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Text Line Shift Supervisor

3 months ago

Oakland, United States Crisis Support Services of Alameda County Full time
Job DescriptionJob DescriptionDescriptionOur 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 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

Volunteer and Intern Management 
  • 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

Administrative Responsibilities
  • Record work time in timesheets

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

Abilities/Typical Duties
  • 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

Level of Authority
  • 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 

Supervision/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 and Skill Requirements
  • 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 
  • Graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field OR may be substituted for comparable mental health work experience.
  • One year of supervisory experience
  • Proficient with multi-tasking and toggling across multiple technology platforms

Rate of Pay and Benefits, Schedule/Remote Eligibility and Additional RequirementsRate 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 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. 

Schedule: Part-time, 20 hours per week.  Non-exempt.
**Must be able to work all of the following shifts:
  • Saturday 12 pm to 4 pm 
  • Saturday 4 pm to 8 pm
  • Sunday 12 pm to 4 pm
  • Sunday 4 pm to 8 pm
  • Friday 12 pm to 4 pm
  • Thursday 5:30 pm to 7 pm (Group Supervision)

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.

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