Contract Callers Jobs in Oregon (NOW HIRING)

OFSN strives to create a team of engaged employees who represent diverse backgrounds, languages, points of view and experiences. We understand that achieving equity is a continuous process, and we work to maintain the highest standards of ethics, transparency, and accountability.

OFSN is a family run organization that values those who have direct experience raising a child with significant

mental, emotional and/or behavioral health challenges. OFSN gives preference to hiring individuals who have this direct experience.

PRIMARY PURPOSE

The Reach Out Oregon (ROO) Manager is responsible for consistently demonstrating OFSN's values in all business interactions and performance. The Manager exhibits a spirit of cooperation, showing adaptability and flexibility while supporting organizational policies, procedures, and goals and is also responsible for developing and maintaining trusting relationships with their team, OFSN co-workers and community/system partners as well as contractors. A primary function of this role is managing a statewide parent warmline providing emotional support, information, and resources to parents, through phone, chat, video conferencing, text and support groups. The line is operated by staff with lived experience of parenting challenges, who offer a compassionate and non-judgmental space for callers to discuss their experiences, feel less isolated, and develop coping strategies. The ROO Manager ensures all resources of the program and personnel are used in the most efficient and effective manner while growing and expanding the reach. The ROO Manager is responsible for supervising certified family support specialist staff operating the warm line, coordinating regional respite events and managing contract deliverables.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Program and Personnel Management (40%)

• Schedule and oversee assigned warm line staff to maximize human and financial resources.
• Ensure that staff work is aligned with organizational priorities, policies, and procedures.
• Supervise effectively across differences and be responsive to linguistic and cultural needs of personnel and parent warmline callers.
• Participate in required training programs and ensure all assigned personnel are meeting training requirements.
• Model and supervise employees using the Family Support Specialists competencies and align practice with peer principles.
• Share and use personal lived experience and professional expertise in supervision and management role.
• Align supervision and leadership with organizational priorities, messaging and vision.
• Ensure that staff documentation, progress notes and other required information is completed and submitted timely and completely.
• Train and coach warm line staff to ensure that family support competencies and practice are integrated into daily work.

Parent Warm Line Operation (40%)

• Oversee operations of the parent warm line, including caring contact referrals and community-based family support.
• Develop and maintain established relationships with other state hotline and warmline programs to ensure that the parent warmline is an integral part of the statewide system.
• Ensure that the Reach Out Oregon warm line is engaging and serving the needs of the identified population through call, chat, text, email, support groups, facilitated discussions, parenting curriculum, community based support, etc.
• Work closely with staff, callers and community partners to identify and resolve barriers to accessing Reach Out Oregon services and supports.
• Assess and make recommendations to executive staff for expansion or efficiency of contract funding, staffing models and/or program development.
• Develop reporting protocols and tracking systems to maximize the ROO Warm Line operations.
• Expand the service array and partnerships that embed the parent warmline in child and family serving systems.
• Guide parents to relevant information, community services, and other support networks to help them find solutions and resources.

Administrative Tasks (20%)

• Responsible for maintaining accurate records and providing monthly, or quarterly tracking and evaluation reports as requested in a timely manner.
• Provide accurate and timely documents, reporting, and other metrics as needed.
• Proficiently work with software, data systems, and support team members to maximize the operations.
• Ensure safety and compliance for all staff work locations, employees, and company assets.
• Attend organization meetings, statewide committee or taskforce meetings as requested and/or required.
• Ability to use diplomatic and conflict resolution skills to facilitate collaborative relationships in alignment with the organization.

OTHER DUTIES AND RESPONSIBILITIES

• Develop, assist, attend and/or participate in supportive services for parents/caregivers (e.g., support groups, family activities, recognition events, training).
• Assist with and attend OFSN or community special events when requested.
• Develop and sustain engaged, positive and collaborative working relationships with community partners, families, and contractors.
• Other duties as assigned or needed by the organization.

• Must be able to meet all state requirements and be registered as a Traditional Health Worker with a worker type of Family Support Specialist within 6 months of hire.
• Requires experience working as a peer support to families raising a child with emotional, behavioral, mental health, developmental, or other health challenges.
• Excellent written and verbal communication skills, and ability to present and work with diverse audiences, specifically racial, ethnic, gender expression, socioeconomic, education, spiritual and alternative cultural backgrounds.
• Must be able to pass preemployment requirements, which includes a criminal and abuse background check.
• Ability to represent complex and diverse issues in an articulate and compelling manner.
• Demonstrated ability to bring multiple views and perspectives together for common services, supports and outcomes.
• Must be able to work with multiple projects within tight timelines and deadlines.
• Demonstrate excellent organizational and time management skills.
• Proven ability to work independently and part of a team.
• Have reliable transportation, valid and current automobile insurance and an insurable good driving record, or access to reliable transportation.
• Knowledge and understanding of confidentiality standards according to HIPAA.
• Comprehensive knowledge of, or ability to use, Microsoft Office (such as Word, Excel, PowerPoint), database, and electronic health record software, and virtual platforms (such as Zoom and Google Meets).
• Prefer previous experience with warm line or crisis line software and practice.