Crisis Chat Text Supervisor

Position Summary:

The Crisis Chat/Text Supervisor is responsible for the overall functioning of the Crisis Chat/Text Program, including individual supervision of Crisis Chat/Text Counselors, reviewing interactions and interventions, and ensuring that all quality standards are met. This program provides online and phone emotional support to individuals utilizing Crisis Chat and Text services, to include crisis intervention, emotional support, intervention, and resources to all contacts. The Crisis Chat/Text Supervisor provides supervision and support to Crisis Chat/Text staff to include monitoring interactions, discussion and consultation about risk, determination about interventions, and all follow up required. A high emphasis is placed on quality assurance for this role. The Chat/Text Supervisor serves as the point person, ensuring staff on shift operate as an effective team.

The Crisis Chat/Text Supervisor will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match texters and chatters with needed information. Six weeks of fully on-site training are required. This position will be a permanent hybrid role, with three days per week on site. Grassroots reserves the right to modify this schedule at any time to meet the organization needs. Hybrid schedule approval is determined on employee meeting all performance measures.

Shift Schedule:

Friday and Saturday; 2:00pm - 12:00am

Primary Responsibilities:

• Provides supervision to Crisis Chat/Text Counselors and ensures appropriate intervention for all chat/text visitors, including but not limited to:

o Supporting counselors in assessment of each chat/text visitor to determine the appropriate means of intervention.

o Risk assessment, safety planning, de-escalation, and follow-up with chat/text visitors.

o Positive rapport-building and crisis intervention with a wide range of chat/text visitors.

o Appropriate intervention with suicidal chat/text visitors including making an assessment and taking appropriate action.

o Ensures the least invasive intervention is utilized with visitors.

o Coordinates with Crisis Chat/Text staff and emergency responders when emergency service intervention is required.

• Maintains strong communication with counselors and navigators to ensure visitor safety.
• 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/texts.
• Provides 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 Chat/Text program staff.
• Meets with Chat/Text team 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. Must adhere to all policies and procedures on the remote work agreement.

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.

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.

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/Text team.
• Holiday and Evening coverage required. Depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Must be able to lift 25lbs.

Pay: $27.00 - $31.00 per hour

Expected hours: 16.0 per week

Education:

• Master's (Preferred)

Experience:

• Crisis intervention: 1 year (Required)
• Crisis management: 1 year (Required)
• Supervising: 1 year (Required)
• Mental health counseling: 1 year (Preferred)
• Behavioral health: 1 year (Required)
• Trauma response: 1 year (Preferred)
• Computer literacy: 1 year (Required)

Location:

• Columbia, MD (Preferred)

Work Location: In person