ESSENTIAL DUTIES AND RESPONSIBILITIES
Under the supervision of the Program Coordinator, performs work in support of programs response to assisting individuals and communities in understanding, coping with, and recovering from the effects of COVID-19. Project HOPE services include supportive crisis counseling and development of coping skills, while assessing and referring those members of the community who are in need of intensive mental health services. Team Leader provides services around resource needs using a strength-based, outreach-oriented, culturally respectful approach to helping disaster survivors identify and access personal and community resources that will aid the recovery process. Team Leader follows all policies and procedures that are provided through OMH training and complies with appropriate handling of confidential information related to clients. All work is conducted in a confidential manner. This is a full-time temporary, direct service, hybrid position, that will require candidate to report to work on-site as scheduled. Call center operating hours are initially planned as 8am-10pm, seven days per week. Team Leaders schedule may be staggered.
- Oversees and supports the work of Crisis Counselors in the field who are engaged in interviews assessing clients resource needs and linkage to services.
- Helps to assess people who require traditional mental health or substance abuse treatment.
- Trains, debriefs, and provides supervision for Crisis Counselors.
- Provides guidance to Crisis Counselors to ensure that resource interview activities are conducted, according to applicable protocols, policies and procedures; provides ongoing refresher trainings in a confidential manner.
- Conducts case reviews with Crisis Counselors to ensure comprehensive and high quality assessments, when necessary.
- Coordinates data collection activities and reviews data form submissions for accuracy.
- Provides oversight and coordination of the Crisis Counselors plans of service.
- Performs crisis counseling as needed.
- Holds daily virtual/in person or conference calls with each Crisis Counselor, as assigned.
- Establishes weekly virtual meeting with entire team to share ideas, connect, and support each other by discussing stress coping techniques and self-care for Project Hope staff.
- Provides access to online trainings about self-care and stress management.
- Uses data to conduct ongoing needs assessment. Data may include analysis of damage assessments, registrants for services, special use surveys, Crisis Counselor feedback, and various assessment tools to ensure the continued relevance of the program.
- Adapt program outreach and services to meet changing needs in affected communities.
- With Program Coordinator, develops and implements an effective outreach strategy to identify and serve affected individuals, groups, and community. This may include public speaking at community events, at school meetings, with community leaders, and at other forums.
- Forms connections and collaborations with local CBOs to collect vetted resources and services and disseminate to Crisis Counselors.
- With Program Coordinator, develops and employs program media and marketing strategies.
- Establishes schedules and check-ins with Crisis Counselors and ensures appropriate monitoring of attendance and performance, including use of electronic monitoring methods, such as TEAMS messenger and email.
- Conducts routine quality assurance monitoring to ensure that data are appropriately collected and entered into the data system; troubleshoots and follows-up on data errors.
- Collaborates with the appropriate NYC and NYS agencies to ensure updated resource lists are used during assessments, including information on referrals to social and health services.
- Provides leadership with ongoing feedback on protocols, data collection instruments and systems to enhance their effectiveness and efficiency in meeting quality objectives.
- Analyzes trends in case details, recognizes case issues, proposes solutions and appropriately escalates to management.
- Protects and maintains individuals privacy and confidentiality.
- Experience providing crisis counseling services or supervision to crisis counselors preferred.
- Deep understanding and knowledge of local community services and resources.
- Leadership and managerial experiences in a New York City community-based or social/health services organization preferred.
- Familiarity with and experience working with New York City health systems, social services or care/case management preferred.
- Candidates preferred to have experience working with community resources and social services in different parts of New York City that can inform the connection of clients and their families to local resources.
- Bi-lingual or multi-lingual preferred; ability to translate program-related documents a plus.
- Ability to exhibit a professional, positive attitude and work ethic.
- Excellent interpersonal skills and ability to interact professionally and competently with people from diverse cultural, racial, ethnic, gender, and socioeconomic backgrounds during a time of crisis and distress.
- Ability to show empathy and be nonjudgmental toward distressed individuals.
- Ability to understand the concepts of institutional and structural racism and bias and their impact on underserved and underrepresented communities.
- Demonstrated commitment to supporting communities who have experienced systemic oppression and bias (e.g. people of color, LGBTQ+ people, immigrants, justice involved persons).
- Excellent organizational and communication skills.
- Critical thinking and sound judgment required.
- Ability to handle confidential information with discretion and professionalism.
- Strong computer proficiency required using standard office software programs, in particular Microsoft Office, and web-based applications.
- Access to wireless internet required at the location the Team Leader will be remotely conducting their work. It will need to be assessed how best to ensure a reliable, fast internet connection.
- New York City Resident preferred and familiarity with New York City neighborhoods, communities, and boroughs required.
- Candidates of highly impacted communities are strongly encouraged to apply.
- Bachelor's Degree required; Master's Degree preferred
EEO/Affirmative Action Policy Statement
It is the policy of RiseBoro to provide equal employment opportunity to all employees and applicants for employment. No individual will be discriminated against on the basis of race, color, age, creed, religion, national origin, citizenship status, political or union affiliation, marital or partnership status, sex, sexual orientation or affectional preference, gender identity, familial status, genetic information or predisposition or characteristic, disability, status as a victim of domestic violence, status as a veteran or member of the U.S. military and related obligations, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including but not limited to, recruitment, hiring, job placement, compensation, benefits, training and apprenticeship, employee development, promotion, demotion, discipline, transfer, lay-off and recall, and termination. RiseBoro makes reasonable accommodations based on religion and/or disability as required by law, and requests for accommodation are to be directed to the Human Resources Department.