Shift Lead

Kooth Shift Lead

At Kooth, our mission is to create a welcoming space for effective personalized digital mental health care that is available to all. We do this by leveraging an early intervention model and theory of change that empowers young people (13-25 years old) to overcome challenges, unlock their full potential, and lead fulfilling lives. We're not just a service; we're a culture of care committed to inclusivity, innovation, and impact.

Our culture is driven by our values - Alongside You, Flexible, Compassionate, Committed, and Safe. These values are present in the work that we do, the environment in which we do it, and in the relationships we have with our service users, peers, and leaders. With Kooth, you will be a part of something bigger than yourself. We offer more than just a job. We offer you the chance to positively impact one of the greatest challenges of our time.

This role is intended to provide leadership support to the direct service team (Practitioners and Care Coordinators) working on Kooth services throughout service hours. This is a non-clinical role which provides operational support to the service team but Shift Leads must be comfortable working in a role that is clinically adjacent.

What You'll Do:

• Provide critical support to the direct service team
• Ensure smooth and efficient service delivery across Kooth platforms.

Support Direct Service Team On Shift:

• Act as leaders to the direct service team working on Kooth services.
• Provide guidance and support to the direct service team on Kooth policies and clinical requirements
• Oversee direct service team time punching and meal break adherence
• Advise practitioners on clinical resources to manage risk as appropriate
• Provide support to direct service team members experiencing IT issues that are preventing them from engaging with service users
• Collaborate with Licensed Clinical Professionals (LCPs) to ensure practitioners have access to clinical support as needed while interacting directly with service users
• Collaborate with Service Delivery Operations Leadership to share feedback related to employee performance
• Share feedback recommendations with Service Operations and Clinical leadership
• Document shift needs and key details to inform leadership of day-to-day service flow
• Manage direct service team needs using Slack workflows and update tracking file with relevant details regarding need resolution

Monitor Data and Provide Oversight:

• Confirm practitioner readiness for scheduled coaching sessions
• Oversee service wait times to ensure timely management of service user needs in the drop-in queue
• Ensure compliance with Service Level Agreements (SLAs)
• Monitor surge activity and take appropriate actions to address needs on shift to support overall service delivery
• Update documentation as needed to provide clarity on shift operations and needs

Remain Up To Date on Trainings:

• Engage with practitioner trainings on service processes and clinical guidance to maintain ability to provide highest level guidance to the practitioner team on shift

Other Duties As Assigned:

• Engage with ad hoc projects as assigned to define process and guidance to improve the flow of shift operations.