Full Time Text Line Shift Supervisor

About the role

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.

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
• 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)
• Actively engage with teammates during shift and utilize consultation as required
• Accurately document staff hours in timesheets and MAA sheets
• Maintain 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
• Participate in continuing education and monthly individual supervision as required
• 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

Qualifications

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

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