Full Time Text Shift Supervisor

DescriptionPosition Title: Text Line Shift SupervisorEmployment Type: FTPay Rate: 28.00/hrShift Differential Eligibility:  up to $5 per hour for evening, weekend, and overnight shiftsEligibility for Remote Work: Eligible for remote work after initial training. Must permanently reside in California and be able to commute to office located in North Oakland. Must attend training on-site when specified by the training team.Benefits: Medical, Dental, Vision insurance eligibility. Retirement plan eligibility with 2% employer match. 13 paid holidays. Paid sick time off, paid vacation and paid floating holidays available. Shift Schedule:https://docs.google.com/spreadsheets/d/1wi-ehjiw0_x_MYNP8_j-5Zt6PQUlxVCwXQZbEmRJUrw/edit?gid=0#gid=0 Training Schedule: https://docs.google.com/spreadsheets/d/1U1lPvZM8wBIFrEPs0ZOhl0FCu6SqNbYN5iDnxibLDHA/edit?usp=sharingThe Text Line Shift Supervisor position answers texts through both the 24/7 Local Alameda County TextLine and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. Our goal is that, through active listening and motivational interviewing, we draw upon the texters’ strength, resilience, and natural support systems to cope with difficult emotions and life situations. The Text Line Shift Supervisor will also need to provide training, supervision, and consultation to TextLine Counselors, volunteers and interns. When providing crisis support and feedback, the Text Line Shift Supervisor will adhere to the highest possible ethical standards, and comply with program policy and procedures. You must also be open for picking up emergency fill-in shifts.Supervision/Direction ReceivedThis position reports to the Text Line Program Coordinators and Program Manager for supervision meetings. This position is required to receive a minimum of 60 minutes of individual supervision per month and at minimum 1.5 hour of group supervision per week. All staff are also highly encouraged to attend remote staff meetings 2nd and 4th Wednesdays 9:30AM-10:45AM.Level of Decision MakingThe Text Line Shift Supervisor has the authority to do the following actions: Recommend blocking texters who are using abusive, aggressive, or disruptive behavior on our Local Text Line, in accordance with written limit setting policy. Recommend breaking confidentiality for mandated reporting (consultation is mandatory) -The agencies you can break confidentiality with include CPS, APS, Ombudsman. Recommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a texter’s family member. Provide training, supervisory support, and consultation to volunteers and interns.Roles & ResponsibilitiesAnswer chats/texts via Alameda County Text Line and 988 LifelineAssess all texters and chat visitors for suicide riskProvide outreach support to high risk contacts via phone call and textTriage sessions on our 24 hour local text lineDocument every contact/interaction in a timely mannerProvide resources to texters and chat visitors as appropriateMaintain confidentiality of other counselors and text/chat visitorsConsult and complete any mandated reporting duties in a timely mannerCoordinate referrals to emergency services when necessaryCommunicate all relevant information to the next shift supervisorProvide basic technical support to Text Line superviseesHelp foster an environment of dignity and respectComfortable multi-tasking and toggling various communication tools and platforms (e.g., email, chat via system platforms) to maintain seamless interaction with shiftmates and text/chat visitorsActively engage with teammates during shift and utilize consultation as requiredAccurately document staff hours in timesheets and MAA sheetsMonitor supervisees’ sessions and review contact note documentation to provide feedback in a timely mannerConsistently provide consultation and supervision to Text Line supervisees through a hybrid work formatManage workflow for Text Team volunteer counselors and interns by delegating and triaging text sessions as neededTrack volunteer and intern progress and performanceReview volunteer and intern contact notes and transcripts for quality assuranceProvide shadow shift training via Google classroom to incoming Text Line counselors as assignedParticipate in continuing education and monthly individual supervision as requiredActively participate in weekly group supervision and other program meetings as requiredEstablish rapport with and build productive relationships with texters/chat visitors in crisisDisplay confidence and composure in crisis and mandated reporting situationsCommunicate effectively and compassionately with volunteers, staff, and texters/chat visitors in a hybrid work formatWork collaboratively with others and accept constructive feedbackWork independently using creativity and resourcefulnessRecognize and demonstrate the values that diversity and culture bring to an organizationOther duties as neededQualificationsRequires comparable mental health work experience or graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field.Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms.Flexibility and availability evenings, overnights and weekendsExperience applying a diversity, equity, inclusion, and belonging lens to work in mental health fieldAbility to utilize supervision Excellent interpersonal and communication skillsValues working cooperatively with othersAbility to manage deadlines / handle confidential information in professional mannerSensitive to the cultural and ethnic diversity of Alameda CountyStrongly preferred one year of crisis work or text/chat counseling experience - including completion of crisis counseling training.Preferred one year of supervisory experience.Minimum Qualifications Must complete Background Check (DoJ) and LiveScanMust live within a 100 mile radius of Oakland, CA 94609Must be able to commute onsite to fulfill the role's onsite requirementsMust be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.Agency Mission & ValuesAgency MissionTo reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent the suicide of those who are actively suicidal, and to offer hope and caring during times of hopelessness.Agency ValuesWe care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.Justice, Equity, Diversity, and Inclusion StatementCSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors.CSS commits to:Encourage and support education, self-reflection, and both personal and professional development for all levels of CSS workforce and governance.Develop and provide services that incorporate the wisdom of the communities that CSS serves.Advocate for and promote policies that serve the mental health needs of diverse communities within Alameda County with the goal of creating a more robust crisis continuum that is not dependent on law enforcement and correctional facilities.Openly request, receive, and utilize feedback provided by community members and partner agencies to develop policies and processes.Continuously and critically review CSS policies, practices, and performance to demonstrate adherence to these diversity, equity, and inclusion commitments.Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.

Salary : $63,150 - $120,150