Staff Supervisor Regional Services (68956)

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives that allow us to better serve and uplift our community – and each other.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This full-time, hourly position is responsible for assisting in the management and leadership of the Regional Crisis Line programs (RCLs), including directly supervising the Crisis Counselors answering calls on the Greater Columbia, North Sound, and Salish RCLs. Regional Shift Supervisors work shifts to provide support to staff across the 24-hour day. The Regional Staff Supervisor is responsible for all aspects of staff management including maintaining the 24/7/365 staff schedule, performance measures, and timecard management. This position assists in identifying trends in metrics and generating reports. This position is responsible for contributing to the QA/QI processes and collaborates with the training department to facilitate new hire onboarding and will provide coaching, mentoring, and consultation to the RCL counselors thereafter.

Principal Activities: 

• Provide remote, 24/7 and after-hours supervision to the RCL programs, including consultations, debriefing, arranging coverage, and other duties as needed 
• Collaborate across Behavioral Health programs to promote alignment and coordination in crisis services throughout the department
• Create and maintain a remote platform using Microsoft Teams for staff training, enrichment, support, and overall supervision 
• Assist in staff interviews and new hire onboarding process, including interview follow-up, Paycom onboarding, and remote technology set-up 
• Maintain the 24/7 Crisis Counselor schedule, schedule/facilitate breaks to reduce impact on call metrics 
• As needed, answer incoming RCL calls and engage the client in emotional support, utilizing suicide intervention techniques as appropriate 
• Silent monitor staff calls periodically and assist with police intervention and other reporting procedures 
• Track metrics and identify trends, implement measures to improve metrics on an ongoing basis 
• Audit Police Interventions and CPS/APS reports monthly 
• Monitor staff compliance with Best Practices and agency/department policies and standard operating procedures 
• Assist in retention and engagement strategies to continually energize existing Behavioral Health staff 
• Actively participate in audit and accreditation activities 
• Other duties as assigned

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Requirements: 

• A master’s degree in psychology, social work, or related field

• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
• Three (3) years of recent, directly related experience, including (1) year of supervisory experience 

Required Skills:

• Courteous, empathic, and professional demeanor
• Strong problem-solving and information-gathering skills
• Superior communication skills to convey information clearly and effectively
• Ability to multitask and manage projects to ensure compliance with deadlines

Home Office Technology Requirements

• High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof
• Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations
• No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.