DESCRIPTION
Lines for Life Job Description
Position Title: Assistant Crisis Lines Director of Military Services
Status: Full-Time/Exempt
Reports To: Crisis Lines Director
About the Organization: Lines for Life is a non-profit dedicated to preventing substance abuse and suicide because they touch so many families in our society. We have served thousands of people with addiction, mental health and suicide intervention services, treatment referral and drug prevention education. According to Oregon Business, Lines for Life is one of the 100 Best Nonprofits to Work for in the state.
Position Summary: This position oversees Lines for Life’s military services, including the Veteran’s Crisis Lines program, so that crisis and referral calls from active military members, veterans and their families on are answered with care and compassion in accordance with the scope of the program, and that the key performance indicators (KPI) set by the Veteran’s Administration (VA) are achieved.
Responsibilities:
Demonstrate the culture of Lines for Life by modeling behavior that supports Line for Life’s and the Crisis Lines Program’s goals and philosophies;
· Provide direction to the military services team at Lines for Life;
· Monitor the VCL KPIs and develop and recommend corrective actions;
· Manage the Military Crisis Intervention Specialists and meet 1-on-1 regularly with them to provide performance feedback, mentorship, and creative problem-solving;
· Ensure that VCL staffing needs are met by working with the QA Specialist to forecast call volume, collaborating with HR and the Crisis Lines Director during the hiring process; and making sure Administrative Support has clear guidelines for staffing;
Collaborate with the Assistant Crisis Lines Director to create a training program that is synonymous with the VCL Responders Training and ensures that all Military CIS staff are able to pass the exam and well-equipped to answer Veteran’s Crisis Line calls with compassion and care and within the scope of the program;
· Be knowledgeable of the VCL Program budget and make budget recommendations to the Crisis Lines Director;
Provide sound clinical judgment to Military Crisis Intervention Supervisors with challenging cases;
Complete 90-day and annual performance appraisals on dedicated VCL staff;
· Answer calls on the crisis lines and/or assists with rescues during catastrophic events and periods of high call volume when the regular call takers are at full capacity to ensure that each call is answered in a timely manner and submits call reports; and
· Perform other duties as assigned.
Required Qualifications:
Graduate degree in psychology; social work; or a behavioral science field.
At least 2 years of crisis intervention experience required.
At least 2 years of management experience required, 5 years preferred.
Extensive understanding of military culture and the Veterans Administration systems.
Able to establish protocols in order to ensure that the lines remain available for VCL calls without compromising the service levels.
Ability to manage a large department and complex programs involving high-pressure services.
Skill in discerning the difference between an acute, time-limited personal crisis and a chronic, ongoing mental illness
Knowledge of the fundamental principles, methods and theories of psychology, as well as the relationship of substance abuse to depression, suicide, and violence
Skill in identifying and appropriately responding to the warning signs for potential suicide including suicidal ideation, plans, means, and lethality
Able to provide sound clinical judgment with challenging cases.
Able to stay calm when handling stressful situations and skilled in problem-solving.
Proficient in Microsoft Office, a web-based computer environment, EMR systems, and a multi-line phone system.
Strong communication and interpersonal skills to establish rapport with callers and support peers in the crisis center.
Preferred Qualifications:
Veteran or military background.
Experience managing a complex call center environment
ASIST certification
Certification or license in a mental health or social services related field preferred including AAS (American Association of Suicidology) Crisis Worker Certification); Licensed Clinical Social Worker (LCSW); Licensed Mental Health Counselor (LMHC); Licensed Marriage and Family Therapist (LMFT), etc.
Travel and Schedule Requirements
Generally work 40 hours a week, including some holidays and weekends in order to meet crisis lines staffing needs and provide weekend trainings.
This position requires occasionally travel for conference, trainings, outreach, and networking opportunities.
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company.
EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.
To apply: Email your resume and cover letter to HR@linesforlife.org. In your cover letter, please explain why you would be a good fit for this position.