Text Line Shift Supervisor - Crisis Support Services of Alameda County

Description

Job Functions, Level of Authority, and Supervision/Direction Received

• Answer chats/texts via Alameda County Text Line and 988 Lifeline
• Provide outreach support to high risk callers via phone call and texting
• Triage text sessions on the 24 hour local text line
• Document a note for every contact/interaction

• Maintain confidentiality of shiftmates and text/chat visitors 
• Complete any mandated reporting duties in a timely manner
• Coordinate referrals to CPS, APS, and emergency services
• Proficient with multi-tasking and toggling across multiple technology platforms
• Ensure that all assigned volunteers and interns on the same shift are accurately documenting sessions in a timely manner
• Consistently provide consultation and supervision to assigned volunteer Text Line counselors and interns through a hybrid work format 
• Assist with developing or delivering marketing materials to promote the Text Line Program as needed
• Manage workflow for Text Team volunteer counselors and interns by delegating and triaging text sessions as needed
• Communicate all relevant information to the next shift supervisor and coordinator
• Provide basic technical support to volunteers and interns
• Help foster an environment of dignity and respect
• Other duties as assigned

• Provide supervision to volunteers and interns
• Supervise, coach, and mentor volunteers and interns assigned to you
• Track volunteer and intern progress and performance
• Review volunteer and intern contact notes for professionalism and accuracy
• Provide shadow shift training for incoming volunteers and interns as assigned

• Record work time in timesheets

• Participate in volunteer and staff training, supervision, and development activities as required
• Attend consultation and other program meetings

• Establish rapport with and  build productive relationships with texters/chat visitors, and take responsibility for feedback given during supervision
• Recognize that human-centered solutions and connectedness are key to providing crisis line intervention
• Display confidence and composure in crisis and mandated reporting situations
• Communicate effectively and compassionately with volunteers, staff, and texters/chat visitors
• Work collaboratively with others and to accept constructive feedback
• Work independently using creativity and resourcefulness
• Willingness to continuously improve skills through supervision and training
• Recognize the value that diversity and culture bring to an organization

• Recommend blocking texters who are using abusive, aggressive, or disruptive behavior on our Local Text Line, in accordance with written limit setting policy
• Recommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include CPS, APS, Ombudsman
• Recommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a texter’s family member
• Recommend program policies, practices, and purchases that increase the effectiveness of the Text Line Program
• Provide training, supervisory support, and consultation to volunteers and interns 

Knowledge/Skill Requirements and Minimal Qualifications

• Knowledge of how to assess for suicide and collaboratively safety plan via text/chat
• Ability to provide training, constructive feedback, and supervision to volunteers and interns in a mental health setting
• Report to their direct supervisor any important information related to quality control and volunteer support
• Knowledge of processes for mandated reporting and documentation procedures 
• Knowledge of how to enact emergency procedures, support volunteers through emergency procedures, provide outreach, and fulfill documentation procedures 

• Proficient with multi-tasking and toggling across multiple technology platforms
• Strength based and cultural humility approach with diverse populations, including youth and young adults
• One year of mental health work experience strongly preferred 
• One year of crisis line text or phone counseling experience preferred but not necessary 
• Graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field is preferred but not required. This may be substituted for comparable work experience. 
• One year of supervisory experience is required, if no mental health work experience or degree in a social science or closely-related field.

Rate of Pay/Benefits, Additional Requirements and Schedule/Location

• Compensation for this position is $27.00/hour for weekday shifts 8am-3:59pm.
• This position is eligible for shift incentives and differentials of
  • Evening and weekend bonuses are $1.50/hour for shifts 4pm-11:59pm.
  • Overnight bonuses are $5.00/hour for shifts 12am-7:59am.
  • A training incentive of $3.50/hour is applied in addition to shift differentials when providing direct training in the form of shadow shifts, classroom training and role-play workshops. 
• Employees who work more than 20hrs/week are eligible for medical, dental, and retirement plans covered at 75% of the full time equivalent. 

• Proof of vaccination against Covid-19 required
• Must complete Background Check (DoJ) and LiveScan