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Shift Support Supervisor (NAMI OC WarmLine)

NAMI Orange County

Shift Support Supervisor (NAMI OC WarmLine)

Santa Ana, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Job Description

    NAMI OC WarmLine Shift Support Supervisor is responsible for overseeing the shift operations of our WarmLine. They supervise a team of peer support specialists who answer calls and chats from individuals with mental health concerns, substance abuse issues, and other challenges. The Shift Support Supervisor ensures that the WarmLine calls are answered in a timely manner per our contract guidelines. Provides quality control to ensure that callers receive compassionate and appropriate support, while providing feedback and support to improve our team’s performance.

    ESSENTIAL FUNCTIONS AND DUTIES:

    • Supervise Staff: Oversees the team of peer support specialists and volunteers who work on NAMI OC WarmLine. They are responsible for providing training, support, and supervision to the staff to ensure that standards, policies, and procedures are being properly followed.

    • Monitor Call Flow: Monitors the call flow and helps to manage the workload of the support staff and volunteers. They ensure that callers receive timely, effective and efficient service.

    • Ensure Compliance with Quality Standards: Ensures that NAMI OC Warmline service meets the quality standards and expectations set for the organization. They may conduct various performance audits and analyses to ensure that the service is meeting its goals.

    • Implement Procedures and Policies: May also have to help develop procedures to improve our service.

    • Handle Escalation Calls: Sometimes, callers may need more support than a WarmLine peer specialists can provide. In such cases, NAMI OC WarmLine Shift Support Supervisor may handle escalation calls or refer callers to a crisis line for further assistance.

    • Data Management and Analysis: Responsible for collecting and analyzing data related to the Warmline service. This includes monitoring call volume, tracking demographics and other trends to measure the effectiveness of the service.

    • Handle Administrative Tasks: May also have to complete various administrative tasks such as scheduling staff and creating reports. They help ensure the service meets the needs of callers and is able to continue operating effectively.Complete specific assignments as requested by the WarmLine Operations Manager and/or Program Directors.

    • Participate in training and professional development: Attend regular training sessions and professional development opportunities to enhance knowledge and skills related to crisis intervention and support.

    • Other Duties: This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times, as determined by a supervisor in order to meet the needs of the organization.

    KNOWLEDGE, SKILLS AND ABILITIES:

    • Must be available to work some weekends for training and on-call scheduling.

    • Provide appropriate communication skills while offering compassionate listening and peer support in operating the WarmLine for a minimum 4 hours per week.

    • Ensure a present and attentive approach, adhering to the guidelines, to maintain the efficiency and effectiveness of our peer support service on the WarmLine

    • Exhibit a strong understanding of peer ethics and maintain appropriate boundaries while providing empathetic support and fostering a safe environment for individuals seeking mental health support and resources.

    EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

    • Openness to disclose personal live mental health experience.

    • Minimum 2 years experience as a peer counselor, peer specialist, or similar (either paid or volunteer).

    • Minimum 1 year experience providing supervision and/or training of staff and/or volunteers.

    • Minimum education of an associates degree from an accredited college or university (preferred).

    • Experience maintaining the confidentiality of sensitive information, understanding of confidentiality practices.

    • 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, technology systems (Zoom, iCarol, NICE) 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.

    • Bilingual (English/Vietnamese, English/Spanish, English/Farsi or English/Korean) - not mandatory, definitely a plus.

    • Support the values and mission of NAMI OC.

    • Ability to pass a background clearance.

    DETAILS:

    Full Time & Part Time Availability

    Must reside in Orange County, California or within the area (LA,SD,IE)

    Hybrid, must be able to work in person when required.

    Reports to NAMI OC WarmLine Operations Manager