Chat & Text Supervisor Bilingual (Spanish)

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 Bilingual Chat & Text Supervisor, you will be responsible for the oversight and support of crisis chat and text counselors for the Suicide Prevention Center's Crisis Spanish Chat and Text Services to ensure compliance with program standards, contracts, policies, procedures and guidelines.

Primary Duties

• Live monitors chat/text queues and counselor adherence to policies/practices ensuring smooth service delivery.
• Observes, documents, and reports feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance.
• Locates appropriate resources for Spanish bilingual crisis chat and text counselors while they are on a chat or text.
• With support from the On-Call Supervisor, may make the determination of mandated reports and sending rescue to Spanish chat or text visitors.
• Reports platform issues and other tech issues to program leadership and acts as the primary communication link between frontline staff and leadership, ensuring that operational incidents and challenges, employee concerns, clinical compliance requirements are properly documented and escalated.
• Initiates debriefing sessions with Spanish bilingual crisis chat and text counselors after they have taken a chat or text.
• Identifies Spanish crisis chat and text counselor training needs and provides individual support.
• With support from Program Coordinators, monitors Spanish chat/text answer rates to ensure they remain at or above 95%.
• Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch.
• Fosters a positive and supportive work environment.
• Takes Spanish chats and texts as needed to support program needs.
• May participate in outreach and media related activities.
• May participate in SPC training activities.

Position Requirements

• Must be fluent in Reading, Writing, and Speaking both English and Spanish.
• Have availability and flexibility to work the daytime, evening, overnight and weekend shifts.
• Able to efficiently use the personal computer to include Microsoft Office Suite and crisis line software.
• Support the values and mission of Didi Hirsch as related to employment.
• Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state, federal regulations relating to emergency mental health services.
• Demonstrate current knowledge of all job specific skills including volunteer supervision, crisis intervention, suicide prevention, crisis line procedures, multicultural and socio-economic issues.
• Present ideas, information, and viewpoints clearly, both verbally and in writing.
• Have basic supervisory skills sufficient to manage Spanish bilingual crisis chat and text counselors, enforcing policies and procedures while maintaining a supportive environment.
• Have strong interpersonal skills, interact well with others, and effectively communicate to others when conflicts occur.
• Demonstrate commitment to team objectives and Didi Hirsch philosophies.
• Ability to adapt and be flexible to changes in protocol and program needs.
• Must be 18 years or older.
• The employee in this position has supervisory responsibility for Spanish bilingual crisis chat and text counselors while on shift.