POSITION DESCRIPTION:
Lead Shift Supervisor – Weekend Day/Evening
Lead Shift Supervisor Role - Overview:
The role of the Lead Shift Supervisor is to ensure the successful delivery of services for callers by supervising Crisis Counselors answering calls using Samaritans’ specialized method of befriending. Lead Shift Supervisors are experienced in crisis intervention, possess leadership qualities necessary to manage staff and daily operations, and are caring, compassionate, and confidential listeners who fulfill Samaritans Southcoast's mission to reduce and prevent future suicides from occurring. They often work alongside the Program Director, Shift Supervisors, and Crisis Counselors, setting team goals and objectives, motivating team members, and addressing any issues that arise within the team. The Lead Shift Supervisor Lead manages the team based on preexisting organizational goals and guidelines, acts in a position of authority, and inspects and authorizes the work of others.
Duties and Responsibilities Include:
-
Provides their team with professional customer service, including responding to and following up on inquiries and addressing concerns/problems collaboratively with the team.
-
Records substitutions, attendance, and absences for Shift Supervisors and Crisis Counselors within the iCarol schedule system and online platforms.
-
Ensures quality schedule and queueing coverage for effective service delivery on the hotline and that organization-wide, statewide, and national goals are met and exceeded.
-
Directly supervise all shift supervisors and crisis counselors.
-
Answer calls on emotional support and suicide prevention hotline as needed.
-
Provide professional and compassionate support to callers at all levels of need.
-
Embody Samaritans Southcoast’s befriending methods.
-
Establish and maintain a productive environment where staff and callers are safe and supported.
-
Provide guidance, instruction, and opportunities for helpline staff to debrief.
-
Enter and review data with accuracy to track the effectiveness and impact of hotline services.
-
Provide written follow-up as needed.
-
Build and maintain relationships and communicate effectively with a wide range of individuals, including supervisors, direct report staff, emergency services, and behavioral health professionals, among others.
-
Employ strong critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems within Samaritans’ guidelines, policies, and procedures.
-
Exercise discretion in handling confidential situations and information.
-
Convey sensitive information promptly to qualified parties.
-
Ability to listen and communicate effectively.
-
Ability to intervene in crises.
-
Maintain composure in high-stress situations.
-
Train and mentor new staff, volunteers, and student interns as needed.
-
Be able to multi-task.
-
Remain informed on suicide prevention best practices, models, and initiatives.
-
Adhere to all Samaritans Southcoast policies, procedures, and best practices, as well as those per our accreditation through the International Council for Helplines and guidelines from the Massachusetts Suicide Prevention Coalition, the Massachusetts Department of Public Health, Vibrant, SAMHSA, and the National Suicide Prevention Lifeline.
-
Other responsibilities as assigned.
Experience and Qualifications:
-
Minimum of an Associate’s degree preferred or two years of professional experience in a social service agency, nonprofit, or similar organization.
-
Previous experience working on a suicide prevention hotline, crisis hotline, customer service, and/or phone center is required.
-
High comfort level with technology, including computer and internet skills, smartphones, and integrated systems management.
-
Experience with the iCarol System or similar cloud-based database, Webex or similar telephony applications, and Zoom required.
-
Attention to detail and accuracy are required.
-
Ability to problem solve and troubleshoot in a fast-paced, evolving remote work environment.
-
Work as a member of a team in a small office environment, remotely and in person.
-
Desire to help others, display compassion, and maintain confidentiality are required.
Special Requirements/Physical Demands/Working Conditions:
-
Remote work with some in-person interaction with staff and colleagues.
-
Access to active, high-speed internet service is required.
-
Ability to work remotely in a secure, private space where confidentiality can be maintained.
-
Some flexibility in working hours, including some evenings and weekends.
-
Must successfully complete 35 hours of Samaritans Southcoast training.
-
Must attend refresher training and staff meetings regularly.
-
A background check is required as part of the application process.
-
CORI check is required upon offer of position.
Relevant Position Information:
-
Job Title – Lead Shift Supervisor
-
Reports to: Program Director
-
FLSA Designation: Non-Exempt
-
Job Type: Part-time, 24 hours per week, Friday - Sunday, Weekends Day/Evening 12:00 pm - 8:30 pm EST
-
Hourly wage: $27.00
-
No benefits
-
Paid Time Off (PTO):
-
24 Hour Per Week Shifts: Up to 72 annually (accrual at 3 hours per pay period) and up to 40 hours of sick pay annually (1 hour earned for every 30 hours worked), non-rollover annually.
To apply:
Interested candidates should submit a cover letter and resume indicating the position for which they are applying to:
Natalie Schrager, Human Resource Director, nschrager@samaritanssoco.org
Samaritans Southcoast is an equal-opportunity employer. No phone calls, please. Only complete submissions will be considered.