Warmline Shift Leader; Bilingual

Job Overview

Position:
Warmline Shift Leader (Bilingual Preferred) at Community Counseling Solutions. Remote (Oregon or Washington only).

The Shift Leader supports the daily operation of the Oregon Warmline, coaching team members, monitoring calls, and ensuring compliance with policies. In the absence of a Warmline Supervisor, the Shift Leader may act as an On‑Call Supervisor. The role is 40 hours a week, Tuesday‑Saturday 8:00 am‑4:30 pm.

• Provide direction to operators to ensure the smooth operation of the Warmline.
• Coach and mentor less experienced team members.
• Track the progress of the teams virtually.
• Ensure operators perform duties in compliance with established procedures.
• Participate in all‑staff meetings, role‑plays, and co‑reflections to develop operator skills.
• Use Outlook Teams, Talk Desk, and basic IT to support the assigned team.
• Set up chat prior to Warmline open hours and maintain daily communications.
• Monitor the queue, remove multiple calls from any single caller, and log removed calls.
• Assume minor technical issues and encourage operators to reach out directly for on‑shift support.
• Track breaks, call length, and assist operators when call length exceeds 20 minutes.
• Assist operators with non‑phone duties such as training completion in Relias.
• Perform Warmline operator duties as needed/scheduled.

• High school diploma or equivalent.
• Minimum 1 year of experience working with individuals who have addictions and/or mental health issues.
• Preferred:
  Minimum 1 year working as a Warmline operator.
• Peer Support Specialist (PSS) Certification or Intentional Peer Support (IPS) and registration with the Oregon Health Authority Traditional Health Worker registry.
• Completed at least one Warmline training and one Warmline Shift Leader training.
• Certified to train others in Warmline services or willingness to receive certification.
• Knowledge of Warmline principles and practices, computer operation, and database use.
• Good organizational and time‑management skills, ability to work with minimal supervision.
• Ability to handle confidential information and comply with confidentiality laws.

• Health, dental, and vision insurance.
• 6% initial 401(k) match.
• Potential for tuition reimbursement.
• Paid vacation accrual ranging from 1 to 4 days per month (annual cap 220 hours).
• 9 paid holidays plus a community service day.
• Floating holiday and 2 mental health days after 1 year.
• Employee Assistance, Wellness Benefits, Dependent Care, and Long‑Term Disability Insurance.

• Pay grade B7: $22.88 – $32.50 per hour, depending on experience.
• Shift differential: $1 – $2.50 for nights and weekends.
• 10% additional increase for bilingual proficiency after language test.
• $5,500 hiring bonus (two‑year commitment, staggered payout).

Community Counseling Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other protected status. This position may require criminal background checks, drug screening, and valid driver’s license with personal auto insurance as described above.