Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance use, mental health challenges, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.
Crisis Lines Systems Support Analyst
Location
United States
Posted
2 days ago
Salary
$26 - $32 / hour
Seniority
Mid Level
Job Description
Crisis Lines Systems Support Analyst
Lines for Life
Role Description The Crisis Lines Systems Support Analyst is a confidential position that plays a critical role in supporting the infrastructure, systems, and administrative functions that ensure efficient and effective crisis line operations. This position is responsible for maintaining the functionality of many systems and processes, identifying issues, implementing solutions, and proactively improving processes to support staff and service delivery. This position works with management to create and maintain policy and procedural changes related to crisis lines staffing and labor relations. This role bridges operational support, systems administration, reporting, and staffing coordination to ensure Crisis Lines teams have the tools, information, and scheduling support necessary to provide high-quality, uninterrupted service. Roles & Responsibilities - Systems & Operational Support - Serve as a subject matter expert on internal Crisis Lines systems, platforms, and workflows. - Troubleshoot operational issues and implement system fixes or enhancements to resolve current problems and prevent future disruptions. - Monitor systems and processes for inefficiencies, recurring issues, and opportunities for improvement. - Collaborate with leadership and technical teams to optimize operational tools and workflows. - Support implementation, testing, and rollout of new systems, forms, and process improvements. - Develop, review, and maintain Crisis Lines policies and procedures to ensure consistency, efficiency, and regulatory compliance. - SharePoint & Forms Management - Maintain and update Crisis Lines SharePoint sites to ensure accurate, accessible, and organized information for staff. - Develop, update, and manage electronic and operational forms used by Crisis Lines staff. - Ensure forms and documentation remain current, compliant, and aligned with operational needs. - Improve workflows through automation and streamlined digital processes where applicable. - Reporting & Data Coordination - Partner closely with the Data Team to maintain and update operational reports and dashboards. - Generate and distribute monthly, quarterly, and annual reports required by internal leadership and external contract partners. - Ensure accuracy, timeliness, and completeness of operational data reporting. - Assist in identifying reporting needs and developing new reports to support operational decision-making. - Staffing & Scheduling Support - Support Crisis Lines staffing functions, including schedule creation. - Oversee the creation of the Mission Critical Survey and lead communications for the scheduling of mission critical days. - Review and support time off and leave requests in alignment with staffing requirements and organizational policies. - Collaborate with management on ADA accommodation requests related to work schedules and breaks in a confidential manner. - Collaborate with leadership to address scheduling challenges and staffing gaps. - Process staffing-related correspondence and communications. - Escalate concerns about potential staffing issues to Crisis Lines Leadership. - Support negotiations with labor representatives relating to areas of responsibility. - Perform additional job duties to support the crisis lines administrative and system needs as assigned. Qualifications - Experience coordinating complex schedules. - Strong attention to detail and organizational skills. - Strong interpersonal and verbal and written communication skills. - Able to prepare reports and think analytically. - Must be proficient in web-based computer environment and Microsoft Office. - Able to handle stress and prioritize multiple tasks. - Able to maintain a high level of confidentiality and integrity. - Able to consider diversity, equity, and inclusion factors in decision-making processes. Preferred Qualifications - Experience with scheduling software, such as Better Impact. - Experience with project management software, such as Monday.com. - Project management certification. - High level of proficiency with Excel. - Experience with 24/7 shift scheduling. - Experience in union contract administration. - Familiarity with a crisis intervention setting. Physical Requirements - Work requires the ability to sit or stand and work at a computer for long periods of time. Compensation Package - The wage for this position is $25.50 - $32.19/hour, depending on relevant education, trainings, and experience. - Lines for Life offers a great benefits package valued at over $9500 which includes: - Health, dental, vision, short-term and long-term disability, and life insurance benefits. - A matching 401k plan. - A flexible spending plan. - An employee assistance program. - A free Fitbit. - This is a union position with a step progression based upon years of service at Lines for Life, with the current step scale: - <3 years: $25.50 - 3-5 years: $27.03 - 5-7 years: $28.65 - 7-10 years: $30.37 - >10 years: $32.19 EEO Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer. Lines for Life shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.
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