Online Chat Text Supervisor - 988 Crisis Support Services - Remote Opportunity with Comprehensive Training and Competitive Compensation

Join Our Team: Online Chat Text Supervisor - 988 Crisis Support Services

Are you a compassionate and driven professional looking for a challenging role that makes a difference in people's lives? We are seeking an experienced Online Chat Text Supervisor to lead our 988 Crisis Chat Program, providing emotional support to individuals in crisis through chat and text services. As a Remote position with a competitive salary, this opportunity offers a unique blend of professional growth, flexibility, and fulfillment.

About Our Organization and Industry

Our organization is dedicated to providing critical support services to individuals in crisis, and we are committed to creating a culture of care, compassion, and excellence. We believe that everyone deserves access to high-quality support services, and we are passionate about making a positive impact in our community. As a leader in the crisis support industry, we are constantly seeking innovative ways to improve our services and support those in need.

Job Summary

The Online Chat Text Supervisor will play a critical role in the overall functioning of our 988 Crisis Chat Program, providing individual supervision to Crisis Chat Counselors and ensuring the delivery of high-quality support services to individuals in crisis. This position requires a strong and diverse skillset, including excellent communication and analytical skills, the ability to function successfully in an environment requiring immediate response to urgent situations, and knowledge of local and statewide community resources.

Key Responsibilities

Primary Responsibilities

• Provide supervision to Crisis Chat Counselors, ensuring appropriate intervention for all chat/text visitors, including assessment, risk assessment, safety planning, de-escalation, and follow-up.
• Conduct weekly individual supervision sessions with Counselors, complete weekly quality assurance reports, and performance evaluations and yearly reviews.
• Monitor and respond to crisis chat/text visitors as needed, providing support to Counselors on shift and ensuring thorough documentation is completed for all crisis chats/texts.
• Ensure that each Counselor completes 1.5 chats/texts per hour and that the program responds to 2,171 chats/texts per month.
• Conduct daily ongoing monitoring of chats and texts to ensure quality, with a minimum score of 75% on quality evaluation.
• Provide training to new Crisis Chat Counselors and complete monthly Lifeline/Vibrant QA/QI reports.
• Meet with Assistant Director of Crisis Services regularly to discuss program operations, concerns, and potential improvements.

Secondary Responsibilities

• Report on-site on an as-needed basis and respond to major community events, providing debriefing/support as needed.
• Complete other duties as assigned, required, or needed.

Agency-wide Responsibilities

• Participate in supervision, in-service training, and staff meetings.
• Maintain good working relationships with co-workers and positively contribute to group morale.
• Complete all administrative duties, including time sheets, leave requests, etc. on time.
• Use appropriate channels of communication to resolve conflicts with other staff.
• Interact with staff, clients, and visitors in a professional and courteous manner.

Requirements and Qualifications

Education and Experience

• Bachelor's degree required, Master's Degree in any Counseling field or Social Work preferred.
• 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.

Training and Support

We offer comprehensive training and support to ensure your success in this role. The first 6 weeks of training are mandatory, including 1 week of virtual training and 5 weeks of on-site training in Columbia, Maryland. You will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources.

Work Environment and Culture

We offer a flexible and supportive work environment, with a hybrid of remote and on-site work arrangements for the first four to six months. Our team is committed to creating a culture of care, compassion, and excellence, and we value diversity, equity, and inclusion. We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.

Compensation and Benefits

We offer a competitive salary and comprehensive benefits package, including:

• 100% of expenses for licensure and/or renewal, CEUs, professional trainings and/or conferences, and 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.

Career Growth Opportunities and Learning Benefits

We are committed to supporting the career growth and development of our team members. We offer opportunities for professional growth, training, and education, and we encourage our team members to pursue their career goals. Our team members have access to a range of learning benefits, including training programs, mentorship opportunities, and educational resources.

Conclusion

If you are a compassionate and driven professional looking for a challenging role that makes a difference in people's lives, we encourage you to apply for this exciting opportunity. As an Online Chat Text Supervisor, you will play a critical role in providing emotional support to individuals in crisis and ensuring the delivery of high-quality support services. We offer a comprehensive training program, competitive salary, and benefits package, and a supportive work environment. Apply now and join our team!

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