Vermont Support Line Shift Supervisor - 2nd Shift in Burlington, Vermont at Pathways Vermont

Pathways Vermont Support Line (VSL) Supervisor - 2nd Shift

The Company: Pathways Vermont provides community-based mental health services and collaborative learning that centers people as the experts of their own lives. We strengthen our communities and the system of care by elevating the voices of lived experience.

Pathways Vermont is committed to a diverse workplace that reflects the communities we serve and is particularly interested in receiving applications from a broad spectrum of people interested in providing supportive social services to Vermonters including people with military experience, individuals with disabilities, and people of color.

The Role: The Vermont Support Line provides phone support that is free, confidential, nonjudgmental and available to all Vermonters 24/7. The Vermont Support Line is staffed by individuals who acknowledge that they have experienced a broad range of struggles of their own and are willing to be open about them utilizing the principles of Intentional Peer Support.

Shift supervisors oversee daily operations, assist with scheduling, recruitment, and training, and provide 1:1 supervision to team members. Supervisors will spend at least 50% of their time offering peer support to callers.

Serves: All Vermonters over the age of 18

Supervised by: VSL Program Manager

Hours Available: Full time - 35-40 hours

Schedule: Monday, Thursday, Friday, and Saturday – 1-11pm

Responsibilities:

● Supervise 5-7 staff members, including FT, PT and Per Diem employees

● Provide 1:1 supervisory support weekly or as directed by supervisor

● Create and maintain detailed supervision notes and written feedback

● Complete performance documentation as needed in collaboration with HR

● Oversee program schedule:

• Ensure that coverage is provided by 2 staff at all times

• Develop regular work schedules for team members

• Oversee coverage for staff who are taking leave

● Actively utilize tracked data to inform performance evaluations and decisions

● Facilitate 1 shift team meeting per month

● Recruit, interview, and hire VSL team members

● Provide training and onboarding for new staff and professional development opportunities for existing staff

● Provide on-call support to operators who have challenging calls or need additional assistance

● Communicate programmatic expectations and limitations to callers and texters

● Engage with program outreach efforts

● Participate in agency leadership meetings

● Provide confidential peer support utilizing choice-based, person-centered, risk reduction, and strengths-based approaches

● Awareness and adherence to understanding of policies and procedures, including emergency and on-call protocols

● Attendance at mandatory meetings and training is an expectation of employment with Pathways Vermont, unless excused by the employee’s manager/HR

● Complete the Certified Peer Support Provider (CPSP) process

● Other duties as assigned

Operator Qualifications:

● Must live and work in Vermont

● Must have the ability to attend 1 team meeting monthly and 1 supervision weekly

● Direct lived experience of what is commonly referred to as a mental health challenge or crisis (not solely substance use challenges), and a willingness to share when appropriate

● Ability to meet the requirements of the Certified Peer Support Provider (CPSP) process with The Copeland Center

● Ability and willingness to share one’s own life experiences with intentionality and thoughtfulness

● Commitment to providing quality peer support and alignment with peer values/ethics

● Excellent interpersonal skills and the ability to form relationships with individuals from diverse backgrounds and experiences including people who have experienced marginalization, oppression, and injustice

● Willingness to self-reflect, learn, and take responsibility

● Willingness to practice new ways of being in relationships and to seek support when needed

● Ability to negotiate crisis situations and set professional boundaries and personal limits

● Risk and discomfort tolerance

● Willingness to try to find reconnection after disconnection

● Ability to work independently and as part of a team

● Advanced computer literacy skills - experience with Google Suite preferred

● Ability to multitask between phone calls, textline, and team communication

● Ability to independently meet job requirements

● High school degree or comparable work experience

● Availability to work occasional holidays

Supervisory Qualifications:

● Must have the ability to work at least 1 weekend shift

● Must have the ability to work on-call for 1 shift outside of regular schedule and respond within 30 minutes

● Must have the ability to independently identify where feedback may be useful

● Comfort with providing and documenting structured guidance and feedback

● Demonstrated professional writing skills, including the ability to complete formal performance documentation as needed

● Knowledge of community resources and supports

● Ability to successfully complete tasks with minimal oversight

Preferred Qualifications:

● At least one year of experience working in previous peer support roles and understanding of the peer movement’s history

● Professional peer support experience, Intentional Peer Support certification, and CPSP certification

● At least one year of supervisory experience

● Group facilitation experience

● Awareness of or experience with at least two of the following: the consumer/psychiatric survivor/ex-patient movement, mad pride movement, neurodivergence, risk reduction, and healing justice and disability justice

Working Conditions/Physical Demands:

• Ability to work from home independently in a confidential space with limited distractions

• Reliable internet connection

• Daily operation of a computer and virtual phone software

• Frequent talking and listening in participation of exchanging ideas through spoken word and occasional receipt and giving of detailed information through oral communication

• Frequent utilization of close visual acuity and reading from a computer screen, must be able to read information captured in type

• Frequent typing and communicating with team members in a group chat

• Regular participation in virtual meetings

• Moderate reading responsibilities

• Occasional exposure to high levels of noise and persons who are upset, angry, or in an extreme state

• For training purposes if needed, ability to work in an office setting either with others and/or independently

• Your supervisor may utilize various remote technology tools to monitor work from home performance and output

Starting Compensation:

• $23 per hour

Benefits for Full Time staff:

• Medical, dental and vision insurance

• Long term disability and life insurance

• Paid time off (accrual of 210 hours per year to start)

• 9 paid holidays annually

• 403(b) retirement savings plan

• Employee Assistance Program

• Longevity recognition rewards

• Access to a wide variety of Pathways facilitated trainings

• Access to Lake Champlain Chamber benefits, including discounted tuition at Champlain College and University of Vermont

• Student loan/tuition assistance with Vermont Care Partners

It is the policy of Pathways Vermont that all employees and applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, veteran status, age, sex, marital status, sexual orientation, gender identification, or disability.