Text Line Program Coordinator (Evening and Weekend)

Description

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.

Text Line Shifts and Support

• Work 8 hours of Text Line Shifts per week
• Fill in as needed during working hours for gaps in text line counselor availability

Text Team Recruitment, Onboarding, Training and Development

• Support manager in recruiting and hiring new staff members and volunteers as needed
• Assist in implementing 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

Text Team Oversight, Support, and Scheduling

• 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.
• Prepare for and facilitate weekly remote group supervision for Text Line Shift Supervisors by holding space for sharing program announcements, training and debriefing client consultation.

Quality assurance

• Conduct note review of 988 chats/texts and local text line sessions, offering feedback as needed

Program Development

• Assist in developing and implementing text line program and lifeline policies and procedures
• Provide input and collaborate with Program Manager regarding development of the text line

Qualifications

• 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 demonstrate 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, Schedule, Location and Additional Requirements

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

About Crisis Support Services of Alameda County

Founded in 1966, Crisis Support Services of Alameda County offers a broad range of counseling, education and prevention services in a safe environment. CSS’ 24-hour crisis hotline responds to more than 65,000 calls each year. Services include ongoing therapy groups, school-based counseling, supportive services for seniors, suicide prevention for youth; and community education. Crisis Support Services of Alameda County recognizes and understands the impact of trauma including the challenge of accessing supportive services. Our mission is to provide a welcoming and safe environment, rooted in the belief that through collaboration with clients at every stage of service healing is possible.