Job Description
Job Description
Description
Our Text Line Program operates 24 / 7. Counselors provide emotional support, suicide assessment and safety planning to those in crisis through chat and text. Our goal is that, through active listening, we draw upon our texters’ strength, resilience, and natural support systems to cope with difficult emotions and life situations.
The Text Line Program Shift Supervisor will also provide training, supervision, and consultation to volunteers and interns on the Text Line while adhering to program standards and protocols.
Job Functions, Level of Authority, and Supervision / Direction Received
Job Functions :
Answer the 24-hour local text line and lifeline
- 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
Shift Management and Build Connection on Shift
Maintain confidentiality of shiftmates and text / chat visitorsComplete any mandated reporting duties in a timely mannerCoordinate referrals to CPS, APS, and emergency servicesProficient with multi-tasking and toggling across multiple technology platformsEnsure that all assigned volunteers and interns on the same shift are accurately documenting sessions in a timely mannerConsistently provide consultation and supervision to assigned volunteer Text Line counselors and interns through a hybrid work formatAssist with developing or delivering marketing materials to promote the Text Line Program as neededManage workflow for Text Team volunteer counselors and interns by delegating and triaging text sessions as neededCommunicate all relevant information to the next shift supervisor and coordinatorProvide basic technical support to volunteers and internsHelp foster an environment of dignity and respectOther duties as assignedVolunteer and Intern Management
Provide supervision to volunteers and internsSupervise, coach, and mentor volunteers and interns assigned to youTrack volunteer and intern progress and performanceReview volunteer and intern contact notes for professionalism and accuracyProvide shadow shift training for incoming volunteers and interns as assignedAdministrative Responsibilities
Record work time in timesheetsPersonal and Professional Development
Participate in volunteer and staff training, supervision, and development activities as requiredAttend consultation and other program meetingsAbilities / Typical Duties
Establish rapport with and build productive relationships with texters / chat visitors, and take responsibility for feedback given during supervisionRecognize that human-centered solutions and connectedness are key to providing crisis line interventionDisplay confidence and composure in crisis and mandated reporting situationsCommunicate effectively and compassionately with volunteers, staff, and texters / chat visitorsWork collaboratively with others and to accept constructive feedbackWork independently using creativity and resourcefulnessWillingness to continuously improve skills through supervision and trainingRecognize the value that diversity and culture bring to an organizationLevel of Authority :
Recommend blocking texters who are using abusive, aggressive, or disruptive behavior on our Local Text Line, in accordance with written limit setting policyRecommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include CPS, APS, OmbudsmanRecommend 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 memberRecommend program policies, practices, and purchases that increase the effectiveness of the Text Line ProgramProvide training, supervisory support, and consultation to volunteers and internsSupervision / Direction Received :
Shift Supervisors report to either the Text Line Manager or Program Coordinator. This position receives a minimum of 60 minutes of individual supervision per month and 1.5 hours of group consultation per week. All staff are also highly encouraged to attend staff meetings 2nd and 4th Wednesdays 9 : 30-10 : 45 am.
Knowledge / Skill Requirements and Minimal Qualifications
Knowledge and Skill Requirements :
Knowledge of how to assess for suicide and collaboratively safety plan via text / chatAbility to provide training, constructive feedback, and supervision to volunteers and interns in a mental health settingReport to their direct supervisor any important information related to quality control and volunteer supportKnowledge of processes for mandated reporting and documentation proceduresKnowledge of how to enact emergency procedures, support volunteers through emergency procedures, provide outreach, and fulfill documentation proceduresMinimal Qualifications :
Proficient with multi-tasking and toggling across multiple technology platformsStrength based and cultural humility approach with diverse populations, including youth and young adultsOne year of mental health work experience strongly preferredOne year of crisis line text or phone counseling experience preferred but not necessaryGraduation 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
Rate of Pay and Benefits :
Compensation for this position is $27.00 / hour for weekday shifts 8am-3 : 59pm.This position is eligible for shift incentives and differentials ofEvening 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.Additional Requirements :
Proof of vaccination against Covid-19 requiredMust complete Background Check (DoJ) and LiveScanSchedule :
Availability to work a minimum of 8 four-hour shifts plus one weekly group supervision . Shifts can be found here.
Remote Work Eligibility :
Eligible for remote work after initial training. Must be able to commute to office located in North Oakland. Must attend training on-site when specified by the training team.
Salary : $4 - $27
