Crisis Services Quality Assurance Program Assistant

Crisis Support Services of Alameda County•Oakland, CA

23d•$31•Hybrid

About The Position

Introduction The position will provide administrative support to the crisis services administration team within the quality assurance department to ensure smooth operations and quality assurance of the text line program. The position will also play a key role in supporting ongoing sustainable operations and interdepartmental collaboration for the crisis services department. Schedule and Location This is a full-time 40 hours/week position. Some weekends and evenings may be required in order to support our 24 hour Text and Chat crisis services program. The position is expected to work 8 hours of Text Line Shifts per week. This position is expected to be on site one day/8 hours per week. Supervision The position will report to the Quality Assurance Manager, utilizing consultation as needed. 30 minutes of individual supervision are required weekly. The position is also required to attend 1.5 hours of group supervision weekly with the text line, the bi-weekly Crisis Line Team Meeting, and the text team program meeting.

Requirements

Ability to consistently demonstrate behaviors in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, contact care, and community care.
Ability to make decisions based on clinical and ethical judgment, data-informed insight, and legal considerations preferred
Ability to work independently and as part of a team
Commitment to ongoing self reflection and ability to lead with values of cultural humility is required
Capacity to demonstrate effective, sensitive, and respectful connection to various people from different cultural groups.
Excellent communication and time management skills
Comfortable providing services on the local Text Line and 988 Unified Platform
Knowledge of Crisis Services and Text Line Program and CSS policies and procedures
Knowledge of crisis/text line counseling and remote text line work technology, mandated reporting, and crisis resources
Proficiency with Microsoft Office and Google Workplaces, specifically Google Calendar, Gmail, Docs and Sheets
Proof of vaccination against Covid-19 required
Must complete Background Check (DoJ and DMV) and LiveScan

Nice To Haves

History of providing coaching and support to volunteers and interns preferred

Responsibilities

Assist in the accurate recordkeeping of the text line schedule, google calendar, and baseline schedule rosters
Routinely collaborating with QA Data Analyst Manager to tend to Apricot Requests in the last week of the month
Merge duplicate chat/text profiles on Apricot
Add chat/text contact notes into Apricot from when Apricot is down
Assisting in ensuring the completeness of Apricot profiles to reflect documented caller demographics and relevant information to their care as disclosed
Assisting in the review and analysis of notes answered and documented per shift, as needed
Supporting staff training (shift supervisors, program assistant, coordinators) on silent monitoring protocols
Performing monitoring for text line and crisis line under the direction of the Crisis Services QA Coordinator in the Silent Monitoring Program
Live and post-interaction review, reviewing contact records
Silent monitoring of live calls and text line transcripts in accordance with guidelines for Silent Monitoring set forth by 988 protocols, scheduled in collaboration with the Crisis Services QA Coordinator
Assisting in the dissemination of feedback and finding reports to volunteers, interns, staff, supervisors and directors.
Opportunity to collaborate with other departments to further process improvement
Support with maintaining updated text volunteer and staff Apricot profiles, coordinating with the Text line team and Human Resources as appropriate to ensure accurate record-keeping
Assist Text admin with checking Unified Platform open case notes and open technical support tickets on Vibrant Exchange
Join Admin meetings to provide quality assurance-informed insight
Recommend policies and procedures that improve, clarify, and support crisis and text line program operations and quality assurance.
Recommend feedback, coaching, and disciplinary actions to crisis and text line administration regarding shift supervisor, intern, apprentice, and volunteer performance.