Online Chat Text Supervisor - 988 Crisis

About the position Responsibilities • Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors. • Conducts assessments of each chat/text visitor to determine the appropriate means of intervention. • Performs risk assessments, safety planning, de-escalation, and follow-up with chat visitors. • Builds positive rapport and provides crisis intervention with a wide range of chat/text visitors. • Intervenes appropriately with suicidal chat/text visitors, including making assessments and coordinating with emergency responders when necessary. • Familiarizes with resources and provides information and referrals to visitors as appropriate. • Responds to crisis chat/text visitors as needed to support Counselors on shift. • Ensures thorough documentation is completed for all crisis chat/text interactions. • Monitors that each Counselor completes 1.5 chats/texts per hour and that the program responds to 2,171 chats/texts per month. • Provides daily ongoing monitoring of chats and texts to ensure quality, with Counselors expected to score a minimum of 75% on quality evaluations. • Maintains an answer rate of 85% within the first 5 weeks to retain remote work status. • Conducts weekly individual supervision sessions with Counselors and completes weekly quality assurance reports. • Completes performance evaluations and yearly reviews for Counselors. • Provides training to new Crisis Chat Counselors and completes monthly Lifeline/Vibrant QA/QI reports. • Meets regularly with the Assistant Director of Crisis Services to discuss program operations and improvements. • Adheres to call center program policies, procedures, and schedules based on call center needs. Requirements • Bachelor's degree required; Master's Degree in Counseling or Social Work preferred. • 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention, and intervention. • Proficient computer skills with various software, particularly Microsoft Products. • Excellent oral and written communication skills. • Ability to function successfully in an environment requiring immediate response to urgent situations. • Knowledge of and familiarity with local and statewide community resources. • Strong analytical and problem-solving skills. Nice-to-haves • Experience in a supervisory role within a crisis intervention setting. • Familiarity with telehealth technologies and platforms. • Additional certifications in mental health or crisis intervention. Benefits • Medical insurance • Dental insurance • Vision insurance • $50,000 of term life insurance • Short-term disability insurance • Long-term disability insurance • 403(b) retirement plan with 2% match • Social Security participation • Worker's Compensation • Unemployment insurance • Professional liability insurance • Flex time for exempt employees • Employee Assistance Program (EAP) • Vacation accrual • Paid holidays • Personal leave • Sick leave • Family and Medical Leave Act (FMLA) • Military Leave • Civil Leave • Bereavement Leave • Training Leave • Inclement weather options • Mileage reimbursement Apply tot his job Apply To this Job