Position Title: Operations Supervisor, Crisis & 988
Department: Community Impact
Reports to: Crisis & 988 Director
Reviewed: December 2023
FLSA Status: Exempt
Vision and Mission: At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community’s toughest challenges by connecting people, resources and ideas.
Diversity, Equity and Inclusion is not only valued and demonstrated in our hiring practices, it is a
fundamental part of our mission throughout our organization and the communities we serve.
Purpose of Position: The Crisis & 988 Operations Supervisor performs a variety of technical and professional work associated with handling calls, chats and texts. The operations supervisor provides oversight and stabilization to daily operations, while also creating the infrastructure needed to support innovative products and new business lines. This position will maintain schedules of operations including ensuring that there is adequate coverage for 24/7/365 operations. This position works collaboratively with leadership in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards. This
position is responsible for supervising Crisis & 988 Specialists and providing ongoing quality assurance to staff. This position will be instrumental in assisting the Crisis & 988 Director with maintaining partnerships with community mental health providers and creating a robust system of response to calls coming through 988.
This position will handle incoming phone contacts as needed on our National Suicide Prevention Lifeline (NSPL), also known as 988, while collecting and documenting all required data and offering all applicable resources and referrals to callers who may be in emotional distress and suicidal crisis. They are also responsible for providing excellent service to those accessing the service by applying the equivalent of reflective listening and motivational interviewing skills in the context of an electronic exchange. Crisis & 988 Operations Supervisor have the special training and skills to interact via phone, chat and text to understand callers’ unique circumstances and needs, render immediate emotional support, provide options for ongoing support/treatment and follow up to ensure needs are being met. This position also requires the ability to communicate effectively and tactfully with diverse and multi-cultural individuals, be non-judgmental, and respectful of the confidential nature of the job.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.
UWNEFL reserves the right to adjust work location.
This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.
United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.