Staff Job Description
Crisis Line & Volunteer Manager
35 hour work week

Updated: December 2011

Accountability: Is accountable to the Staffing Team, Volunteers and the Board of Directors, reporting to the Human Resources Committee.

Position Summary: Management and maintenance of the 24 hour 7 day a week Crisis and Support Line; through scheduling and confirmation of volunteer shifts, supervision and support of current volunteers, and crisis line management. Responsible for the development, implementation and maintenance of the Volunteer Program, including coordination and co-facilitation of the mandatory training sessions for all volunteers.


Crisis and Support Line Management Responsibilities

1. Manage the 24 Hour Crisis and Support Line, including scheduling, client management, protocol maintenance and development and resource development distribution
2. Supervision and support of current volunteers on the Crisis and Support Line.
3. Follow-up with volunteers as required in accordance to their responsibilities (mentors, completion, missed shifts, new callers etc).
4. Communication with Extend Communications as required, including ensuring they are current on updated schedule and any change to volunteer information.
5. Review of daily Extend reports and follow-up as required.
6. Ensure visibility of Crisis and Support Line in Waterloo Region in conjunction with appropriate committees/staff (advertising & promotions).
7. Schedule and facilitate monthly meetings for crisis line volunteers.
8. Advising office staff when the SASC is on call during office hours.
9. Managing and coordinating Criminal Court Support Requests

Volunteer Program Management Responsibilities

1. Ensure in conjunction with other staff, the appropriate recruitment (including Information Nights) intake and screening, orientation, training, and advising of volunteers.
2. Coordinate and co-facilitate the mandatory training sessions for all volunteers and the crisis line training.
3. Ensure that current and interactive materials and activities are used and provided during training.
4. Liaise with community agencies.
5. Coordinate the Annual Volunteer Recognition Event and co-plan other events as they relate to volunteers.
6. Maintain and distribute the volunteer database internally and keep volunteer portion of website current.
7. Provide on-going support, appreciation, skills-development, supervision, and evaluation of volunteers and their feedback.
8. Commit to ongoing Program Development
9. Maintain and develop appropriate volunteer policies and protocols.
10. Sit on Board Recruitment Committee and other committees as required.
11. Keep all volunteers informed on upcoming events and relevant changes at SASC.
12. Provide input into program budget and be accountable for related expenditures.
13. Submit ongoing program reports to the Staffing Team outlining program activities, trends, and gaps in service.
14. Collect and submit monthly program statistics, for the purpose of evaluation, program development and funding sources.

Collective Responsibilities

1. Cover crisis line shifts and provide accompaniments, advocacy, information and referrals as required.
2. Contribute to a healthy work environment by recognizing accomplishments, supporting anti-oppression and promoting professional and team development for all members SASC.
3. Attend and participate in weekly staff meetings, the Annual General Meeting, ALLSASC meetings and other meetings as required.
4. Participate in shared staff responsibilities and other responsibilities as assigned by the Board of Directors and the Human Resources Committee.
5. Participate in an annual personal review and peer feedback process.
6. Support social action community initiatives.
7. Work within the SASC By-laws, Mission Statement, Statement of Purpose, Basis of Unity and SASC Policies and Procedures.

Note

Must attend volunteer training program upon initial employment.