Assistant Program Manager
Transitions Mental Health Asso
Summary
The Central Coast Hotline & Crisis Dispatch Assistant Program Manager is a full-time position that includes after-hours and participation in the Hotline's on-call rotation. The Assistant Program Manager supervises Crisis Line & Dispatch Specialists and the Lead Crisis Line Specialist, who answer calls from the public, including calls forwarded after hours from SLO County Behavioral Health (Mental Health), TMHA programs, and Lumina Alliance during designated periods. The Assistant Program Manager also provides direct call coverage when scheduling needs require it.
Job description
Position Summary
The Central Coast Hotline & Crisis Dispatch Assistant Program Manager is a full-time position that includes after-hours and participation in the Hotline's on-call rotation. The Assistant Program Manager supervises Crisis Line & Dispatch Specialists and the Lead Crisis Line Specialist, who answer calls from the public, including calls forwarded after hours from SLO County Behavioral Health (Mental Health), TMHA programs, and Lumina Alliance during designated periods. The Assistant Program Manager also provides direct call coverage when scheduling needs require it.
This position has primary responsibility for the Mobile Crisis Team Dispatch component of the Hotline, including daily operations, staff guidance, dispatch-related questions and escalations, quality assurance and quality control, training, and coordination with the Mobile Crisis Team Lead. The Assistant Program Manager assists the Program Manager with call center operations, including scheduling, volunteer development, operational support, and required clerical tasks and contract documentation. The position also coordinates staff and volunteer training and plays a significant role in the agency's trauma-informed suicide prevention efforts.
Responsibilities and Duties
- Coordinate and monitor suicide prevention efforts and training, including evidence-based and best practice curriculum.
- May lead, facilitate, and coordinate support groups for attempt survivors.
- Serve as the primary operational resource for dispatch-related questions and escalations during assigned work hours and provide support during assigned Hotline on-call periods.
- Oversee the daily operation and implementation of the Mobile Crisis Team Dispatch component of the Central Coast Hotline.
- Provide dispatch-specific quality assurance and quality control through review of call and dispatch documentation, observation, protocol-adherence monitoring, staff feedback, and identification of training needs.
- Coordinate trainings of evidence-based and best-practice suicide prevention and post-vention curricula (e.g., Applied Suicide Intervention Skills Training (ASIST), QPR).
- Provide scheduled Hotline coverage, including designated after-hours or overnight awake shifts when required, and support urgent coverage needs.
- Participate in a rotating on-call schedule as part of regular job duties, including weekday after-hours and all weekend hours.
- Assist in tasks related to dispatch operations, including scheduling, follow-up calls, documentation, and support for Crisis Line Specialists, volunteers, and interns.
- Attend necessary training and meetings as assigned by the Program Manager.
- Communicate constructively and in a timely manner to supervisor.
- Promote, encourage and maintain trauma-informed practices in all services and activities.
- Meet with and communicate with the Program Manager or Coordinator regarding assignments.
- Help create an atmosphere on the phone that is comfortable for callers.
- Provide emotional support, crisis assessment, and resource referrals for callers.
- Maintain a detailed log of calls on a database as directed by the Program Manager, according to call center protocols.
- Responsible for completing various procedures at the start and end of each shift.
- Participate in monthly staff and volunteer meetings to receive training and updated resource information and maintain a connection with volunteers.
- Attend community events to represent the Central Coast Hotline and provide information about the hotline to the community.
- Serve as the designated operational point-person and exercise delegated decision-making authority when the Program Manager is unavailable.
- Assume other duties and responsibilities as assigned by the Program Manager.
Job Environment
- Moderate to substantial physical activity. May include moving or lifting up to 50 lbs.
- Involves moderate risks that require safety precautions and the risk of exposure to potentially intense situations.
- Involves use of a cloud-based computer system and database for recording calls and accessing resources.
- Remote work possible.
Requirements
- Education or experience in human services, behavioral health, crisis services, human relations, or a related field sufficient to perform the position's responsibilities
- Experience providing leadership, coaching, training, facilitation, or shift coordination
- Skilled in developing agendas, facilitating productive meetings and groups, and developing and delivering engaging, audience-appropriate trainings
- Knowledge of best practices in crisis-line services, suicide prevention, crisis intervention, and postvention, including suicide risk factors across populations
- Willingness and ability to complete the required suicide prevention/intervention program
- Knowledge of trauma-informed and person-centered service delivery and community engagement strategies, including the collective impact model and similar approaches
- Ability to establish and maintain effective relationships with community partners, including schools, health and mental health providers, and organizational leaders
- Knowledge of program evaluation, monitoring, and performance measurement
- Ability to interpret and present suicide data in understandable, culturally responsive ways
- Ability to use cloud-based phone systems, databases, scheduling tools, and office applications while managing multiple tasks
- Ability to independently design and lead projects and program activities, balance competing priorities, and consistently meet deadlines
- Ability to provide clear direction and supportive coaching while maintaining professional boundaries and confidentiality
- Must be available to work designated after-hours or overnight awake shifts as needed
- Must participate in the on-call rotation schedule to provide services to clients after hours and on weekends
- Strong interpersonal skills, collaborative work style and strong oral, written, and communication skills
- Well defined organizational and time management skills
- Ability to work independently and flexibly
- Ability to handle intense situations, display good judgment and decision-making skills, and remain calm and clearheaded under pressure
- Able to work effectively with a variety of people and personality types
- Ability to possess and maintain good physical and mental health
- Ability to work well within a team and maintain a professional, respectful attitude in the workplace
- Ability to be willing to work with supervisor oversight and direction
- Attendance is an essential function of this job that requires face-to-face interaction with clients and/or other employees
- Ability to mindfully promote equality and respect diversity
- Demonstrate the ability to successfully deliver culturally responsive services
- Knowledge of the various dimensions of diversity, including mental health, gender, race and ethnicity
- Must use reasonable precaution in the performance of one's duties and adhere to all applicable safety rules and practices
- Must have a strong commitment to the right, ability and choice of each person to live in a safe environment
- Must have a reliable automobile and utilize your own vehicle at work with company mileage reimbursement when a company vehicle is not available
- Must be at least 18 years of age
- Possess a valid CA Driver's License, at least 2 years driving experience and DMV driving record that meets TMHA's current vehicle insurance requirements
- Must comply with a TB assessment and receipt of a criminal record clearance through fingerprinting
- Must be able to successfully complete First Aid and CPR training
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 403(b) Retirement Plan
- Up to 5% Employer Match
- Paid Vacation
- Paid Holidays
- Paid Sick Time
- Fitness Center Discounts
- Years of Service Gift Cards
- Commuter Incentives
- Employee Store Discount
- Employee Appreciation Events
- Pet Friendly Workplace