Platform Shift Leader (Part Time, Late/Night Shift)
Community Creations, Ireland

Job Title: Platform Shift Leader (Part Time, Late/Night Shift)

Reporting To: Head of Supervision

Status: Specified Purpose Contract

Hours of Work to be scheduled between 8pm - 8am; 25 hours per week. Weekend work required.

Location: Remote (entirely home-based).

Salary Scale: 33,000-39,000 per annum pro rata, starting point on scale, dependent on qualifications/experience

Start date: Immediately

Probation Period: Six months

Benefits: 25 days annual leave pro rata (exclusive of public holidays)

To apply: Apply via this Workable form only; no CVs accepted

Community Creations is the not-for-profit company behind SpunOut.ie, Ireland’s award-winning youth information website. SpunOut.ie supported over 1 million young people in 2018. We are an energetic, dynamic and professional organisation run by young people, for young people, based in the heart of Dublin city.

Our mission to transform lives by improving access to digital resources is built on our strong belief that technology can help improve mental health outcomes in Ireland.

In 2019, Community Creations will establish a new remote active-listening text messaging service to support young people in moments of crisis. We’re putting together a team of passionate professionals to run the service and help young people in every community in Ireland.

Our service will provide free, 24/7 crisis support via text and instant messaging, provided by trained volunteers. Staff Supervisors work in shifts with teams of volunteers, supporting the volunteers to provide a truly round-the-clock service.

As Platform Shift Leader, you act as the leader of a team of 2-3 Supervisors overseeing the work of volunteers remotely during shifts. You are responsible for real-time management and support of our remote volunteers in offering the best possible quality care to texters. You will take conversations with texters when needed and will take the lead on high-risk situations including active rescues and mandatory reporting. You are responsible for ensuring the needs of texters are met quickly and efficiently.

The Platform Shift Leader has responsibility for the following areas:

• Team Leadership: Provide strong leadership and support to Supervisors and volunteers in your shift to enable high quality service provision. Monitor the platform, manage the texter queue, and take the lead on critical issues as they arise.
• Supervision: Monitor, guide, and support Supervisors and Volunteers on the platform for adherence to policy and training through positive and constructive feedback, debriefing, coaching, and crisis intervention techniques.
• Texter Engagement: Respond to conversations as needed to support, problem solve, and de-escalate directly with texters.
• Escalation: Work with Emergency Services as necessary to conduct active rescues and make mandated reports.
• Managing Volume: Work efficiently and effectively in processing a large number of texts, understanding where your attention is best needed in every moment and demonstrating a clear talent for task prioritisation within a large volume of work.
• Deliver High-Quality Service: Actively engage in improving the delivery of quality crisis interventions services as needed, including collaborating with the coaching team to ensure volunteers are receiving the best possible support on and off the platform and are improving to meet service delivery standards.
• Fighting for the needs of service users: You’re passionate about meeting the needs of our texters and your mind is always focused on delivering a better, more responsive service that puts their needs front and centre.
• Monitoring Shift and Volunteer Feedback: relaying useful and actionable feedback from the shift and volunteers for managerial action where appropriate.

Sounds great, how do I apply?

Application is by online application form only amp; CVs will not be accepted. Please complete all fields of the application form. Incomplete application forms will not be considered.

To apply please complete this Workable application form.

Last day for receipt of applications is Sunday, 27th of June 2021.

Be advised that any offers are subject to reference checks and Garda clearance.

Queries can be directed to

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The above job description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to them from time to time.

All staff members are required to obtain Garda clearance as a condition of their initial and continued employment.

Community Creations is an Equal Opportunities Employer.

All documentation received by Comm

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