988 Crisis Chat Text Supervisor

Position Summary:

Grassroots is seeking an Online Crisis Chat/Text Supervisor who is responsible for the overall functioning of the Online Crisis Chat Program, including individual supervision of all Crisis Chat Counselors. This program provides online emotional support to individuals utilizing Crisis Chat and Text services, to include crisis intervention, emotional support, intervention, and resources to all contacts. The Online Crisis Chat Supervisor provides supervision and support to Crisis Chat Counselors to include monitoring of all crisis chats. A minimum of one weekend day will be on site. A high emphasis is placed on quality assurance for this role. Training would be Monday through Friday, 9:00 AM to 5:00 PM. and will be mandatory on site for a minimum of 8-weeks prior to assuming regular shift.

Shift:

• Thursday - Monday (MD) 6:00pm - 2:00am
• Wednesday - Sunday (NBU) 6:00pm - 2:00am

Education and Experience:

• Bachelor's degree required, Master’s Degree in any Counseling field or Social Work preferred.
• Bachelor's Degree from an accredited school with a minimum of 120 college credits and Master's Degree from accredited school with a minimum of 30 graduate school credits required. Transcript or copy of degree(s) required.
• 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention.
• Computer skills with various software – Microsoft Products proficient skills required.

Primary Responsibilities:

• Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors, including but not limited to:
• An assessment of each chat/text visitor to determine the appropriate means of intervention.
• Risk assessment, safety planning, de-escalation, and follow-up with chat visitors.
• Positive rapport-building and crisis intervention with a wide range of chat/text visitors.
• Appropriate intervention with suicidal chat/text visitors including making an assessment and taking appropriate action, as well coordinating with emergency responders when emergency intervention is required.
• Familiarity with resources and providing information and referral to visitors as appropriate.
• Responds to crisis chat/text visitors as needed to support Counselors on shift.
• Ensures that thorough documentation is completed for all crisis chat/text.
• Ensures that each Counselor completes 1.5 chats/texts per hour.
• Provides daily ongoing monitoring of chats and texts to ensure quality. The expectation is for Counselors to score a minimum of 75% on the quality evaluation.
• Conducts weekly individual supervision sessions with Counselors.
• Completes weekly quality assurance report with counselors
• Completes performance evaluations and yearly reviews.
• Provides training to new Crisis Chat Counselors and Supervisors.
• Meets with Chat/Text Program leadership regularly to discuss program operations, concerns, and potential improvements.
• Ability to work independently with confidence, as well as lead a team of professionals.
• Consistently adheres to program policies, procedures, and schedule based upon center needs.
• Arrives to shift on time and properly attired.
• Must be mature, empathetic, flexible and adaptable to varying situations and coverage needs.
• Completes all trainings as required by Lifeline and Grassroots.
• You must complete Crisis Worker Certification within 12 months of hire.
• Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
• (For Remote Work - DC, MD, VA residents only) Must have a computer/laptop, high-speed internet and a confidential and quiet workspace.

Secondary Responsibilities:

• Attends community events as needed.
• Responds to major community events and provides debriefing/support as needed.
• Other duties as assigned, required or needed.

Agency-wide Responsibilities:

• Reads 100% of all email communications and responds to emails in a timely manner during their shifts.
• Participates in supervision, in-service training, and staff meetings.
• Maintains good working relationships with co-workers and positively contributes to group morale.
• Completes all administrative duties including time sheets, leave requests, etc.
• Participates in special task forces, committees, or special projects as needed.
• Uses appropriate channels of communication to resolve conflicts with other staff.
• Interacts with staff, consumers, and visitors in a professional and courteous manner.

Skills and Abilities:

• Excellent oral and written communication skills.
• Ability to function successfully in an environment requiring immediate response to urgent situations.
• Spontaneous supervision of staff in real-time.
• Knowledge of and familiarity with local and statewide community resources.
• Analytical and problem-solving skills.
• Computer skills with various software and the internet.

Work Conditions:

• Share office space with Crisis Chat and Crisis Counselors.
• Holiday and Evening coverage required. Depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Must be able to lift 25lbs.

Pay: $29.00 - $32.00 per hour

Benefits:

• 403(b)
• Dental insurance
• Employee assistance program
• Health insurance
• Vision insurance

Education:

• Master's (Preferred)

Experience:

• Crisis intervention: 2 years (Required)
• Crisis management: 2 years (Required)
• Behavioral health: 2 years (Required)
• Mental health counseling: 2 years (Required)
• Suicide prevention: 2 years (Required)
• Supervising: 2 years (Required)

Ability to Commute:

• Columbia, MD (Required)

Work Location: Hybrid remote in Columbia, MD (Howard County)

Salary : $29 - $32