Program Coordinator I

Summary

Coordinating and managing the assigned program, ensuring compliance with program standards, contracts, policies, procedures and guidelines. Collaborating with community organizations to establish a broad base of client support services.

Primary Duties

• Provides leadership and guidance to Shift Supervisor staff on volunteer management.
• Assists in ensuring program and individuals are meeting key performance indicators.
• Guides crisis line staff and volunteers in providing quality care and helps develop realistic and measurable objectives.
• Interfaces with related community agencies, attends meetings as scheduled and/ or needed to include: Department of Social Services, local colleges, the Department of Mental Health and Health Insurance Portability and Accountability Act related issues.
• Aids in managing various lines including 24-hour National Lifeline Network, National Lifeline Crisis Chat/Text Program, Teen Line back-up coverage (20 hours/day), LAUSD Crisis Line, Disaster Distress Helpline, 911 Diversion Line and related Follow-Up services
• Supports the Assistant Program Director, Program Director and Training Coordinator in identifying Shift Supervisor and Crisis Counselor training needs related to suicide prevention and crisis. response, as well as recommends development and implementation of training sessions.
• Works with the management team in the maintenance and development of crisis center processes and procedures.
• Assists the Assistant Program Director and Program Director with managerial duties to include interviewing applicants for employment, conducting performance appraisals, recommending salary increases, and developing higher levels of expertise in staff members by encouraging further education, participation in seminars and providing learning opportunities within the program.
• Identifies staff and intern training needs and ensures development and implementation of programs that address needs; participates in delivering training sessions to meet the needs of staff related to clinical/program needs.
• Guides staff and interns in the development of their work plans, their assigned duties, responsibilities, and scope of authority; consults with staff on problems relative to callers/chat visitors.
• Attends, participates, leads and/or facilitates routinely scheduled meetings as requested or required for the program, division, or Agency.
• May provide management back-up for the crisis line and is able to function as a Shift Supervisor familiar with call intake, triage, and dispatch Routinely monitors crisis calls, reviews call reports and provides feedback and consultation to Shift Supervisors
• Ability to balance day-to-day hands-on work with strategic planning
• Reviews documentation prepared by staff and volunteers to ensure all legal, contractual, and revenue-generating reports meet or exceed required Agency and regulatory agencies’ standards.
• Ensures client documentation is accurate and submitted within the established timeframe, gathers and analyzes information and prepares routine reports including those used to assess performance.

Requirements

• Working knowledge of mental health and/or call center coordination and management.
• The ability to support the values and mission of Didi Hirsch as related to employment.
• Working knowledge of Agency policies and procedures, HIPAA, DMH, Department of Social Services, CalWORKs and other state, federal regulations relating to outpatient mental health services. For Substance Abuse programs, working knowledge of state and federal regulations relating to youth and substance abuse services.
• The skill to present ideas, information, and viewpoints clearly, both verbally and in writing.
• Personal computer skills including word processing, spreadsheets, and other related software.
• Supervisory skills to manage a group of professional staff.
• Ability to use analysis, experience, and judgment to make effective decisions.
• Commitment to team objectives and Didi Hirsch philosophies.
• Ability to adapt to changing needs by acquiring new skills and knowledge.
• Current California driver’s license and a driving record acceptable to the Agency’s insurance carrier.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)