Lead Intervention Specialist- Overnight Shifts

Position Summary

The Lead Intervention Specialist provides oversight to a designated 211 shift to ensure effective shift management and maximum performance. The position reports to the Contact Center Supervisor and, in their absence, to the Program Manager of Gateway Services.

• Provide support to IS staff while handling crisis counseling and comprehensive information and resource referrals via telephone, email, IM chat, text messaging, and in-person.
• Serve as a liaison for employee needs while on shift, addressing needs promptly to ensure continuity of 211 services.
• Assist in the overall quality assurance process by conducting qualitative and quantitative reviews.

• Provide crisis intervention counseling and conduct suicide lethality assessments when needed.
• Ensure comprehensive information and resource referrals are offered and follow up for care coordination for persons requiring short‑term advocacy and support, including primary and secondary victims of crime.
• Provide shift leadership to employees in the absence of supervisors.
• Conduct weekly quality assurance activities and assist in training and staff development activities.
• Participate in performance reporting activities weekly, including performance metrics, special reviews, and training.
• Ensure victim advocacy and all other active rescue activities occur within expectations.
• Conduct safety checks for victims of sexual assault and/or domestic violence when appropriate.
• Complete pre‑service training requirements, including CCTB:
  Core Training, within the first sixty days of employment.
• Complete ongoing training requirements such as Introduction to Trauma Informed Care and Psychological First Aid within the first twelve months of employment.
• Demonstrate availability for off‑hour assignments when necessary.
• Meet all contracted deliverables.
• Maintain an average score of 80% or greater on all individual performance metrics.
• Perform other duties as assigned by the supervisory team.

• Cooperation/Teamwork – Works toward win/win solutions, deals with conflict collaboratively, and develops effective relationships.
• Engaging Communication – Relates to people openly, treats them with respect, listens attentively, and communicates ideas clearly.
• Customer Service (Internal & External) – Recognizes important details, responds promptly, seeks feedback, and resolves complaints while serving long‑term customer interests.
• Adaptability – Adapts to change, works under stress with minimal supervision, and prioritizes tasks effectively.
• Problem Solving – Views problems as opportunities, anticipates potential issues, and analyzes alternatives.
• Judgment – Gathers input before decisions, sees interrelatedness between issues, and makes timely decisions.
• Valuing & Fostering Diversity – Demonstrates respect for diversity and fosters an inclusive climate.
• Self‑Management – Manages personal behavior and well‑being, remains professional, and works effectively in fast‑paced environments.

• Associate’s degree in a human services‑related field.
• One year of crisis intervention experience may substitute for the degree.
• Knowledge of or ability to learn Windows‑based computer systems.
• Effective verbal and written communication skills.
• Proven leadership skills.
• Completion of Certified Crisis Worker or Victim’s Service Practitioner certification within 18 months of employment.

• Know and comply with agency policies and procedures.
• Knowledge of crisis intervention and assessment skills.
• Knowledge of quality assurance/improvement tools and processes.
• Knowledge of Windows‑based operating systems and basic software programs.
• Understand and apply applicable policies and procedures.
• Employ problem‑solving techniques.
• Communicate effectively verbally and in writing.
• Work independently and establish effective relationships with others.
• Operate word processing and database programs on a personal computer.

Requires good hand‑eye coordination, arm, hand, and finger dexterity; good visual acuity for keyboard use;…