Position Title: YouthLine Manager
Status: Full-Time/Exempt
Reports To: Assistant YouthLine Director of Portland
Compensation: $63K-$67K

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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.

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YouthLine Manager Position Summary: *This position manages YouthLine Supervisors and Team Leads and manages the day-to-day staffing of the Portland call center, including the protocols, procedures, and processes for this line, onboarding, supervision, and evaluation, and scheduling the staff who cover the line.

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YouthLine Manager Responsibilities: *

• Supervise and evaluate 3-4 Masters-level Supervisors and 1-2 QMHA Team Leads.
• Meet with staff weekly to provide coaching and oversight.
• Oversee and update onboarding and training curriculum for Operations staff.
• Lead and advise the training of Supervisors and Team Leads.
• Coordinate with adult crisis lines and Prevention staff to ensure Operations team attends trainings (ASIST, safeTALK, YMHFA, DPSST, etc.).
• Develop and oversee operations procedures and protocol for YouthLine Crisis Line operations in collaboration with the Assistant YouthLine Director of Portland.
• Provide secondary technical troubleshooting and planning support to Supervisors and Team Leads with crisis lines software.
• Supervise the YouthLine Crisis Line for at least three shifts per week. Cover additional shifts as needed.
• Mentor, counsel, and develop youth volunteers during shifts. Oversee Supervisors and Team Leads in mentoring, counseling, and developing youth during shifts.
• Provide on-call support for YouthLine staff.
• Lead clinical supervision meetings.
• Collaborate with IT colleagues to troubleshoot issues and develop and implement strategies and processes for the use of technology in crisis intervention.
• Oversee Supervisors and Team Leads in appropriate tracking and data collection for all YouthLine contacts through electronic health record (EHR) and internal tracking spreadsheet.
• Assist the Assistant YouthLine Director of Portland with ensuring all required performance measures are within or exceed internal or contractual requirements (including AAS certification).
• Advise Crisis Lines staff in supporting youth callers outside of YouthLine’s operating hours.
• Participate in creating and implementing YouthLine strategic goals.
• Collaborate with YouthLine/Lines for Life staff to support and build strategic partnerships.
• Demonstrate the culture of Lines for Life by modeling behavior that supports the goals and philosophies of Lines for Life.
• Perform other duties as assigned.

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YouthLine Manager Required Qualifications: *

• Master’s degree in Education, Social Work, Counseling or a related field
• Minimum of 2 years of crisis intervention experience
• Demonstrated supervisory skills
• Able to supervise a diverse work team
• Excellent interpersonal and team-building skills
• Leadership and problem-solving skills
• Ability to effectively manage multiple projects
• Strong attention to detail
• Ability to handle stress
• Able to work under limited supervision, both independently and in a team environment
• Excellent verbal and written communication skills
• Proficient with data base and MS Office computer environment

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YouthLine Manager Preferred Qualifications: *

• Experience supervising staff
• Experience working in a call center environment

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This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position's scope and function in the company._

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EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer._

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All Lines for Life employees must be approved to work by the Oregon Department of Human Services’ Background Check Unit. Background checks are completed after a conditional offer of employment has been extended._

Job Type: Full-time

Pay: $63,000.00 - $67,000.00 per year

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