Role overview

Qualifications

3+ years Contact Center Workforce Management experience or related skills preferred.
High school diploma or GED required. Bachelor’s degree preferred.
Experience with creating and maintaining SharePoint sites and solutions is preferred.
Experience with SQL and Power-Bi is preferred.

Responsibilities

Contribute to the development of advanced workforce management reporting and automated scheduling systems.
Create, manage, and generate daily, weekly, and monthly schedules.
Continuously monitor real-time call volumes and take corrective actions.
Generate and distribute real-time performance reports to leadership.

Key facts

Remote from: California (USA)
Full time
Mid-level (2-5 years)
People Operations Manager
English

Hard skills

Capacity Planning Manage Executive Schedule SQL (Programming Language) Power BI Microsoft SharePoint Data Collection Risk Analysis Crisis Management Mental Health Nursing Social Work

Other skills

Communication
Social Skills
Time Management
Teamwork
Empathy
Physical Flexibility

About the company

Didi Hirsch Mental Health Services

Mental Health Care

Didi Hirsch has been a leader in whole-person mental health care and suicide prevention for nearly 80 years. Our welcoming, culturally sensitive services put diverse children, adults, and families at the center as we respond to their complex health and human needs. Best-in-class outpatient care and residential facilities help those struggling with mental illness or substance use heal with dignity. Our Via Avanta center is one of the nation’s first where mothers can receive treatment and job training while living with their babies and young children – a whole-family approach keeping kids out of the foster system and mothers on the road to recovery so generations can thrive.Didi Hirsch is also home to the nation’s first and most comprehensive Suicide Prevention Center, a recognized global leader in crisis care quality and innovation. The Center’s multilingual, 24/7 crisis lines field calls, chats, and texts for the National Suicide Prevention Lifeline, the national Disaster Distress Helpline, Teen Line, LAUSD Line, and Crisis Chat, among others. It also provides suicide-specialized individual and family therapy, support groups for teens and adults who’ve lost someone to suicide, and support groups for adults who’ve survived an attempt. Didi Hirsch partners on suicide prevention research with top academic institutions, and trains thousands of students, teachers, mental health professionals, law enforcement officers and first responders to save lives each year. Annually, Didi Hirsch serves 160,000 children, adults, and families in 10 locations and 120 schools.

Company details

Company typeSME

IndustryMental Health Care

Company size501 - 1000

Links

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Job description

Workforce Management Specialist I (Olympic Suicide Prevention Center)

This position is remote. The schedule is Sunday through Monday 9:00pm-6:00am and Thursday through Saturday 12:00pm-9:00pm PST.

The pay range for this position is between $26.38-$30.33 per hour. There is a $3.00 per hour differential when working between the hours of 12:30am-8:30am PST.

Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible.

Summary

As a Workforce Management Specialist I, you will perform essential functions of real-time management, capacity planning, and schedule administration as part of the Workforce Management Program. The Workforce Management Specialist I also creates valuable reporting on KPIs, reviews future staffing and time-off requests to ensure accurate staffing is on hand to manage forecasted volume, track and report on departmental shrinkage, and recommends process improvements to enhance the help-seeker experience.

Primary Duties

Contribute to the development of advanced workforce management reporting, key performance indicator and automated scheduling systems to advance overall organizational excellence in the scheduling and performance optimization of +400 front line crisis call, chat and text staff and volunteers.
Create, manage, and generate daily, weekly, and monthly per diem and volunteer counselor schedules to ensure optimal coverage and adherence to service level agreements.
Continuously monitor real-time call volumes, queues, and agent availability, taking corrective actions to maintain Didi Hirsch’s contractually obligated service levels.
Administer and monitor the attendance line, ensuring timely notifications to leadership regarding tardiness or absences; analyze the impact of absences and make real-time staffing decisions (ex: shifting of clinical supervisors into front line crisis counselor role) to mitigate absentee impacts.
Generate and distribute real-time performance reports to leadership, highlighting areas of concern and recommending immediate corrective actions.
Identify appropriate timeframes for offline activities, such as breaks, lunches, training sessions and meetings, to minimize impact on operational performance.
Administer shift bids for new employees, ensuring a fair and transparent process for selecting schedules as they become available.
Collaborate with leadership to solicit additional coverage from per diem staff during peak times or unexpected call volume surges. Approve or deny Paid Time Off (PTO) requests based on operational requirements, while ensuring compliance with company policies.
Maintain detailed records of schedule changes, PTO approvals, and other workforce-related activities to support audit and compliance requirements.

Position Requirements

3+ years Contact Center Workforce Management experience or related skills preferred.
High school diploma or GED required. Bachelor’s degree preferred.
Experience with creating and maintaining SharePoint sites and solutions is preferred.
Experience with SQL and Power-Bi is preferred.
Experience within social service/mental health/crisis work settings preferred.
Be 18 years of age or older.
Have high-speed internet with an active Ethernet connection, and a quiet/confidential workspace.
Be empathetic, flexible, and adaptable to varying situations.
Have open availability and flexibility to work within the programs operating hours, including weekends and holidays.
Be reliable and able to adhere to schedules based upon program needs.
Complete yearly trainings as required by the agency and administers of 988.
Have knowledge of all job specific skills including risk assessment and data collection.
Possess strong interpersonal skills and positively interacts with others.
Have outstanding communication skills with the ability to engage any individual regardless of background.
Exceptional at multi-tasking and time management, able to drive multiple pieces of work forward simultaneously while meeting all deadlines.
Goal-oriented team player with strong experience working in large and complex systems.
A commitment to team objectives and Didi Hirsch philosophies.
Successfully pass our pre-employment screening, including a background check and live scan fingerprinting.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

Core Values

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.

Diversity & Inclusion: We value diversity of background, experience, and ideas. We celebrate differences and prioritize creating a sense of belonging.

Equity: We are dedicated to promoting health equity in our communities, and we work to dismantle disparities and discrimination within both systems of care and society.

Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.

Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care with the goal of access to high quality, integrated healthcare for all.

Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

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