The Community Responder Supervisor will reside in the City Manager’s Office and report directly to the Deputy City Manager of Operations. The Community Responder Supervisor oversees the management and operations of a team of citywide community responders with the support of the Community Responder Lead - Neighborhood Resource.
Community Responders use evidence-based practice that promotes well-being through assessment, diagnosis, treatment, and prevention. Community Responders incorporate knowledge of human behavior, sociology, psychiatry, psychology, and many other social science disciplines using advocacy, compassion and de-escalation and crisis intervention skills to support those with unmet needs in a culturally responsive manner. They work as a team, and collaborate with other local, regional, state and federal programs to identify gaps in existing resources for community members. The primary focus of work is crisis intervention, resource referral, and follow-up; this work is conducted in community settings such as health care organizations, businesses, homes, public spaces and at social service agencies.
The Community Responder Supervisor oversees the Community Responder program and personnel. In this supervisory position, the supervisor will develop and oversee all aspects of the program. The supervisor retains all decision-making authority regarding personnel (staffing, recruitment, scheduling, performance evaluations), analyzes, organizes, and reports data and program outcomes, collaborates with multiple departments and agencies across the city and region, and serves as the public face of the program (67%). The supervisor serves as the City’s main point of contact for any regional or state-based approach to crisis work. The supervisor also responds to calls in the community (33%).
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Directly supervises assigned staff, contractors, volunteers and interns, who may work independently on rotating shift schedules in the field.
- Plans, organizes, develops and maintains the City’s Community Responder program, to include:
- Serving as the spokesperson between the program and internal stakeholders such as senior executive staff, county councilmembers and central staff, local municipal elected officials, and any other internal stakeholders.
- Representing the Community Responder program to external stakeholders on behalf of the City: presents data, outcomes, gathers community member ideas and feedback at public forums, city meetings, briefings, conferences and as requested by City officials.
- Coordinating all aspects of policy and planning to include drafting new policies and procedures for the program.
- Mining, analyzing and organizing data to support and inform strategic decision-making practices, and translates initiatives into meaningful metrics.
- Operationally creating and leading an external stakeholder group to assess needs of “individual high-utilizers of 911.”
- Tracking, maintaining and reporting data, outcomes, service-delivery improvements, training requirements and SOPs
- Responds to calls for service in the community, either independently or with a team (.33 FTE)
PERIPHERAL DUTIES AND RESPONSIBILITIES:
Performs other related duties as required or assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
- Principles of behavior and motivation
- Community health, housing, financial, and behavioral health resources and criteria for providing services
- Local, state, and federal social service programs and eligibility criteria, including Veteran-specific programs, Medicare and Medicaid
- Microsoft Office Suite (including Word, Excel, Outlook) or similar programs
- Business letter writing, email communications, and report preparation.
- Professional writing and communication
- Excellent writing skills and the ability to develop reports for public presentation.
- Excellent communication skills including the ability to make presentations to large and small groups.
- Excellent data analytic and management skills
- Work collaboratively with multiple stakeholders, including elected officials, non-profit partners, and multi-jurisdictional staff to implement programmatic solutions
- Adjust quickly to changing priorities in physically demanding, stressful, and environmentally diverse conditions.
- Lead a team that is simultaneously working on multiple policy and planning projects
- Understand and support equity and inclusion in policies and practices; work effectively with people from diverse backgrounds, perspectives, and lived experiences; inspires and encourages fair treatment.
- Commit to working with the team to analyze outcomes and challenges.
- Work effectively as a member in formal and informal teams.
- Understand the interests and concerns of others and able and willing to share and receive information.
- Meet the expectations and requirements of internal and external stakeholders; obtain first-hand information and use it for improvements in services; act with consumers in mind; establish and maintain effective relationships and gain trust and respect.
- Value Diversity, Equity, Inclusion, and Belonging: Understand and support equity and inclusion in policies and practices; work effectively with people from diverse backgrounds, perspectives and lived experiences; inspire and encourage fair treatment.
- Dedicate to Continuous Quality Improvement: Commit to work with teams to improve the quality of life for community members.
- Establish and maintain productive professional relationships with City of Kirkland staff and other community partners.