to staff to ensure quality assurance standards are met.
• Assist in de-escalation and provide direct crisis intervention support when necessary.
• Ensure proper handling of emergency dispatch procedures and abuse reporting requirements.
• Maintain oversight of shift coverage, punctuality, and schedule adherence during afternoon hours.
• Document and report shift concerns, incidents, and performance issues to management.
• Participate in quality improvement initiatives and collaborate with management on workflow enhancements.
• Assist in training reinforcement and identification of staff development needs.
• Adhere to confidentiality policies, HIPAA regulations, and all agency compliance requirements.
• Participate in agency trainings, meetings, and required organizational events.
• Serve as a member of the Miami Disaster Relief Team, as applicable.

SUPERVISORY RESPONSIBILITIES

• Provide mid-level supervision and oversight of helpline counselors during afternoon hours.
• Report call outs and tardiness to Managers and Director. Supervise staff breaks and adherence.
• Monitor attendance, schedule adherence, and performance.
• Escalate disciplinary or compliance concerns to management.
• Support onboarding and shadowing of new afternoon staff, as assigned.

• Bachelor’s degree in Psychology, Social Work, or related Human Services field, required. Equivalent experience and demonstrated skill in social services may be considered.
• Minimum of 2 years of experience in crisis counseling or contact center services.
• Prior leadership or supervisory experience preferred.
• Certification as an Information & Referral Specialist (AIRS) preferred or required within one year.
• Strong crisis assessment and suicide intervention skills.
• Ability to remain calm and decisive in high risk situations.
• Excellent written and verbal communication skills.
• Skilled in data entry and documentation systems.
• Bilingual (English/Spanish) or (English/Creole), required.

Salary : $51,000