Warmline Supervisor/IT Support Specialist

JOB TITLE: Warmline Supervisor/Peer Programs IT Support Specialist

LOCATION: Milwaukie, OR

FLSA: 1.0 FTE Exempt-Salaried (Expectation is to work 40 hours per week)

SUPERVISOR: Warmline Program Manager

PAY GRADE: B10 ($60,000 – $88,800 annually, depending on experience)

                        ** Spanish speaking preferred, eligible for 10% increase once language test is passed!

Please apply at: ccswebsite.org/employment/

DESCRIPTION

The Warmline Supervisor(s), under the supervision of the Warmline Program Manager, is responsible for the day to day oversight of the David Romprey Warmline. The Warmline Supervisor will provide day to day coordination, supervision and work direction to all assigned Warmline Operators, and their Shift Leaders, supervise and provide training, and represent the Oregon Warmline at the local, county and state level.  

The Warmline IT Support Specialist, under the direct supervision of the Warmline Program Manager with guidance from the IT Administrator, is responsible for supporting and coaching the Warmline Operators, Shift Leaders, and their Program Supervisors in the use of IT equipment and applications. The IT Support Specialist serves as a helpdesk support for the Warmline. 

SUPERVISION

Supervision Received

The Warmline Supervisor works under the direction of the Warmline Program Manager. Assignment of work usually consists of general objectives or specific assignments. The Program Manager will provide daily to weekly guidance.  

The IT Support Specialist is supervised by the Warmline Program Manager and guided by the IT Administrator.

Supervision Exercised

The Warmline Supervisor oversees all assigned Operators and Shift Leaders.

The IT Support Specialist does not provide supervision.

RESPONSIBILITIES FOR WARMLINE SUPERVISOR

Plans and conducts new employee orientation to foster positive attitude toward company goals.

The Warmline Supervisor will monitor performance, advising the Program Manager when there are issues. The Warmline Supervisor provides daily supervision to all assigned employees and updates Program Manager when there is a cause for disciplinary action.

The Warmline Supervisor will complete performance evaluations on all assigned employees and discuss with the Program Manager regarding merit base pay increases.  

Engage in Warmline planning, oversight and follow through.

Ensure the daily smooth operation of the Warmline. 

This position works closely with HR to recruit, hire, and train new staff.

Deliver and provide training to improve the skill set of Warmline Operators and Shift Leaders.

Provide back up and on duty support for Warmline services when necessary.

Create and maintain a resource database to be used by Warmline all assigned Operators and Shift Leaders.

Oversee the scheduling for all assigned Operators and Shift Leaders. 

Keep track of all data logs; enter data and present data in a way that accurately and professionally represents Warmline activity. Write reports as necessary.

Adhere to all CCS and Warmline policies, (policy and procedure manual) and adhere to a Warmline training manual.

Assist the Program Manager in building strong linkages between the Warmline and other mental health organizations and/or groups at the local, county and state level.

Research and disseminate new information relevant to the Warmline.

Provide quality Intentional Peer support by phone to the intended audience.

Represent the Oregon Warmline in public forums as needed.

Respond to pertinent requests for information by other organizations and callers through mail, phone, email or text.

Provide all information in a timely and professional manner.

Perform other tasks or projects as assigned.  

At times travel will be necessary.

Participate in ongoing meetings as assigned. 

RESPONSIBILITIES FOR THE PEER PROGRAMS IT SUPPORT SPECIALIST

Assist staff in skill development related to the IT programs needed for their positions.

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. 

Respond to queries either in person, over the phone, or through audio/visual meetings.

Install, modify, and repair computer hardware and software.

Train computer users.

Clean up and maintain computers.

Run diagnostic programs to resolve problems.

Provide training to new hires as assigned.

Keep digital logs for data collection, and ensure operators are supported to learn the process.  

Participate in all staff meetings monthly statewide; assist other staff to attend.

Ensure the smooth operation of the Warmline program by providing technical assistance and phone coverage as requested). 

Disseminate new information relevant to the peer programs by assisting the Program Manager in the development and use of monthly stats reports and developing effective information sharing systems for the program

Provide quality telephone support to the intended audience of the Warmline.

Respond to pertinent requests for information by other organizations and caller through mail, phone, email or fax

Evaluate and provide feedback to program peer support staff on their performance.

Keep track of all data logs; enter data and present data in a way that accurately and professionally represents warmline and senor outreach activity.  

Provide all information in a timely and professional manner.

Perform other tasks or projects as assigned.  

