YouthLine Crisis Line Team Manager

Salary Range: $81,000.00 To $89,000.00 Annually

Posting

Title:

Youth Line Crisis Line Team Manager

Position Title: Youth Line Help, Support, and Crisis Line Team Manager

Status: Full-Time/Exempt

Reports To: Director for Youth Line Oregon

Salary Range: $81,000 - $89,000 depending on experience and licensure, plus a $1,664 stipend for working in the office 4 days per week. Please see below for information about the benefits package.
Location: Portland, OR. This position requires a hybrid schedule which includes working in-person at the Lines for Life headquarters generally 4 days per week.
Schedule: 5 days per week, including one weekend day, from 2:30-11 pm Pacific Time. Sunday-Thursday or Tuesday-Saturday

About the Organization: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities, and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels.

But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.

About Youth Line: Youth Line is a free peer-to-peer help, support, and crisis line for youth ages 10-24. For over 20 years, the Youth Line has helped support the mental wellness of young people, prevent youth suicide, and change culture around mental wellbeing by through teen-to-teen mental health support. Teen and young adult volunteers and interns receive extensive training to serve as peer counselors for other youth and are supervised by educated clinicians with extensive crisis experience.

The peer experience is critical: youth best understand the experience of their peers because they are living the same experience, uniquely situating them to provide meaningful, impactful support for youth in crisis.

Position Summary: Youth Line is seeking two candidates with strong management skills and experience to oversee the Youth Line in Portland. The Crisis Line Team Manager is responsible for building and maintaining strong team dynamics and overseeing all aspects of Youth Line Help, Support and Crisis Line operations and personnel needs within their assigned team. This position is part of Youth Line Leadership and will work collaboratively across departments.

• Leadership
  • Demonstrate the culture of Lines for Life by modeling behavior that supports the goals and philosophies of Lines for Life.
  • Lead, motivate, and support a large team within a time-sensitive and demanding environment.
  • Act as liaison to represent the experience and needs of frontline staff on the Youth Line help, support, and crisis line and bring recommendations to stakeholders to improve current systems.
  • Coordinate with other Team Manager(s) and the Youth Development team to ensure consistent practices, equitable productivity, and quality expectations across shifts and call centers/satellites.
  • Manage and/or serve as key stakeholder for assigned projects regarding operational changes and new workflows for Youth Line.
  • Act in a professional manner and maintain appropriate boundaries with staff, volunteers, interns, and contacts.
• Provide direct supervision to clinical Youth Line Supervisors and Team Leads, including regular one-on-one coaching and supervision, work assignment and prioritization, performance feedback and recognition, annual evaluations, timesheet review where applicable, and professional development.
• Support Youth Line crisis staff with onboarding, continuing education, and professional development.
• Ensure that clinical Youth Line Supervisors and Team Leads meet program standards for crisis intervention, youth development, and productivity through a trauma-informed lens.
• Oversee comprehensive performance management for Portland Clinical Team staff, including establishing and communicating performance expectations, meeting workload expectations, and coordinating with HR on performance management, such as drafting warnings and performance improvement plans when needed.
• Facilitate implementation and adherence to all policies and procedures, including acting as an ambassador of change when new practices are adopted.
• Help, Support, and Crisis Line Management and Operations
  • Manage all aspects of help, support, and crisis line shifts, including:
    Assigning responsibility for daily data tracking spreadsheet, checking and assigning emails and follow-ups, creating shift team chat, facilitating shadow shifts, scheduling lunch breaks, and deploying back-up support as needed to manage volunteer and intern supervision and call volume, including occasionally filling in for the clinical Youth Line Supervisor as needed.
  • Support Youth Line crisis staff with contact management via coaching for delegating contacts, monitoring texts and chats, and listening to…