Workforce Management Specialist I

**Workforce Management Specialist I (Olympic Suicide Prevention Center)** This position is remote. The schedule is Sunday through Monday 9:00pm\-6:00am and Thursday through Saturday 12:00pm\-9:00pm PST. The pay range for this position is between $26\.38\-$30\.33 per hour. There is a $3\.00 per hour differential when working between the hours of 12:30am\-8:30am PST. Ask us about loan repayment programs you may qualify for by working at Didi Hirsch. ***About Didi Hirsch*** Didi Hirsch Mental Health Services has been a national leader in whole\-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community\-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible. ***Summary*** As a Workforce Management Specialist I, you will perform essential functions of real\-time management, capacity planning, and schedule administration as part of the Workforce Management Program. The Workforce Management Specialist I also creates valuable reporting on KPIs, reviews future staffing and time\-off requests to ensure accurate staffing is on hand to manage forecasted volume, track and report on departmental shrinkage, and recommends process improvements to enhance the help\-seeker experience. ***Primary Duties*** * Contribute to the development of advanced workforce management reporting, key performance indicator and automated scheduling systems to advance overall organizational excellence in the scheduling and performance optimization of \+400 front line crisis call, chat and text staff and volunteers. * Create, manage, and generate daily, weekly, and monthly per diem and volunteer counselor schedules to ensure optimal coverage and adherence to service level agreements. * Continuously monitor real\-time call volumes, queues, and agent availability, taking corrective actions to maintain Didi Hirsch’s contractually obligated service levels. * Administer and monitor the attendance line, ensuring timely notifications to leadership regarding tardiness or absences; analyze the impact of absences and make real\-time staffing decisions (ex: shifting of clinical supervisors into front line crisis counselor role) to mitigate absentee impacts. * Generate and distribute real\-time performance reports to leadership, highlighting areas of concern and recommending immediate corrective actions. * Identify appropriate timeframes for offline activities, such as breaks, lunches, training sessions and meetings, to minimize impact on operational performance. * Administer shift bids for new employees, ensuring a fair and transparent process for selecting schedules as they become available. * Collaborate with leadersh