988 Follow-Up Coordinator

Description

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This full-time, salaried position is responsible for assisting in the management and leadership of the 988/Lifeline program, including directly supervising the 988 Follow Up Shift Leads and Crisis Counselors. The 988 Follow-Up Coordinator is responsible for contributing to the development, implementation, and maintenance of QA/QI processes for the 988 programs. The 988 Follow-Up Coordinator collaborates with the Training Coordinator to facilitate new hire onboarding and training and will provide coaching, mentoring, and consultation to 988 staff thereafter. This position will be responsible for performing a monthly review of call recordings and documentation as defined by the 988 Program Manager. The 988 Follow-Up Coordinator is responsible for assisting in direct service needs, including providing coverage and on-shift consultation to 988 Follow-Up Crisis Counselors and 988 Follow-Up Shift Leads. The 988 Follow-Up Coordinator is responsible for identifying trends in metrics and maintaining the 24/7/365 staff schedule. This position works collaboratively with the 988 Program Manager, Director of 988 Services, Operations Director, and Executive Director in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards.

Principal Activities:

• Oversee the entire 988 Follow-Up program, including staff, operations, and client outcomes.
• Ensure program compliance with legal, ethical, and best practice standards.
• Provide leadership, support, and training to staff to deliver exceptional client care.
• Lead and supervise 988 Follow-Up Staff and Care Coordinators.
• Track program metrics, deliverables, client outcomes, and resource utilization.
• Implement quality improvement initiatives and measure program effectiveness.
• Recruit, interview, and onboard new staff.
• Develop and maintain a comprehensive training program for staff.
• Conduct regular performance evaluations and provide coaching and mentoring.
• Foster a positive, supportive, and trauma-informed work environment.
• Answer incoming 988 calls as needed and provide crisis intervention and emotional support.
• Review call recordings and documentation to provide feedback and training to staff.
• Ensure compliance with applicable state and federal laws, including HIPAA and mandatory reporting requirements.
• Submit required data and reports to funders and accreditation agencies.
• Collaborate with the 988 Program Manager and other stakeholders on program development and implementation.
• Attend and participate in relevant meetings and conferences.
• Communicate effectively with staff, clients, and other stakeholders.
• Develop and maintain a remote platform for staff training, support, and supervision.
• Assist with staff retention and engagement strategies.
• Participate in audit and accreditation activities.
• Complete required training and professional development activities.
• Other duties as assigned.

Effect on End Results:

• Outstanding customer service by providing exceptional quality of care to all 988 follow-up clients.
• Meet key performance indicators as defined by funder, contractual, and accreditation requirements.
• Maintain a highly effective and efficient training program that enhances staff supervision and the QA/QI process.
• Provide program support and oversight to accommodate growth in 988.

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Qualifications

Qualifications:

• Bachelor’s degree in behavioral science, counseling, or related field
• Three (3) years of recent, directly related experience, including (1) year of supervisory experience.
• Washington state credentialing required upon hire.
• Training in suicide prevention and crisis intervention strongly preferred.
• Excellent computer skills including the ability to type quickly with few errors and be comfortable utilizing technology to provide remote supervision.
• Strong written and verbal communications skills. Experience communicating via instant messaging preferred.
• Ability to work independently with minimal supervision.
• Ability to work cooperatively with members of the general community and as a clinical team member.
• Ability to take ownership of decisions and clinical feedback from direct supervisor.
• Flexibility and ability to adapt to changes in the work environment and job duties.
• Occasional need for flexible scheduling.
• Ability to take the initiative and seek information from available resources.

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.