988 Chat and Text Coordinator

General Function:

This position is responsible for assisting in the management and leadership of the 988 Chat and Text program, including directly supervising the online/SMS crisis counseling staff. The 988 Chat and Text Coordinator is responsible for contributing to the development, implementation, and maintenance of QA/QI processes for the 988 Chat and Text program. The 988 Chat and Text Coordinator is the primary contact for volunteers and acts as the primary trainer during the new hire and volunteer/intern onboarding and will provide coaching, mentoring, and consultation to Chat staff, volunteers, and interns thereafter. This position works collaboratively with the 988 Program Manager, Administrative Operations Manager, Deputy Director, and Senior Director in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards.

Principal Duties and Responsibilities:

• Provide on-site and after-hours supervision to the 988 Chat and Text program, including responding to requests from LE, CPS, and APS
• Assist in staff and volunteer/intern interviews and new hire onboarding process, including interview follow-up, technology set-up, and HR paperwork
• Collaborate with 988 Program Manager on training logistics, including coordinating role plays and other training activities
• Maintain the 988 Chat and Text live monitoring schedule and 988 Chat and Text volunteer schedule
• Answer incoming chats in the PureConnect web client and engage the Chat Visitor in online emotional support, utilizing suicide intervention techniques as needed
• Live monitor staff, volunteer, and intern chats and initiate active rescue procedures for volunteer/intern chats in cases of imminent risk
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., LE welfare checks, CPS & APS referrals, Tarasoff Duty to Warn), assist volunteers and interns in compliance with state and federal laws and make reports to CPS and APS for volunteers and interns
• Audit Active Rescues and CPS reports monthly
• Review chat transcripts for volunteers, interns, and staff daily and report issues to 988 Program Manager
• Monitor staff compliance with live monitoring schedule and reporting procedures
• Serve as the primary contact for volunteer questions and ongoing support; facilitate 1:1 training and coaching with interns and volunteers, including role-plays and feedback in the form of transcript reviews, and provide progress reports to 988 Program Manager
• Attend and participate in monthly Lifeline clinical support conference calls and submit monthly Google Forms data
• Assist in a monthly continuing education meeting for Chat staff, volunteers, and interns
• Assist in retention and engagement strategies to continually energize existing Behavioral Health staff and expand Chat volunteer pool
• Actively participate in audit and accreditation activities
• Occasional travel to meetings and conferences
• Serve as task manager for practicums and complete practicum duties as assigned by the 988 Program Manager
• Track volunteer hours and send Volunteer Hours Report monthly

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Qualifications:

• Bachelors degree in behavioral science, counseling, or related field
• Three (3) years of recent, directly related experience, including (1) year of supervisory experience
• Washington state credentialing required upon hire
• Training in suicide prevention and intervention is strongly preferred
• Excellent computer skills including the ability to type quickly with few errors and be comfortable utilizing technology to provide online support
• Strong written and verbal communications skills. Experience communicating via instant messaging preferred
• Ability to work independently with minimal supervision
• Ability to work cooperatively with members of the general community and as a clinical team member
• Ability to take ownership of decisions and clinical feedback from direct supervisor
• Flexibility and ability to adapt to changes in the work environment and job duties
• Occasional need for flexible scheduling
• Ability to take the initiative and seek information from available resources
• Demonstrated respect for diversity

Effect on End Results:

• Outstanding customer service by providing exceptional quality of care to all 988 Chat and Text clients
• Maintaining a highly effective and efficient training program that enhances staff supervision and the QA/QI process
• Provide program support to accommodate growth in the 988 Chat and Text volunteer pool

Benefits:

• Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
• Holidays: 8 paid per year
• Floating Holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) – medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Paid travel time between clients; Mileage reimbursement; and free trainings