QUALIFICATIONS FOR WARMLINE SUPERVISOR

Education and/or Experience

A minimum of a high school diploma or equivalent is required.  

A minimum of 1 year of prior supervisory experience.

A minimum of 2 years experience is required in working with individuals who have addiction or mental health issues.

A minimum of 1 year experience working in peer services. 

Certifications

Must possess a Peer Support Specialist (PSS) Certification of Intentional Peer Support (IPS) and become registered with the Oregon Health Authority Traditional Health Worker registry for the state of Oregon prior to working the Warmline.

Must have participated in at least one Warmline training.

Certified to, or be able to be certified to train others in Warmline services.

QUALIFICATIONS FOR THE WARMLINE IT SUPPORT SPECIALIST

Education and/or Experience

An Associate’s degree in a technical field with 0-5 years of experience; or a high school diploma with equivalent experience in the field.   

Certifications

No certifications are required for this position.

Microsoft Certified Professional (MCP) and knowledge of WordPress CMS considered a plus.

Other Skills and Abilities for Warmline Supervisor

Considerable knowledge of Warmline principles and practices.  

Work must be performed with a high degree of accuracy.  

Knowledge of computer operation and databases is essential.  

Must be a self starter and demonstrate the ability to supervise and assign work to Warmline all assigned Operators and Shift Leaders.

Ability to work effectively with other employees, contractors and the general public.

In depth knowledge of statewide system and guidelines, or the ability to acquire such knowledge.  

Good organizational and time management skills are essential.  

Must be able to work with minimal supervision.  

Must have in depth knowledge of standard office equipment to include computer, phone system, and copier and fax machines.  

The position requires the handling of highly confidential information. Must adhere to rules and laws pertaining to client confidentiality.  

Must be able to communicate effectively in both written and oral formats.  

Must have the ability to present and exchange information internally across teams and co-workers, and externally with customers and the public. Information communicated ranges from routine/basic to complex and confidential information. 

Other Skills and Abilities for the Peer Programs IT Support Specialist

Thorough knowledge of computer networks, systems, web systems, and PC maintenance.

Ability to plan and organize work, communicate effectively both verbally and in writing.

Knowledge of specialized applications such as Microsoft Office 365, WordPress, TeamViewer, PolyCom as well as other business applications.

Experience in managing and supporting systems in a networked environment.

Experience with computer systems and providing customer service in a technological environment.

Knowledge of hardware, software, and Windows Operating System.

Ability to work with many individuals as well as groups of individuals.

Must have a pleasant, positive, patient, and friendly attitude. 

Skilled in problem analysis and resolution to accurately assess customer needs.

CRIMINAL BACKGROUND CHECKS

Must pass all criminal history check requirements as required by ORS 181.536-181.537 and in accordance with OAR 410-007-0200 through 410-007-0380.

In addition to a pre-employment background check, each employee, volunteer and contractor shall be checked on a monthly basis against the OIG and GSA exclusion lists, as well as other federal and state agency lists. If it is discovered that an employee, volunteer or contractor is excluded or sanctioned it will be the cause for immediate termination of employment, volunteering, or the termination of the contract.

PERSONAL AUTO INSURANCE

The Warmline Mobile Team Leader must hold a valid driver’s license as well as personal auto insurance for privately owned vehicles utilized for CCS business such as client service purposes, travel between business offices and the community, to attend required meetings and trainings. 

The Warmline Mobile Team Leader must show proof of $300,000 or more liability coverage for bodily injury and $100,000 in property damage, and maintain said level of coverage for the duration of employment at CCS. 

The employee’s insurance is primary with CCS insurance being secondary. CCS reserves the right to deny any employee the use of a vehicle owned by CCS. 

 PHYSICAL DEMANDS

While performing the essential duties of this job, the employee is regularly required to use office automation including computer and phone systems that require find manipulation, grasping, typing and reaching.

The employee is also regularly required to sit; talk and hear; use hands and fingers and handle, smell or feel. The employee is occasionally required to stand; walk; reach with hands and arms; stoop; kneel and/or squat when adjusting equipment or retrieving supplies. 

The employee may occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, peripheral vision, distance vision and the ability to adjust focus.

WORK ENVIRONMENT

Work is performed in the individual’s home environment and as such the environment is not able to be predicted by CCS. Occasional out of area travel and overnight stays will be required for attendance ant meetings or trainings. 

This position may be exposed to the everyday risks or discomforts which require normal safety precautions typical of such places in a home (i.e. moving mechanical parts, airborne particles, electrical shock, etc.).