Volunteer & Information Center



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Job Description

Job Title: Connections Center Manager

Responsible to: Vice President of Program Development

Responsibilities: The Connections Center Manager is responsible for the programming and operations of the connections center, which includes 211, suicide prevention/crisis, contracts and disaster preparedness.

A. Direct Connections Center operations.

1. Ensures 211 meets community needs and is strategically positioned for growth and service delivery.

i. Standards, policies and procedures are in place and positioned for delivery of quality services.

ii. Ensures that 211 information/referral contacts (calls, texts, chats and emails) are appropriately handled.

iii. Strategic plan is developed and updated annually to meet community trends and evolving needs/issues.

iv. Services are continually evaluated and metrics/call records are used to ensure consistent quality service delivery and accuracy.

v. Facilitate AIRS certification and ensure agency meets standard.

2. Suicide prevention and crisis contacts (calls, texts, chats, and emails) are appropriately handled.

i. Ensure that services are continually evaluated and metrics are used to develop and improve services.

ii. Oversee the answering of the National Suicide Prevention Lifeline (NSPL) to ensure standards, processes and reports are completed and in compliance.

iii. Answer and provide appropriate intervention for crisis/victim services/suicide calls following policies and procedures.

iv. Assist with American Association of Suicidology certification and ensure the agency meets standards.

3. Ensure contracts are viable and quality services are delivered.

i. Ensure that quality contract services are provided that have an alignment with the mission to the agency, provide services to the public and meet the needs of the contracting organization.

ii. Ensure contract procedures are individually reviewed and updated on an annual basis or as changes occur.

4. The agency is positioned to mitigate and respond to community disasters, emergencies and pandemics.

i. Provide leadership and point of contact inside the agency during a disaster.

ii. Work in partnership with the Vice President to communicate and disseminate accurate information to both external and internal stakeholders (HLC staff members).

iii. Ensure staff is well trained and procedures are established to ensure 211 will operate during a disaster.

iv. Coordinate with the Vice President and Volunteer Connections Director to ensure volunteers are referred appropriately.

5. Connections Center Manager will establish individual certifications with AIRS, American Association of Suicidology and NIMS.

B. Staff is supported and trained to provide high quality services.

1. Oversee staff management, including hiring, training, scheduling, supervising and evaluation of employee performances. When required, institutes disciplinary action and recommends termination to the President. Ensures 24 hour coverage.

2. Provide support and guidance to staff. Fosters a positive working relationship with the staff and agency.

3. Ensure staff communication is open and consistent.

4. Oversee staff adherence to policies and procedures and that competencies are maintained and exceeded.

5. Provide direct coverage as required/needed and participates in on-call rotation.

6. Ensure staff is trained, supported, evaluated and debriefed with mental health calls.

7. Develop processes to ensure that service delivery is seamless and that staff is cross trained to meet information/referral needs, emergencies and crisis situations.

8. Work with staff to coordinate volunteers and that they are appropriately trained, supported, evaluated and recognized.

C. Provide Connections Center reporting to assist with funding and promotion.

1. Attend leadership and individual meetings with supervisor.

2. Interacts closely with other agency leadership to facilitate agency-wide cooperation, coordination and communication.

3. Assist with financial management, securing of funding and United Way funding.

4. Assist with promotion and marketing. Coordinates with leadership staff on emerging issues and community trends.

5. Submit required reports and communication documents as required

D. Professionalism

1. Support and carry out the mission of the agency.

2. Follow agency policies, including personnel and programmatic.

3. Participate in the agency, demonstrate team participation and a work place philosophy that enriches staff’s ability to reach goals and provide a high level of customer service.

4. Develop professional and personal growth through opportunities and involvement.

Additional Duties

1. At times, staff will be required to perform additional duties beyond those specified.

Qualifications: BS/BA with 5 years of experience with combination of supervision and program management. Experience in social and human services necessary. Demonstrated skills in written and verbal communication, along with excellent listening skills. Excellent initiative, organizational skills, flexibility, and desire to assist people. Experience in call center management desired but not required. Offers of employment are contingent upon acceptable criminal background check.

Hours: Exempt FT position. Office hours, 8 a.m.-5 p.m. or as required.

Updated: October 2019

Employee Signature Date

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Supervisor Signature Date

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