Online 988 Chat Text Supervisor

Position Summary:

The Online Crisis Chat Supervisor is responsible for the overall functioning of the Crisis Chat Program, to include individual supervision of all Crisis Chat Counselors. This program provides 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 Supervisor will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match texters with needed information. The Crisis Chat Supervisor provides supervision and support to Crisis Chat Counselors to include monitoring of all crisis chats.

The first 5 weeks of the role are on-site in Columbia, Maryland. You are required to have an answer rate of 85% within the first 5 weeks in order to maintain remote work status.

The position will be a hybrid of remote and on-site for the first four to six months until additional on-site space is available. A high emphasis is placed on quality assurance for this role.

Available Shift Schedules:

• 8:00PM - 4:00AM

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 active rescue 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.
• Ensures that the program responds to 2,171 chats/texts per month.
• 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.
• Required to have an answer rate of 85% within the first 5 weeks in order to maintain remote work status.
• 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.
• Completes monthly Lifeline/Vibrant QA/QI reports.
• Meets with Assistant Director of Crisis Services 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 call center program policies, procedures, and schedule based upon call 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.
• 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 quiet workspace.

Secondary Responsibilities:

• Ability to report on-site on an as needed basis.
• Responds to major community events and provides debriefing/support as needed.
• Other duties as assigned, required or needed.

Agency-wide Responsibilities:

• 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. on time.
• Uses appropriate channels of communication to resolve conflicts with other staff.
• Interacts with staff, clients, 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 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.

Grassroots Rewards & Incentives:

Grassroots offers to pay 100% of the expenses for its Full-time employees wishing to take advantage in the following areas:

• Licensure and/or Renewal (ex. Clinical, Nursing, Medical, etc.)
• CEUs
• Professional Trainings and/or Conferences
• Field Certifications
• Instant wage increases for certifications achieved while employed.
• $250 Hiring Bonus for full completion of Onboarding and HR trainings.
• $500 Retention Bonus
• Small Loan Option at 0% Interest for 1 year

All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency’s 3-month probationary period, performance metrics, and/or signed agreements prior to registration and authorization by Grassroots leadership. All bonuses are subject to completion for all required HR and programmatic training.

Job Type: Full-time

Pay: $28.00 - $32.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Overtime
• Weekends as needed

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Crisis intervention: 1 year (Required)
• Crisis management: 1 year (Required)
• Supervising: 1 year (Required)
• Mental health counseling: 1 year (Required)
• Computer literacy: 1 year (Required)

Work Location: Hybrid remote in Columbia, MD