AFMC

As the Crisis Center Helpline Supervisor, you will be responsible for overseeing and engaging in the day-to-day operations, training, and quality assurance of the 988 Crisis Center. Your key duties will include supervising staff, ensuring adequate coverage, providing training and feedback, managing escalated client concerns, and ensuring compliance with relevant regulations and policies. Your role will require strong leadership skills, crisis management experience, and the ability to handle challenging situations effectively. It is crucial to support the organization's mission, vision, and values by embodying behaviors such as honesty, excellence, accountability, respect, and teamwork. Your main responsibilities will include supervising, training, and evaluating crisis counselors or specialists, managing daily operations of the crisis center, ensuring quality of service, responding to escalated client concerns, and ensuring policy and procedure compliance. You will also need to maintain effective communication with staff, clients, families, and external agencies, while documenting and reporting all calls accurately. To excel in this role, you must possess intermediate computer skills, type at least 50 wpm, demonstrate exceptional business English and spelling skills, and maintain confidentiality. Knowledge of mental health issues, suicide risk factors, crisis intervention, and de-escalation is essential. Empathy, compassion, interpersonal skills, and the ability to build rapport with individuals in distress are also critical. You should be familiar with community resources and mental health services, possess strong oral and written communication skills, and have the ability to work collaboratively and independently. Furthermore, you should have problem-solving skills, project management abilities, familiarity with quality improvement processes, and excellent time management skills. Flexibility, attention to detail, professionalism, and the willingness to work flexible hours, including evenings, weekends, and holidays, are also required. Physical requirements include mobility, reaching, bending, lifting, grasping, and the ability to remain calm under stress. The minimum educational requirement for this position is a Bachelor's degree in Social Work, Psychology, Counseling, or a related field. You should have at least three years of experience in a crisis or call center, with one year of leadership experience and certification in crisis intervention or suicide prevention. Desirable qualifications include five years of experience in the related field, three years of leadership experience, and additional certifications in crisis intervention or suicide prevention. To perform the essential job functions effectively, you must have reliable, high-speed wireless internet service. Join our team and make a meaningful impact by supporting individuals in crisis and contributing to the well-being of our community.,