Job description

Lines for Life Job Description
Position Title: YouthLine Quality Assurance Coordinator
Status: Full-Time/Non-exempt
Reports To: Assistant Director of Youth Development, Training, and Quality Assurance
Compensation: $23-25/hour plus full Medical, Dental, Vision Insurance. Matching 401k, professional development funds, and a free fitbit.
This position requires a hybrid schedule which includes working in-person at the Lines for Life headquarters.
Schedule: Must be able to work swing shift 1-3 times per week
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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.
YouthLine Quality Assurance Coordinator Position Summary:

• *Lines for Life is seeking a YouthLine Quality Assurance Coordinator to help ensure that all aspects of the YouthLine program are providing quality help, support, crisis intervention, education, and training per Lines for Life and the American Association of Suicidology (AAS) quality standards. This Coordinator will monitor and provide feedback to youth volunteers, interns, and staff on various aspects of their work including, but not limited to: calls, chats, text, and emails with contacts; supervision of the YouthLine help, support, and crisis line; training new volunteers, interns, and staff, and; delivery of classroom lessons and other outreach education.

YouthLine Quality Assurance Coordinator Responsibilities:

• Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies.
• Collaborate with supervisor to develop and implement systems, processes, and procedures for monitoring the various aspects of the YouthLine program including, but not limited to: youth volunteers who respond to calls, texts, and chats; Supervisors and Team Leads who supervise the help, support, and crisis line, and; Training Coordinator and others who provide training and education to volunteers, interns, staff, and community partners.
• Review, assess, and document monitoring of calls, texts, and chats and provide supportive feedback, skills assessment, and mentoring to youth volunteers and interns in a non-judgmental manner.
• Provide consultation to supervisors to assist with skill development of youth volunteers and interns.
• Review, assess and document monitoring of Supervisors and Team Leads and provide supportive feedback, skills assessment, and mentoring to supervisory staff in a non-judgmental manner.
• Consistently and accurately assess contacts for suicide risk and ensure that contact taker is following established protocols and practices.
• Follow up with supervisory team on any imminent risk contacts to assure adequate emergency contact was made with person of concern.
• Collaborate with Assistant Director of Education and Outreach to develop systems, processes, and procedures for review, assessment, and documentation of monitoring the delivery of classroom lessons and other outreach education.
• Analyze quality assurance data and report trends as needed.
• Perform other duties, such as administrative and organizational tasks as needed.

YouthLine Quality Assurance Coordinator Qualifications:

• Bachelor’s degree in a related field OR sufficient education and experience to develop skills required for successful execution of job duties.
• Demonstrated skills and comfort with giving regular, non-judgmental, direct feedback to a variety of stakeholders

• Able to meet Qualified Mental Health Associate requirements (https://mhacbo.org/media/QMHA.Worksheet_PDF.pdf)
• Must be flexible and adaptable to varying situations.
• Strong empathy, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills
• Proficiency in a web-based computer environment
• Proficiency using Office 365 products including Excel
• Ability to stay calm when handling stressful situations
• Strong interpersonal skills including conflict resolution

YouthLine Quality Assurance Coordinator Preferred Qualifications:

• ASIST certification.
• Experience in a call center environment
• Previous experience with crisis text or chat preferred.

YouthLine Quality Assurance Coordinator Work Schedule:
The YouthLine help, support, and crisis line operates 7 days a week, 4pm to 10pm. YouthLine outreach staff deliver classroom lessons and other education during the typical school day and sometimes in the evening and on weekends. This position will require scheduling flexibility to monitor and provide feedback to volunteers and supervisors who staff the line in the evenings and on weekends in addition to viewing and providing feedback to staff who work during typical business hours. The Assistant Director will collaborate with the successful candidate to determine a schedule that meets the requirements of this position.

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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._
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.
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.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

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