ADH SUICIDE PREVENTION SUPERVISOR

Position Information

Class Code: L112C

Grade: GS09

FLSA Status: E

Salary Range: $50,222 - $72,821

Summary

The ADH Suicide Prevention Supervisor is responsible for accepting inbound calls and making outbound calls to resolve issues and/or rectify problems by effectively responding to callers that are in crisis, deescalating callers, providing appropriate resources and supervising the ADH Suicide Prevention Call Center Staff. This position is governed by state and federal laws and agency/institution policy. 

Functions

Facilitates resolution of inbound caller inquiries for those in crisis. Identifies needs and makes sound referrals to resources. Displays active listening and demonstrates compassion and empathy. Escalates high priority situations to appropriate entities. Maintains accurate record keeping utilizing assigned database. Utilizes communication scripts to accomplish job related tasks. Participates in education seminars to improve performance. Follows required policies and guidelines and remains apprised of applicable changes. Responds expeditiously to queries. Runs reports as requested. Serves as primary trainer for all new call center staff members. Reviews all call reports for accuracy. Reviews calls for quality assurance. Performs other duties as assigned.

Dimensions

Shift work required. Call Center operations: 24/7, which includes holidays.

Knowledge, Skills and Abilities

Knowledge of supervisory practices and procedures. Knowledge of effective form of communication and customer services techniques. Ability to prepare and maintain accurate reports. Ability to plan, organize, and oversee the work of subordinates. Ability to provide training and instructions. Knowledge of accepted record keeping practices. Knowledge of accurate reporting techniques. Knowledge of call center databases and appropriate use. Ability to exercise good judgement in evaluating situations and making decisions. Ability to communicate effectively in oral and written formats. 

Minimum Qualifications

The formal education equivalent of a bachelor's degree in public administration, business, psychology, or related field, plus two years of work related experience and one year supervision experience. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB - RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

Licenses