988 Coordinator - Overnight Thurs-Mon 11pm - 7am in East Syracuse, New York at CONTACT COMMUNITY SERVICES INC

Hourly salary is based on accreditations. Shift differentials include:
+$5/hour for all weekend hours
+$2/hour for other 11pm-7am hours
Must reside in NY

Position Title:
988 Coordinator- Overnight, FT Location:
Remote Date:
March 17, 2025
Reporting Relationship(s):
Position reports to the 988 Manager Hours:
11pm-7am (37.5 hours/week) FLSA Classification:
Non-Exempt

General Summary
The 988 Coordinator- Overnight plays a pivotal role in the service delivery for Contact’s 988 Suicide and Crisis Lifeline coverage area, ensuring staff are following the policies and procedures outlined by Vibrant and the NYS Office of Mental Health. This position oversees a team of call center staff responsible for providing crisis counseling to callers to 988 and other assigned crisis lines. This role involves ensuring efficient operations, maintaining high standards of service, and collaborating with state and national partners to provide comprehensive support. The 988 Coordinator- Overnight also acts as Shift Supervisor in the call center as needed and functions as an active call center team member to achieve agency and department goals.

Duties and Responsibilities
Team Supervision
• Supervise and support Shift Supervisors and 988 Specialists in responding to calls to 988 and other assigned crisis lines
• Provide training, guidance, and performance evaluations to ensure staff effectiveness and professional growth
• Support the 988 Manager in scheduling shifts and managing staffing levels to ensure adequate coverage

Operational Oversight
• Monitor call center operations to ensure timely and compassionate response to callers
• Work alongside Crisis Services management team and educators to develop and implement trainings, protocols, and procedures to enhance service delivery
• Ensure staff receive timely updates on changes to program policies/procedures
• Participate in on-call coverage rotation and act as Shift Supervisor when required

Caller Support
• Ensure that callers receive compassionate and respectful service during interactions
• Address escalated caller concerns and provide solutions in a timely manner
• Coordinate with external crisis network partners to provide additional resources and comprehensive support for callers
• Support all emergency service interventions to ensure compliance with Suicide Safety Policy during assigned shifts and complete all associated follow-up activity

Quality Assurance
• Conduct regular audits of call center activities and call documentation to ensure compliance with policies and standards
• Review calls to ensure that staff adhere to call center protocols, crisis intervention standards, and best practices
• Implement feedback mechanisms to continuously improve service quality

General Responsibilities
• Attend mandatory staff meetings and participate in Contact provided training, workshops, and continuing education to stay updated in the field
• Represent the organization at community meetings and events
• Perform additional responsibilities as they develop and are assigned

Education Requirements
Bachelors degree in Mental Health/Human Services field, or related field of study, required.

Previous Experience Requirement
Minimum of 1 year of experience working in crisis intervention or mental health services; Demonstrated ability to effectively manage crises; Experience linking people with needed community resources; Experience with various computer programs; Experience supervising, mentoring and training others

Knowledge and Skills Needed to Perform Effectively in this Position
• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately
• Comfort with conversations related to mental health and suicide and ability to collaboratively explore visitor needs and make community safety net connections
• Ability to work under pressure and handle high volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations
Additional Requirements
• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Completion of Applied Suicide Intervention Skills Training (ASIST)
• Required to pass AAS Crisis Worker and Inform USA Community Resource Specialist certification exams as soon as eligible and meet qualifications to maintain certifications
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Must be able to report to the office during on-call weeks if in-office coverage is required
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.