Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be.
The Overnight Team Lead provides operational and clinical support during overnight Contact Center hours. This position ensures continuity of services, adherence to agency policies and crisis protocols, and support to Helpline Counselors and management:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The essential duties and responsibilities include, but are not limited to:
• Provide active support and guidance to Helpline Counselors during crisis calls, including suicide intervention and mandated reporting situations.
• Serve as the primary point of contact for overnight operational concerns.
• Ensure adherence to Lifeline, agency, and crisis intervention protocols.
• Monitor call activity and documentation for accuracy, completeness, and timeliness.
• Provide coaching and feedback to staff to ensure quality assurance standards are met.
• Assist in de-escalation and provide direct crisis intervention support when necessary.
• Ensure proper handling of emergency dispatch procedures and abuse reporting requirements.
• Maintain oversight of shift coverage, punctuality, and schedule adherence during overnight hours.
• Document and report shift concerns, incidents, and performance issues to management.
• Participate in quality improvement initiatives and collaborate with management on workflow enhancements.
• Assist in training reinforcement and identification of staff development needs.
• Adhere to confidentiality policies, HIPAA regulations, and all agency compliance requirements.
• Participate in agency trainings, meetings, and required organizational events.
• Serve as a member of the Miami Disaster Relief Team, as applicable.
SUPERVISORY RESPONSIBILITIES
• Provide mid-level supervision and oversight of helpline counselors during overnight hours.
• Report call outs and tardiness to Managers and Director. Supervise staff breaks and adherence.
• Monitor attendance, schedule adherence, and performance.
• Escalate disciplinary or compliance concerns to management.
• Support onboarding and shadowing of new overnight staff, as assigned.
PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!
ABOUT: Jewish Community Services of South Florida (JCS) is the foremost non-profit, human services agency whose mission is to improve the quality of life and self-sufficiency of the Jewish and broader communities throughout South Florida in accordance with Jewish values. Founded in 1920, JCS delivers exemplary social services through compassionate and comprehensive programs that help people stay healthy and productive.
JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.
JCS strictly enforces a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug-free workplace.
**Please be advised, if selected for this position, you will be required to submit to a level II background screening through the DCF Clearinghouse: https://info.flclearinghouse.com