Crisis Trainer and Coach

About the role

The Crisis Trainer and Coach will be an engaging crisis services professional who will provide Common Ground’s Crisis Intervention Training as required for Common Ground staff of the Crisis Helpline Services programs. This includes MiCAL and 988 National Back-Up Center. The Crisis Trainer and Coach will also provide coaching using identified quality documents under the direction of the Lead Trainer and Coach to employees in a supportive, strengths-based way. These programs serve people regarding various forms of crises including but not limited to addiction, abuse, human trafficking, mental illness, etc. The Crisis Trainer and Coach will report to the Quality Assurance Director. Training is conducted 100% virtually, using platforms such as Zoom and Microsoft Teams and includes an extensive 96-hour Crisis Intervention Training (CIT) and more. The Crisis Trainer and Coach will work to ensure that all staff are properly prepared and set up for success in their roles.

Responsibilities

• Gain and maintain thorough, up-to-date understanding of Common Ground’s Crisis Intervention Training (CIT)
• Provide Customer Relationship Management (CRM) training to all staff
• Act as the subject matter expert on CIT
• Communicate with new hires in a friendly, welcoming manner through various mediums
• Deliver virtual training in an engaging manner
• Exercise patience with new hires in various programs as they learn the various components of crisis intervention or peer support
• Tailor training in consideration of the varying base knowledge of participants as participants will be from various programs across the continuum of care within Common Ground
• Effectively communicate with relevant functional partners including Shift Supervisors, Managers, Human Resources, Information Technology, etc.
• Collaborate with Managers and Supervisors as it relates to Coaching activities across all lines
• Complete coaching activities across all lines to meet organizations metrics related to frequency of coaching sessions
• Provide coaching to staff in real time to give feedback as to the quality of their adherence to the CIT model in a supportive way that empowers staff to be better crisis specialists
• Collaborate with Crisis Helpline Services leadership and functional partners to ensure a quality new hire training experience
• Ensure training participants have retained training skills/knowledge through observation and/or assessments
• Track and organize CIT training progress of all staff
• Stay current with CIT training updates and coordinate applicable update training with staff as needed
• Possess a working knowledge of Common Ground policies and procedures
• Partner with program leadership to integrate procedure changes into the training content as needed
• Provide community trainings on an as needed basis as approved by the Senior Leadership of Common Ground

Related Job Functions

• Assist in the creation of additional CIT reference materials as needed
• Collaborate with various Common Ground staff and external contacts as needed
• Perform other job-related duties as assigned

Required Knowledge, Skills & Abilities

• High proficiency in crisis intervention and suicide practices/techniques (expert level preferred)
• Caplan Model of Crisis Intervention
• Ability to monitor crisis calls as provided by staff on all lines and provide feedback in order to improve skill level and program outcomes
• Ability to develop topic specific trainings based on trends that are observed during coaching sessions
• Recovery orientation and trauma-informed care in behavioral healthcare
• De-escalation techniques, motivational interviewing, and collaborative problem-solving skills
• Tech-savvy with experience using various computer programs, systems, and platforms
• Demonstrated knowledge and experience in the utilization of various community resources
• Demonstrated presentation & facilitation skills
• Highly proficient with Microsoft Office applications
• Comfort in leveraging technology to enhance learning
• Excellent written and verbal communication skills
• Ability to exercise strong patience
• Self-directed with a strong ability to multi-task
• Superior organizational skills
• Excellent attention to detail for accuracy and precision
• Ability to be flexible and adapt to changes in schedule and/or task priority
• Effectively modify training flow based on the training participants’ progress

Required Education & Experience

• Bachelor’s Degree in a Human Service field; or comparable combination of education and experience (preferred)
• Minimum 2 year crisis intervention experience
• Previous experience with building solid relationships team members
• Satisfactory completion of Common Ground’s Crisis Intervention Training upon hire
• Satisfactory completion of Applied Suicide Intervention Skills Training (ASIST)
• Demonstrated experience utilizing the Caplan Model of Crisis Intervention (preferred)

Essential Requirements

Environmental Working Requirements: The Crisis Trainer and Coach must maintain a private, secure, distraction-free remote workspace that is appropriate for handling confidential crisis phone and text/chat interactions, staff consultation, supervision, coaching, and virtual meetings. The position requires sustained use of computer screens, keyboarding, web-based crisis platforms, electronic documentation systems, scheduling tools, payroll systems, reporting systems, and virtual communication tools. Common Ground will provide essential equipment as determined by agency policy. Assignments may require independent work, virtual teamwork, real-time consultation with staff and leaders, participation in remote meetings, trainings, coaching, debriefing, quality review, and support of 24/7 crisis operations.

Internet Requirements: There are specific pre-requisite home internet requirements for this position. Common Ground will not cover the cost of home internet. A minimum internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required. In addition, home internet must have a latency (PING) of less than 100 MS. A hard-wired (coax or fiber cable) connection is recommended, but not required. Internet tests are a required part of the screening process for this position. An internet speed test result that meets or exceeds the minimum standards as outlined above is required before the employment start date.

Residence and Work-Location Requirements: Must comply with Common Ground, funding, licensure, payroll, tax, technology, privacy, and contractual requirements for the Vibrant 988 National Back-up Center.