Overview
Native and Strong Lifeline Coordinator Jobs in Everett, WA at Volunteers Of America Western Washington
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 and lived experiences that allow us to better serve and uplift our community and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.
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, salaried position is responsible for assisting in the management and leadership of the Native and Strong Lifeline, including directly supervising the phone counseling staff. The Native and Strong Lifeline Coordinator is responsible for contributing to the development, implementation, and maintenance of Quality Assurance/Quality Improvement (QA/QI) processes for the phone program. This position is responsible for assisting with direct service needs, including providing coverage as needed for responding to calls and monitoring staff. This position works collaboratively with the Tribal Service Program Manager, Tribal Service Director, and Executive Director in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards
Principal Activities:
Provide supervision for the phones program, including responding to requests from Law Enforcement (LE), Child Protection Services (CPS), and Adult Protection Services (APS) as needed
Conduct staff interviews and facilitate new hire onboarding processes, including interview follow-up, technology set-up, and HR paperwork
Coordinate with Shift Leads on training logistics, including role plays and other training activities
Perform daily live call monitoring, supervision, support, training, coaching of staff and management of schedules
Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., LE welfare checks, CPS & APS referrals, Tarasoff Duty to Warn), assist staff in compliance with state and federal laws
Collaborate with Shift Leads on monthly audits relating to reporting and quality improvement
Review chat transcripts for Shift Leads daily, providing feedback as needed, and coordinate reviews
Monitor staff compliance with schedule, live monitoring needs, and reporting procedures
Review of timecards for accuracy and complete supervisory payroll duties each pay period
Serve as a contact for questions and ongoing support; facilitate 1:1 training and coaching with staff
Attend and participate in monthly conference calls and provide updates to funders as required
Plan and facilitate a monthly continuing education meeting for Native and Strong Lifeline team
Assist in retention and engagement strategies to continually energize existing Behavioral Health staff
Be an active, contributing, positive member of the Behavioral Health management team
Assist in meeting contract deliverables including attending meetings with Federal, State, and Tribal partners
Actively participate in audit and accreditation activities
Occasional travel to meetings and conferences
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Requirements:
Bachelors degree in behavioral science, counseling or related field
Two (2) years of recent, directly related experience, including (1) year of supervisory experience
Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
Tribal affiliation required and knowledge of Washington state & Tribal behavioral health systems strongly preferred
Required Skills:
Fluency in English (oral and written). Experience communicating via instant messaging preferred
Courteous, empathic, and professional demeanor
Proficiency in Motivational Interviewing and active listening
Strong problem-solving and information-gathering skills
Superior communication skills to convey information clearly and effectively
Ability to multitask, including talking and typing simultaneously
Training in suicide prevention and intervention is strongly preferred
Crisis intervention and call center experience strongly preferred
Excellent computer skills including the ability to type quickly with few errors and be comfortable utilizing technology to provide online support
Ability to work independently with minimal supervision
Ability to work cooperatively with members of the general community and as a clinical team member
Ability to take ownership of decisions and clinical feedback from direct supervisor
Flexibility and ability to adapt to changes in the work environment and job duties
Ability to take the initiative and seek information from available resources
Respect for diversity and cultural competency
Efficiency in documenting notes in electronic medical records
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
Effect on End Results:
Outstanding customer service by providing exceptional quality of care to all Tribal Services clients
Maintaining a highly effective and efficient training program that enhances staff supervision and the QA/QI process
Excellent management skills as evidenced by effective communication, addressing of issues as they arise, ability to meet performance management requirements
Routinely meeting contract metrics and deliverables
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.
Title: Native and Strong Lifeline Coordinator
Company: Volunteers Of America Western Washington
Location: Everett, WA
