IL Warm Line Team Lead

Wellness and Recovery Team Lead

Location: Springfield IL (Currently remote, may consider ongoing remote)

General Summary: The Team Lead is responsible for providing support for staff and services conducted telephonically over the Illinois Warm Line.

Position Responsibilities: In addition to providing direct support to callers, Team Lead under the direction of the Director of Wellness & Recovery, will be responsible for:

• Supports the team to ensure all aspects of calls, documentation, and follow up are completed to standards

• Assists with the design, development, and modification of workflows for the Wellness and Recovery Team including all processes and protocols, monitor staffing work queues including daily coverage

• Conducts training of new Wellness and Recovery Team members and provides support and training to team members identified as needing additional support

• Facilitates policies implementation and maintenance, assesses training and development needs, and identifies resources and tools to improve program effectiveness and quality

• Provides coverage and consultation as needed for the evening and Saturday shifts

• Works collaboratively with teams and leadership in pursuit of person centric holistic approach to care

• Engages, educates and encourages individuals and their families to connect with support services, community resources and advocacy assistance.

• Documents operational challenges and opportunities associated with calls

Position Requirements:
• Education: High School Degree (or equivalent) required. Bachelor’s degree in education, communication, healthcare, social services, or other related field preferred

• Licensure: State issued automobile operating license

• Credential: Certified Recovery Support Specialist (CRSS)

• Relevant Work Experience: Three years’ experience in a relevant field performing recovery support, documented skills and abilities in program development, design, organization, implementation, facilitation, and evaluation; proven ability and experience in community relations/networking and information and resource development maintenance; established knowledge of and work experience with the Medicaid affiliated population desirable.

Knowledge, Skills and Abilities
• Prior experience as a Team Lead or recovery based leadership role preferred

• Experience interfacing with the Division of Mental Health preferred

• Proficient software and hardware technology skills and the ability to learn new systems required

Candidates must be able to travel within the State of Illinois

Send resume to [email protected]