What are the responsibilities and job description for the Evening and Weekend Text Line Program Coordinator position at CRISIS SUPPORT SERVICES OF ALAMEDA COUNTY?
Application Deadline: 20 January 2025
Department: Crisis Services
Location: Oakland, CA
Compensation: $75,000 / year
The main duties of the Text Line Program Coordinator are to oversee the daily operations of the text team. The position will support the agency in maintaining positive morale and motivation for staff, interns, and volunteers in fulfilling the agency mission and goals, including providing supervision for the Text Team (text line volunteers, text line counselors, and text line shift supervisors). The position will ensure the program is in compliance with accreditation standards set by American Association of Suicidology, International Council for Helplines, National Suicide Prevention Lifelines, Alameda County Behavioral Health, and California 988 crisis center consortium.
Job Responsibilities
Text Line Program 988 Expansion
- Will collaborate and work with the Text Line Manager to implement Lifeline/988 expansion.
- Collaborate with managers to train new text team members on the shared 988 California text line platform and electronic health record software.
- Work 8 hours of Text Line Shifts per week
- Fill in as needed during working hours for gaps in text line counselor availability
- Support manager in recruiting and hiring new staff members and volunteers as needed
- Assist in implement outreach efforts, including presentations, flyers, posters, and other marketing means for Text Team volunteers and staff
- Assist with efforts to promote the text line program, CSS programs and events to our community
- Assist in development and update the Text Training Classroom, Text Line Manual, Lifeline Classroom, Continuing Education, and other relevant training materials
- Develop and co-facilitate Text Team orientation classes and role play sessions for new cohorts
- Evaluate the classroom materials to reflect current agency policy and procedures
- Develop and implement evaluation tools for the training classes
- Support and develop text line trainers
- Support shift supervisors & volunteers in their role as trainers as needed
- Visit shifts to give trainers support and feedback as needed
- Offer trainers individual supervision as needed
- Support trainers in evaluating trainee progress towards training goals
- Provide supervision and feedback to text team members, including one-on-one supervision; supervisions are to be documented
- Develop and implement training and continuing education materials for text line program
- Develop and maintain text line shift support materials and documents, including youth referrals and updating client profiles
- Seek coverage for understaffed text line and lifeline shifts
- Fill in for understaffed shifts during working hours
- Provide technical support and troubleshooting to staff and counselors
- Schedule shifts and maintain Text Line Schedule in collaboration with Text Line Manager during evening and weekend work hours.
- Preparing for and facilitating weekly remote group supervision for Text Line Shift Supervisors by holding space for sharing program announcements, training and debriefing client consultation.
- Conduct note review of 988 chats/texts and local text line sessions, offering feedback as needed
- Assist in Development and Implementation of text line program and lifeline policies and procedures
- Provide input and collaborate with Program Manager regarding development of the text line
Supervision/Direction Received
The position reports to the Text Line Program Manager and will utilize consultation as needed. The position will receive 50 minutes of individual supervision every week, and will attend staff meetings 2nd and 4th Wednesdays and crisis line consultation meetings every Thursday. Supervision will have an emphasis on coaching the position on program management, training skills, public speaking skills, and people management skills. The position will provide support, consultation, and coaching to all Text Team members.
Level of Decision Making
The position has the authority to:
- Support with hiring/onboarding text team members
- Provide feedback, coaching, and disciplinary actions to text team members
- Recommend termination of text line volunteer contracts and Text Line staff
- Recommend budgetary needs, including technology needs that enhances the effectiveness of the Text Line Program
- Assist in developing and implement Text Line Program and Lifeline policy and procedures
- Provide consultation and assist in making clinical decisions related to text line program participants
- Text line experience required
- Experience as a text line supervisor required
- Flexibility and availability afternoons, evenings and/or weekends
- Ability to work independently and as part of a team
- Ability to understand and follow agency protocols and procedures
- Ability to utilize supervision
- Sensitive to the cultural and ethnic diversity of Alameda County
- Commitment to ongoing self reflection and ability to demonstrates cultural humility values is required
- Must be able to demonstrate the ability to effectively, sensitively, and respectfully relate to people from different cultural groups.
- Ability to consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care.
- Proof of vaccination against Covid-19 required
- Must complete Background Check (DoJ and DMV) and LiveScan
Benefits:
This position is full-time and eligible for benefits. Medical, dental, vision, retirement matching, 14 paid holidays, vacation, sick time, and floating holidays.
Schedule:
This is a full–time (40 hours per week) non-exempt position, with 8 hours on the text line. Working on evenings and weekends is expected. An on call consultant provides clinical consultation and technical support, which may include overnight coverage.
Location:
Hybrid eligible; expected on-site Thursday afternoon and one additional day of choice
Additional Requirements:
- Proof of vaccination against Covid-19 required
- Must complete Background Check (DoJ) and LiveScan
Salary : $75,000
