Full Time Text Shift Supervisor

Crisis Support Services of Alameda County • Oakland, CA

2d • $28 • Hybrid

About The Position

The Text Line Shift Supervisor position answers texts through both the 24/7 Local Alameda County TextLine and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. Our goal is that, through active listening and motivational interviewing, we draw upon the texters’ strength, resilience, and natural support systems to cope with difficult emotions and life situations. The Text Line Shift Supervisor will also need to provide training, supervision, and consultation to TextLine Counselors, volunteers and interns. When providing crisis support and feedback, the Text Line Shift Supervisor will adhere to the highest possible ethical standards, and comply with program policy and procedures. You must also be open for picking up emergency fill-in shifts.

Requirements

• Requires comparable mental health work experience or graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field.
• Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms.
• Flexibility and availability evenings, overnights and weekends
• Experience applying a diversity, equity, inclusion, and belonging lens to work in mental health field
• Ability to utilize supervision
• Excellent interpersonal and communication skills
• Values working cooperatively with others
• Ability to manage deadlines / handle confidential information in professional manner
• Sensitive to the cultural and ethnic diversity of Alameda County
• Must complete Background Check (DoJ) and LiveScan
• Must live within a 100 mile radius of Oakland, CA 94609
• Must be able to commute onsite to fulfill the role's onsite requirements
• Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.
• Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Nice To Haves

• Strongly preferred one year of crisis work or text/chat counseling experience - including completion of crisis counseling training.
• Preferred one year of supervisory experience.

Responsibilities

• Answer chats/texts via Alameda County Text Line and 988 Lifeline
• Assess all texters and chat visitors for suicide risk
• Provide outreach support to high risk contacts via phone call and text
• Triage sessions on our 24 hour local text line
• Document every contact/interaction in a timely manner
• Provide resources to texters and chat visitors as appropriate
• Maintain confidentiality of other counselors and text/chat visitors
• Consult and complete any mandated reporting duties in a timely manner
• Coordinate referrals to emergency services when necessary
• Communicate all relevant information to the next shift supervisor
• Provide basic technical support to Text Line supervisees
• Help foster an environment of dignity and respect
• Comfortable multi-tasking and toggling various communication tools and platforms (e.g., email, chat via system platforms) to maintain seamless interaction with shiftmates and text/chat visitors
• Actively engage with teammates during shift and utilize consultation as required
• Accurately document staff hours in timesheets and MAA sheets
• Monitor supervisees’ sessions and review contact note documentation to provide feedback in a timely manner
• Consistently provide consultation and supervision to Text Line supervisees through a hybrid work format
• Manage workflow for Text Team volunteer counselors and interns by delegating and triaging text sessions as needed
• Track volunteer and intern progress and performance
• Review volunteer and intern contact notes and transcripts for quality assurance
• Provide shadow shift training via Google classroom to incoming Text Line counselors as assigned
• Participate in continuing education and monthly individual supervision as required
• Actively participate in weekly group supervision and other program meetings as required
• Establish rapport with and build productive relationships with texters/chat visitors in crisis
• Display confidence and composure in crisis and mandated reporting situations
• Communicate effectively and compassionately with volunteers, staff, and texters/chat visitors in a hybrid work format
• Work collaboratively with others and accept constructive feedback
• Work independently using creativity and resourcefulness
• Recognize and demonstrate the values that diversity and culture bring to an organization
• Other duties as needed

Benefits

• Medical, Dental, Vision insurance eligibility.
• Retirement plan eligibility with 2% employer match.
• 13 paid holidays.
• Paid sick time off, paid vacation and paid floating holidays available.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree