Common Ground
  • 13-Jan-2020 (EST)
  • Resource and Crisis Helpline
  • Pontiac, MI, USA
  • 15.52 - 17.48
  • Hourly
  • Full Time

Cafeteria style benefit structure, including medical, dental, vison, life, long and short term disability. Generous paid leave time.


This position will be expected to work Sunday 10:00 am - 6:00 pm, and Monday through Thursday 3:00 pm - 11:00 pm.

 

SUMMARY:

The RCH Supervisor is an at-will position that reports to the Program Manager. This position will supervise assigned shifts of the 24-hour Resource and Crisis Helpline and online emotional support services, including staff, intern and volunteer supervision, and critical decision making. The RCH Supervisor will supervise the workflow of RCH Specialists' timeliness and standards during the shift. This position will ensure quality services for all people seeking services, excellence in customer service, and appropriateness of RCH Specialists' decisions. The RCH Supervisor will supervise all operations of the team on shift. The RCH Supervisor will monitor RCH Specialists' schedules, address work related issues, approval payroll and time off requests, track attendance and punctuality, ensure completion of required documents for all RCH Specialists' prior to ending their shift, and will provide debriefing. This position is responsible for completing RCH supervision monitoring forms, individual supervision meetings, RCH Specialists' performance reviews, RCH Specialists' adherence to Common Ground and RCH policies and procedures and disciplinary action, as needed. This position will participate in new employee interviews and on boarding, as needed. Furthermore, the RCH Supervisor will reinforce a team culture that is positive, accountable, and responsive to the needs of people and the community. This position requires a weekend supervision shift and on-call duties on a rotation basis, with responsibilities as a first respondent to any issues or situations that may arise during designated hours.

 

ESSENTIAL JOB FUNCTIONS:

  • Supervise RCH Specialists' on shift including scheduling, coaching, debriefing and monitoring the work of team members
  • Direct and supervise staff, on assigned shift, ensuring adherence to Common Ground personnel policies and procedures
  • Provide supervision and leadership to employees and volunteers during shifts including oversight, guidance, ensuring appropriate referrals are made
  • Ask for help from manager regarding problematic situations and provides mediation, when needed
  • Adhere to licensing guidelines and ensure compliance to internal and external auditing bodies
  • Apprise Program Manager of any unusual events, including completing Incident Reports in a timely manner, as well as staffing and coverage issues
  • Engage in regular supervision and monthly staff meetings and maintain necessary documentation
  • Comply with all Common Ground policies and procedures.

 

RELATED JOB FUNCTIONS:

  • Monitor RCH calls, chats and texts and the National Suicide Prevention Lifeline chats, providing wellness checks, mandated reporting and duty to warn, as needed, for their assigned shift
  • Provide training, development and recognition
  • Oversee quality completion of all required documents, assuring adequate, timely and accurate documentation
  • Evaluate RCH Specialists' performance and provide discipline, as appropriate and per policy
  • Maintain communication between staff and work collaboratively with the Common Ground Management Team and other program staff
  • Promote a culture of trust that reinforces the agency's core values and incorporates trauma-informed care practices
  • Perform other job-related duties as assigned

 

SUPERVISION:

  • RCH Specialists
  • RCH Volunteers and Interns

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

  • Caplan Model of Crisis Intervention
  • Common Ground's programs and services
  • Resources and referral sources within the community at an expert level
  • Crisis intervention and suicide practices and techniques at an expert level
  • Online chat, text-messaging, social media, and internet-based technologies at an expert level
  • De-escalation techniques, motivational interviewing and collaborative problem-solving skills
  • Trauma informed principles and values regarding decisions and treatment of all people served

 

SKILL TO:

  • Type, enter data, file efficiently and operate office equipment
  • Interact well with departmental staff and individuals being served
  • Work independently and apply critical thinking and decision-making skills
  • Demonstrate proficiency in relevant software and applications (i.e. Microsoft Word, Excel, PowerPoint and Outlook)
  • Demonstrate personal qualities of integrity, credibility, and commitment to the mission and vision of Common Ground

 

ABILITY TO:

  • Understand and follow verbal and written instructions
  • Communicate effectively, both verbally and in writing
  • Relate to a diverse population which includes a variety of age, economic and educational backgrounds
  • Consistently exercise superior customer service skills with both team members and individuals being served
  • Apply the dynamics of the crisis intervention model and engage in problem solving process
  • Work in a multi-disciplinary environment and manage evolving needs
  • Monitor crisis counseling provided by staff, volunteers and interns, to provide feedback
  • Be flexible while working within an ambiguous, fast-moving environment to drive toward clarity and solution

 

 

REQUIRED EDUCATION AND EXPERIENCE:

  • Bachelor's Degree in a Human Service field; or comparable combination of education and experience
  • Previous experience in crisis intervention and setting, preferred
  • Previous supervisory experience, preferred
  • Demonstrated experience utilizing the Caplan Model of Crisis Intervention
  • Satisfactory completion of Common Ground's Crisis Intervention Training and Applied Suicide Intervention Skills Training (ASIST)

 

ESSENTIAL REQUIREMENTS:

Physical Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

 

Environmental Working Requirements:

Work is done in an office environment with exposure to computer screens. Assignments may require work to be done on an individual basis or in teams with members at various staffing levels. This position requires high levels of engagement in teamwork and collaboration. The work environment is that of a crisis center and may subject staff to behavioral and medical events that could be physically hazardous.

 

Other Requirements:

The ability to be flexible to work in an unscheduled time for emergency proposes; Adhere to established Quality Improvement indicators; All electronic and hard copy documentation are complete, accurate and signed at the end of each shift; Focus on strengths and needs of the person/families served.

Full Job Description
Common Ground
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