Text Line Quality Assurance Program Assistant

Application Deadline: 20 August 2025

Department: Crisis Services

Location: Oakland, CA

Compensation: $31.00 / hour

Description

Introduction
The position will provide administrative support to the text line administration team within the quality assurance department to ensure smooth operations and quality assurance of the text line program. The position will play a key role in supporting ongoing sustainable operations and interdepartmental collaboration for the crisis services department.

Total Hours/Week: 40 hours per week
Hourly Wage: $31 per hour
Hybrid/ Remote: One day (8 hours)/week in the office and ability to come on site for any reason

Schedule and Location
This is a full-time 40 hours/week position. Some weekends and evenings may be required in order to support our 24 hour Text and Chat crisis services program. The position is expected to work 8 hours of Text Line Shifts per week. This position is expected to be on site one day/8 hours per week.

Supervision
The position will report to the Crisis Line Quality Assurance Manager, utilizing consultation as needed. 30 minutes of individual supervision and 30 minutes meeting as QA department are required weekly. The position is also required to attend 1.5 hours of group supervision weekly with the text line, the bi-weekly Crisis Line Team Meeting, the Friday QA Meeting, and the text team program meeting.

Level of Decision Making
The position will have the authority to recommend policies and procedures that improve, clarify, and support crisis and text line program operations and quality assurance. The position can recommend feedback, coaching, and disciplinary actions to crisis and text line administration regarding shift supervisor, intern, apprentice, and volunteer performance.

Job Functions

Text Line Sessions and Text Supervision

• This position requires 8 hours of direct service taking text/chat on 988 and our 24 hour local text line, and picking up text line shifts as needed
• This position attends 1.5 hours of text-facilitated group supervision.
  
  

Scheduling

• Assist in the accurate recordkeeping of the text line schedule, google calendar, and baseline schedule rosters
  
  

Quality Assurance

• Recordkeeping - routinely collaborating with QA Data Analyst Manager to tend to Apricot Requests in the last week of the month, ensuring that data are in alignment with professional and ethical standards
  • Merge duplicate chat/text profiles on Apricot
  • Add chat/text contact notes into Apricot from when Apricot is down
  • Assisting in ensuring the completeness of Apricot profiles to reflect documented caller demographics and relevant information to their care as disclosed
  • Assisting in the review and analysis of notes answered and documented per shift, as needed
    
    
• Silent Monitoring Program
  • Supporting staff training (shift supervisors, program assistant, coordinators) on silent monitoring protocols
  • Performing monitoring for text line and crisis line under the direction of the Crisis Line QA Program Assistant in the Silent Monitoring Program
    • Live and post-interaction review, reviewing contact records to identify areas for training and improvement and ensure compliance with regulations relating to accuracy and completeness
    • Silent monitoring of live calls and text line transcripts in accordance with guidelines for Silent Monitoring set forth by 988 protocols, scheduled in collaboration with the Crisis Line QA Program Assistant
  • Assisting in the dissemination of feedback and finding reports to volunteers, interns, staff, supervisors and directors.
    
    

Program Administrative Support

• Opportunity to collaborate with other departments to further process improvement
• Support with maintaining updated text volunteer and staff Apricot profiles, coordinating with the Text line team and Human Resources as appropriate to ensure accurate record-keeping
• Assist Text admin with checking Unified Platform open case notes and open technical support tickets on Vibrant Exchange
• Join Admin meetings to provide quality assurance-informed insight:
  • Thurs 2p-3p weekly
  • Wed 11am-12pm 1st and 3rd
  • Fri 3pm-4pm weekly
    
    

Other duties as assigned

Qualifications

• Ability to consistently demonstrate behaviors in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, contact care, and community care.
• Ability to make decisions based on clinical and ethical judgment, data-informed insight, and legal considerations preferred
• Ability to work independently and as part of a team
• Commitment to ongoing self reflection and ability to lead with values of cultural humility is required
• Capacity to demonstrate effective, sensitive, and respectful connection to various people from different cultural groups.
• Excellent communication and time management skills
• Comfortable providing services on the local Text Line and 988 Unified Platform
• History of providing coaching and support to volunteers and interns preferred
• Knowledge of Text Line Program and CSS policies and procedures
• Knowledge of crisis/text line counseling and remote text line work technology, mandated reporting, and crisis resources
• Proficiency with Microsoft Office and Google Workplaces, specifically Google Calendar, Gmail, Docs and Sheets
• Proof of vaccination against Covid-19 required
• Must complete Background Check (DoJ and DMV) and LiveScan
  
  
  

Agency Mission & Values

Agency Mission
To 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 Values
We 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 Statement
CSS works toward the reduction of the tragic experience of suicide in Alameda County and this cannot be accomplished without active efforts against 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.