What are the responsibilities and job description for the Assistant Lead Crisis Counselor (Graveyard Shift) position at Crisis Support Services of Nevada?
We are currently recruiting for the Assistant Lead Crisis Counselor position for our graveyard shift from 12:00am - 08:30pm and in a Remote work environment. This position typically requires only remote work but the ability to work at our office in Reno, Nevada is preferred but not required. Applicants must live in the state of Nevada or be willing to relocate.
Prior to an interview selected applicants will be required to complete a pre-screen activity that will be provided via email.
Are you passionate about making a difference in people's lives? Do you have a talent for providing compassionate support during challenging times? Crisis Support Services of Nevada (CSSNV) is looking for dedicated individuals to join our team as Crisis Counselors and answer phone calls or chat and text interactions received on the 988 Suicide & Crisis Lifeline in Nevada.
About Us
Crisis Support Services of Nevada (CSSNV) has been a lifeline for individuals in need, providing compassionate support and vital resources for almost 60 years. As the designated 988 Suicide & Crisis Lifeline provider for Nevada, we offer an empathetic ear, a caring heart, and a helping hand to those facing life's toughest challenges. Our services include crisis intervention, suicide prevention, and support for survivors of sexual assault.
The Role
The Assistant Lead Crisis Counselor position is comprised of two roles: Acting Lead and Crisis Counselor. When their shift Lead is not working or otherwise unavailable, the Assistant Lead Crisis Counselor is the Acting Lead and supports their team. When not performing Acting Lead duties the Assistant Lead provides phone, chat, & text-based support regarding crisis/suicide prevention, as well as health, welfare, and social services referrals.
Position Duties
- Answer Contact Center lines, chats, and text messages, using the principles of active listening and de-escalation (based on Contact Center protocols) to assess issues such as high-lethality suicidal callers, sexual assault, substance abuse, information and referral resources and a variety of other issues.
- Conduct Shift Lead duties when working as Acting Lead on their shift Lead’s days off and as needed. These duties include, but are not limited to:
- Coordinate and provide oversight of staff breaks and lunches.
- Monitor staff arrival time and departure time, and document Attendance Points for staff that arrive late or leave early.
- Monitor staff calls and check in with Crisis Counselors, as needed.
- Monitor chats and texts to ensure that they are answered in a timely manner and handled appropriately.
- Complete Shift Reports for all Acting Lead shifts.
- Complete monthly allotment of Quality Improvement assessments.
- In the event that their shift Lead is on extended leave the Assistant Lead may be required to review and approve Leave Requests and/or Timecards, conduct one-on-ones with staff, and sit-in during staff Quality Improvement and performance meetings.
- Attend Contact Center Leadership meetings twice a month and any additional meetings as needed.
- Answer questions from other staff and provide support for difficult calls, chats, & texts.
Required Qualifications
- Work collaboratively with other crisis counselors, supervisors, and support staff to ensure comprehensive support for individuals in crisis.
- Participate in ongoing training and professional development opportunities to enhance skills and knowledge in crisis intervention and support.
- High school diploma or equivalent.
- 1-2 year(s) of equivalent experience in a call center, crisis hotline/text or chat service, or information and referral service.
- Ability to type and talk simultaneously in a fast-paced environment.
- Strong communication skills, both written and verbal.
- Ability to remain calm and effective in high-stress situations.
- Commitment to maintaining confidentiality and privacy.
- Willingness and ability to complete required trainings.
- Ability to pass State and Federal criminal background checks.
- Availability to work varied hours, including nights, weekends, and holidays.
- Reliable high-speed internet connection.
- Ability to work independently and stay self-motivated in a remote work environment.
- Dedicated, quiet, and private workspace for handling sensitive and confidential conversations.
The Highlights
- Full-Time position preferred; Part-Time position possible
- Schedule: 12:00am to 8:30am.
- Scheduled days: To be determined. Working Acting Lead coverage on other days is sometimes necessary to allow the shift Lead to take time off.
- Remote work environment with possible hybrid work in the future.
- $21 an hour, depending on experience.
Opportunities to advance within the organization after initial 90-days.
Job Types: Full-time, Part-time
Pay: From $21.00 per hour
Expected hours: 24 – 40 per week
Schedule:
- 8 hour shift
- Holidays
- Night shift
- Weekends as needed
Work Location: Hybrid remote in Reno, NV 89501
Salary : $21