Crisis Services Coordinator at Apna Ghar Inc – Chicago, Illinois
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About This Position
POSITION SUMMARY:
The Crisis Services Coordinator will oversee and coordinate a smooth implementation of the Crisis Services at Apna Ghar. This will include critical components of ensuring effective implementation, quality control of all processes and a thorough analysis of program results. Particular focus is on overseeing all aspects of direct client services as well as any related projects while also contributing to the overall growth trajectory of Apna Ghar. As the program lead, they will be responsible for effective delivery of high quality, consistent, safe and impactful services. The Crisis Services Coordinator will work in close collaboration with the Programs Manager and other program leads and staff to achieve goals. The coordinator will report to the Programs Manager and work in close collaboration with senior staff and program leads as well as across the agency. Competence and results for this position will be measured against organizational goals and key performance indicators (KPIs).
RESPONSIBILITIES:
- The coordinator will oversee and coordinate a smooth implementation of the crisis line program at Apna Ghar
- Ensuring effective implementation, quality control of all processes and a thorough analysis of program results
- While all staff will continue to take hotline calls and be responsible for informing about hotlines and data entry to the coordinator, the crisis line coordinator will be responsible for all necessary follow up required to keep the crisis line program effective and efficient
- Receive phone hotlines
- Monitor and respond to all hotline texts, WhatsApp and emails in a timely manner
- Enter all crisis line data into Infonet daily or every other day atleast
- While all staff will be responsible for informing about hotlines and data entry to the coordinator, the crisis line coordinator will be responsible for all necessary follow up on form filling and data entry
- Ensure that follow ups with callers, by program teams happen without delay and within the stipulated time period of 12 - 24 hours.
- Monitor entries into InfoNet
- Generate a thorough monthly analysis report. The format of the report will be given to the coordinator
- Analyze the number of callers turning into actual AG program participants on a monthly basis and report it in the monthly report
- Train staff on crisis line, as needed, and orient new staff
- Communicate and coordinate closely with all program teams for smooth implementation of the program and completion of data entry on all required platforms
- Report to Programs Manager on progress, challenges, needs, etc. on a biweekly basis
- Contribute to all program improvement and development conversations related to crisis line
- Contribute to all grant reporting processes on crisis line, as needed
- Any other responsibility related to strengthening the crisis line program at Apna Ghar
- Perform other duties as assigned to support Apna Ghar’s mission and goals
Reporting:
1) Timekeeping Documentation to be submitted based on payroll deadlines
2) Weekly Reports and email updates
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Job Location
Job Location
This job is located in the Chicago, Illinois, 60613, United States region.