Director of Programs


POSITION SUMMARY: The Director of Programs is responsible for the overall supervision and operational integrity of all client facing programs – Crisis Lines and Sexual Assault Support Services. This responsibility includes the recruitment, training, supervision, and mentorship to approximately 40 staff and 40-60 regular volunteers for Crisis Support Services of Nevada (CSSNV). The Director of Programs is responsible for researching, planning, developing and implementing programs to better serve CSSNV’s clients. Additionally, this position oversees all day-to-day program operations, which occur in a 24/7 environment. The Director of Programs is directly responsible to the Executive Director.

CLASSIFICATION: Full-time – Salary
COMPENSATION: $60,000 – $65,000 Annually plus benefits
• Collaborate with staff on work flow and ensure that office-oriented directives and policies and procedures are implemented in a timely manner. Ensure ongoing communication and collaboration among programs.
• Carry out program management activities such as planning, staffing, and program implementation, program development, quality assurance and quality improvement.
• Research, develop, implement, and oversee training curriculum for Crisis Line training and SASS training.
• Oversee all Crisis Lines leadership staff and Sexual Assault Support Services leadership staff including personnel management, conflict resolution, and general staff support.
• Oversee the ongoing evaluation of staff and volunteer performance as well as implementation of retention strategies to optimize staff and volunteer satisfaction and commitment fulfillment.
• Maintain a working knowledge of CSSNV’s Mission, Vision, and Values to influence and lead the strategic direction of programs, motivate others, and to facilitate appropriate change, process improvement, and effective decision-making.
• Oversight of program functions, caller/texter monitoring, collaboration within CSSNV, and sharing information with other partner agencies as needed for joint planning and quality of care.
• Ensure full compliance with all regulatory agency requirements. Identify opportunities for quality improvement.
• Maintain a working knowledge of industry best practices, policies, and procedures to ensure and safeguard the delivery of quality care.
• Undertake strategy creation for contingency planning and risk mitigation. Report the progress as well as the problems to the Executive Director.
• Assist with the creation of data driven reports to examine day-to-day operations for quality assurance, call/text trends, staff trends, call volume, etc. Monitor staff and program productivity, providing Executive Director with continuous feedback promoting adherence to program expectations.
• Review all Crisis Line and SASS documentation with appropriate Program Coordinators to ensure exceptional levels of quality of service.
• Oversee statistical reporting for state and federal grant compliance on a monthly and quarterly basis detailing Crisis Line and SASS utilization.
• Network with other agencies to promote a better referral and support network.
• Oversee the development of presentations regarding suicide prevention, crisis intervention, advocacy for survivors of intimate partner violence, sexual assault and prevention.
• Adhere to all policies and procedures set forth by CSSNV. Abide by all deadlines set forth by CSSNV.
• Occasionally serves as on-call backup for any gaps in Crisis Line and SASS advocate scheduling. Please note that we are 24/7 and not all backup shifts will occur during a standard workday.

• CSSNV is a 24/7 operation, so the Director of Programs may be required to work variable shifts, weekends, and holidays as necessary based on the requirements and the needs of the organization.

• Graduation from an accredited college or university in social work, psychology, counseling, and/or related work experience required.
• At least five years of experience working in a call center environment or with a crisis intervention organization preferred.
• Knowledge of suicide prevention.
• Background in intimate partner and/or domestic violence survivor advocacy desirable.
• Enthusiasm and passion for CSSNV’s mission of crisis intervention, suicide prevention and intimate partner violence survivor advocacy required.
• Experience with personnel management and conflict resolution, preferably in a non-profit, Human Services setting.
• Ability to listen, accurately assess client, staff and volunteer needs and manage individual diversity issues presented without bias.
• Knowledge of social services, crisis intervention, and working with volunteers.
• Knowledge or understanding of a 24/7 environment.
• Must pass State and Federal criminal background checks with Child Protective Services CANS check.
• Social Skills, professionally interacts with organizational stakeholders and models appropriate behaviors.
• Excellent problem solving skills, including identification and resolution of problems in a timely manner.
• Oral communication, speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts productive meetings.
• Written communication, edits work for spelling and grammar, presents data effectively and is able to read and interpret written information.
• Excellent leadership skills a must! Inspires, models and motivates others to perform well, accepts and implements feedback from others.
• Quality management, looks for ways to improve and promote quality of work and demonstrates accuracy and thoroughness.
• Judgment, displays willingness to make decisions, exhibits sound, accurate, and ethical judgment and makes timely decisions.
• Planning/organizing, prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Interpersonal skills, maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
• Successful completion of 73 hours of Crisis Lines training program required within six months of hire.
• Successful completion of 82 hours of SASS training program required within six months of hire.
• Computer literate with ability to operate standard office equipment required. Basic office skills and familiarity with standard office administrative practices and procedures.
• Valid Driver’s License and working, licensed, insured vehicle.
• Able to work in a standard office setting and be at a work station for four hours.
• Bilingual fluency a plus.

• The job description does not state or imply that these are the only duties to be performed. An employee may be required to follow other instructions and to perform other duties as directed by his/her supervisor.

• Send cover letter, resume, and list of three professional references to HR Office Manager at References will only be contacted if a candidate is being considered for the position.
• This position will remain open until an offer is accepted.
• Interviews and placement will begin immediately.