Call Taker Supervisor

1 week ago

Surrey, Canada Kwantlen Polytechnic University Full time

**Competition ID**:

- 3895**Internal Closing Date**:

- January 30, 2025**External Closing Date**:

- January 30, 2025**# of Openings**:

- 1- **Salary Information**:

- Casual Employee - Hourly Rate**Employment Type**:

- Temporary Part Time**Workplace Type**:

- Hybrid**Travel Frequency**:

- Occasional travel between campuses is required.**Employee Group**:

- Casual Employee**Days of Work (BCGEU)**:
**Hours of Work (BCGEU)**:
**Hours per Week (BCGEU)**:
**ORGANIZATIONAL STRUCTURE**

This role reports to Alana Abramson

**SUMMARY**

The Helpline Call Taker Supervisor is responsible for overseeing a team of call takers who provide
immediate support and intervention to incarcerated individuals in distress. This role ensures the
efficient operation of the help line, maintains service quality, and provides leadership to staff. The
supervisor will foster a supportive work environment to ensure the well‐being of both staff and
callers.

Call Taker Supervisor for the Community Helpline for Incarcerated People will be working 5 hours
per week at $40/hour January 2025 ‐ June 2026.

**KEY RESPONSIBILITIES**

**1. Calltaker Supervision and Support**:

- Supervise a team of call takers, ensuring adherence to organizational policies and procedures.
- Provide regular feedback, coaching, and support to team members to enhance performance and skill development.
- Conduct performance evaluations and address any performance or behavioral concerns promptly.

**2. Management**:

- Assist in developing and implementing protocols for handling high‐risk situations, such as suicide threats or violence.
- Liaise with external agencies (e.g., emergency services, social services) to coordinate client support when needed.

**3. Staff Wellness**:

- Promote a healthy work environment by encouraging open communication and addressing stress or burnout among team members.
- Provide debriefing sessions or resources after challenging or traumatic calls.

**QUALIFICATIONS**
- Masters degree in social work, counseling, or a related field
- Minimum of 3 years of experience in crisis intervention and clinical supervision
- Previous supervisory or leadership experience in a similar setting is highly desirable.
- **Salary Information**

Anticipated hourly pay rate: $40.00

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