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Crisis Shift Manager

Volunteers Of America Western Washington

Job Description


Full Job Description

General Function:

This position is a non-exempt, hourly position, responsible for assisting in the overall operations of the crisis line including providing ongoing coaching to new and existing staff, case consultations, and working collaboratively with the Program Manager to ensure efficiencies, exceptional level of customer service, and compliance with funder contractual obligations. Support the values and mission as related to employment. This position requires shift work as assigned.

Principal Duties and Responsibilities:

  • Provide real-time feedback to program staff regarding call handling and customer service
  • Provide written QA/QI reports to assigned staff
  • Participate in the training of new staff and provide coaching and mentoring to existing staff
  • Provide clinical consultation to staff and troubleshoot complex cases
  • Troubleshoot technology/workstation issues and communicate directly with the Technology Operations Manager to resolve the problem
  • Schedule/facilitate breaks to have the least amount of impact on call metrics
  • Assist the Program Manager to find coverage for any absences occurring during the assigned shift
  • Email any changes in staff hours worked to the Program Manager
  • Provide weekly staffing report to Program Manager
  • Follow program policies and procedures in compliance with contracts and the law
  • Consult with the Program Manager on any issues or questions about compliance, such as HIPAA
  • Ensure exceptional customer service and effective, efficient program operations
  • Enforcing policies and procedures while maintaining a supportive, trauma-informed, environment
  • Be an active, contributing, positive support of the Behavioral Health management team
  • Complete required training as assigned
  • Other projects as assigned by the Program Manager, Administrative Operations Manager, and/or Deputy Director



  • Masters degree in behavioral science, counseling, or related field
  • Registered with an agency affiliated credential within 30 days of employment required; licensure in the State of Washington or the ability to become licensed strongly preferred
  • Prior supervisory or management experience preferred
  • Crisis intervention and call center experience preferred
  • Have strong interpersonal skills, interact well with others, and effectively communicate with staff
  • Demonstrate commitment to team objectives and the Code of Ethics
  • Excellent verbal, written, and customer service skills
  • The ability to multi-task, apply problem-solving skills, and seek out information until a solution is implemented
  • Ability to adapt and be flexible to changes in protocol and program needs

Effect on End Results:

  • Outstanding customer service and well-functioning crisis line team
  • The exceptional quality of care to all program staff and clients
  • Excellent organizational skills, open communication, and addressing issues in the call center as they arise


  • Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
  • Holidays: 8 paid per year
  • Medical, Dental, and Vision
  • Health Savings Account (HSA)
  • Flexible Savings Account (FSA) – medical & dependent care
  • Free Employee Assistance program
  • 403(b) Retirement Plan matching
  • Paid travel time between clients; Mileage reimbursement; and free trainings



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