Job Description:
HOTLINE SUPERVISOR II The Hotline Supervisor leads the supervision of Crisis Hotline staff including oversight of 988 specific requirements, DPH ACCESS program and possible clinical supervision of pre-licensed volunteers and staff. This position has variable shifts to accommodate hotline needs which include daytime, evening and weekends, across the combined Hotline, Crisis, 988 and ACCESS referral lines. This position will also help develop new headway into the new 988 program, providing structure, follow up, and possible development of 911 diversion services. This position will include new implementations of 988 policy and procedure within the San Francisco County crisis continuum. This position works closely with the Director of Programs and Hotline Manager to provide supervision, training, mentorship and quality assurance for staff. This position is earmarked for post graduate pre-licensed clinical staff (ASW, AMFT, APCC) seeking licensure hours. A challenging role for Licensed clinicians (LCSW, LMFT, LPCC) desiring to make a difference in developing a more effective San Francisco City and County Crisis Continuum.
PRIMARY ACCOUNTABILITIES & RESPONSIBILITIES: Accountabilities: (3-5)
Quality AssurancePeople & CultureCollaboration/PartnershipComplianceResponsibilities: Program Implementation and Continuous Program Improvement
Supervision of varied daytime, overnight and weekend staff on all Hotlines including 988, scheduling, staff support, systems and technology issues, staff training, mentorship and referral networks. Assist Hotline Manager to implement a Continuous Quality Improvement plan to strengthen program improvement, staff support and client satisfaction.Implement and assist in the design of program delivery components, including innovation areas such as post engagement follow up and development of new programing within the City Crisis Continuum.People & Culture
Hire, onboard, train, develop, and supervision of hotline daytime, overnight and weekend staff. Identify and address staff education needs inclusive of continuing education trainings/activities.Develop a culture of collaborative teamwork, mentorship and accountability to increase staff engagement and commitment.Provide proactive and timely performance feedback and supervision of staff. Encourage open two-way dialogue about how to improve services and meet contract requirements.Ensure consistent and fair application of staff policies and procedures. Collaboration/Partnership
Optimize current referral network list and ensure partners are trained as necessary to support referrals.Strengthen existing partnerships to maximize Hotline functioning, volunteer recruitment and sustainability.Explore new partnership and collaboration opportunities.Compliance
Ensure ethical and professional boundaries with staff, volunteers, and clients are observed. Review and provide guidance as needed on written program policies and protocols.Collate data and analyze program reports and data to identify trends and make projections or recommendations for program continuous improvement.Assist the Director of Programs to ensure compliance with county, state and federal service delivery and funding requirements for overnight and weekend specific shifts.Perform other duties and special projects as assigned by Hotline Manager.Clinical Supervision
If Applicable, provide clinical supervision for unlicensed post graduate clinical staff and volunteers who provide telehealth services at Crisis Hotline.SUCCESS COMPETENCIES FOR POSITION: (competencies required to effectively perform the job) Interpersonal Communication - Establishes rapport quickly and delivers multi-mode communications that convey a clear understanding of the needs of different audiences: co-workers, managers, clients, clients families, care providers, etc. Adjusts to fit the audience and the message. Accepts responsibility for miscommunications or misunderstandings. Listens actively and effectively: seeks first to understand. Conveys information in a jargon-free, non-judgmental manner.Problem Solving - Uses a logical approach to address problems or manage the situation at hand by drawing on ones knowledge and experience base, and calling on other references and resources as necessary. Presents problem analysis and recommended solution (s) rather than just identifying or describing the problem itself. Acknowledges when one doesnt know something and takes steps to find out. Identifies root causes and addresses problems in ways that lead to innovative solutions. Considers multiple sides of an issue. Weighs consequences before making final decision. Is open to new ideas and processes. Adjusts approach to achieve results.Optimizes work processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement and delivery of services. Identifies and creates the processes necessary to get work done with highest quality. Separates and combines activities into efficient and clear workflow. Designs processes and procedures that allow managing with minimal supervision. Seeks ways to improve processes, from small tweaks to complete redesign.FUNCTIONAL/TECHNICAL SKILLS & KNOWLEDGE: (knowledge and skills required to effectively perform the job) Ability to work flexible hours which may include some evenings or weekends.Experience with evidence-based practices, Trauma informed care and call center settingExperience / knowledge with drug relapse prevention and HIV/AIDS clientsDemonstrate ability to engage and support clients & staff with challenging behaviorsAble to manage emotions and reactions to different situations. Stays calm and clear under pressure.Ability to work effectively both individually and as part of a diverse team.Able to exercise good judgment and maintain healthy boundaries with clients and staff.Strong computer skills: MS office, data entry, write clear and accurate narrative reports.Ability to analyze and interpret dataExperience leading and developing a multi-cultural teamExperience developing and influencing work culturesAbility to use facilitation and change management skills and facilitate change through the organization.QUALIFICATIONS: (education and work experience) Successful completion of training in suicide prevention/crisis intervention or equivalent (Provided).Minimum of Master's Degree in a human services field or equivalent experience, pre and post licensure applicants encouraged to apply.Experience in suicide prevention/crisis intervention and/or hotline services a plus.At least three (3) years of staff and program supervision and management.Experience working with vulnerable populations.Excellent written and oral communication skills.Commitment and ability to work as part of SFSPs leadership team.Demonstrated ability to utilize computers and proficiency in Microsoft Office software.Projects a professional demeanor and possess excellent writing and oral communication skills, interpersonal skills, and ability to work individually.Commitment to support peer led crisis support as part of a team.PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee successfully performing the essential functions of this job (i.e., travel, driving, lifting, etc.). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: Please use percent time spent in these requirements. Totals do not have to add to 100%.
Standing and Walking: 15% required
Close Vision and Sitting: 50%
Talking and Hearing: (via phone/in person) 60% required
Lifting (more than 20 lbs): 5%
Travel: 10%
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