Crisis Line Training Coordinator

4 weeks ago

Oakland, United States Crisis Support Services of Alameda County Full time
Job DescriptionJob DescriptionDescriptionThis position will work as part of the Training Team in coordinating staff and volunteer training. This will include developing materials and facilitating trainings which implement best practice standards including those of the American Association of Suicidology, National Suicide Prevention Lifeline, and 988/Vibrant. As a coordinator, the position will support the agency in maintaining positive morale and motivation for staff, interns, and volunteers in fulfilling the agency mission and goals. This position will also support the rollout and implementation of a Learning Management System to deliver assigned training as needed. 
Typical Duties, Supervision and Level of Decision MakingTypical Duties:    
  988 Implementation 
  • Support the Training Manager in implementing requirements for 988 expansion in call volume and expectations including but not limited to program development, training for crisis line staff and volunteers, and supporting quality assurance efforts
  • Create, upload, and assign training and utilize a Learning Management System for the delivery of training and continuing education as needed

Crisis Line Program Standards
  • Maintain and update training materials for consistency and current best practices/standards of care
  • Develop and implement training classes that are appropriate for the Crisis Line Program.
  • Support and implement program-wide training of crisis line program standards, policies and procedures
  • In collaboration with the Crisis Services Department Director, Program Managers and Coordinators, design and implement Crisis Line Program Standards in policy and protocols
 Crisis Line Program Classroom Training and Volunteer Support
  • Facilitate crisis line training classes for new trainees - including the selection and assignment of  additional classroom facilitators to assist with training
  • Participate in shadow shift training as needed
  • Ensure any make-up and review classes are completed as needed
  • Evaluate classroom materials so they reflect current agency policy and procedures
  • Utilize evaluation tools and gather feedback from participants for the evaluation of training classes and facilitators
  • Overseeing record keeping on attendance
  • Assist in coordinating volunteer recognition and team building events
 Crisis Line Program On Shift Trainer Development and Support
  • Support shift supervisors, phone counselors, and volunteers in their roles as trainers
  • Recruit and train new trainers
  • Create and facilitate opportunities for trainer support and recognition; such as trainer meetings or visiting shifts to give trainers’ support and feedback
 Crisis Line Program On-Shift Training Oversight
  • In coordination with Volunteer Manager, prepare graduation certificates/gifts for all volunteers completing training
  • Meet with trainers/trainees at midway point and at graduation (Role Play Assessment and Closing Interview)
  • Address concerns and red flag issues with trainers and trainees in a timely manner
  • Maintain and update the Training Workbook and other relevant training materials
  • Evaluate the performance of on-shift trainers
  Volunteer and Training Measurements and Reports
  • Oversee screening of new volunteers including phone screening, interviewing, and on-boarding – including gathering all necessary paperwork & communications and coordinating with HR 
  • Maintain current records and provide quarterly reports
  • Measure number of volunteer inquiries, number of interviews, number of people who were accepted into the training program, and number of people who graduated from the training program

Supervision
  • Provide day-to-day consultation and supervisory oversight regarding clinical issues to volunteers, interns, and crisis line staff
  • Provide direct supervision to assigned staff, including program assistants, shift supervisors, phone counselors, and/or other crisis line staff

Performs other duties as assigned.

Supervision:
The Training Coordinator reports to the Training Manager and will utilize consultation as needed. The position will directly supervise any Training Team Program Assistant(s) & 1 or more crisis line staff.

Level of Decision Making:

The Training Coordinator will oversee the screening, interviewing, and onboarding volunteer applicants. The position will also develop, refine, and implement the crisis line training program for all incoming volunteers and staff. Additionally, the Training Coordinator will support in the selection, training, and supervision of trainers to assist in the training of new volunteers. They will provide support and consultation on matters related to crisis line program calls and clients, crisis line volunteers, phone counselors and shift supervisors. The position will be an active participant in evaluating, designing, and implementing crisis line program policy and procedures. 
The position has the authority to:
  • Approve crisis line volunteers and recommend termination of volunteer contracts
  • Recommend volunteers and recommend separation of assigned supervisees 
  • Assign and evaluate duties to the training program assistant position
  • Provide feedback and take disciplinary action as it pertains to supervisees
  • Provide consultation and make clinical decisions related to clients in the crisis line and text line programs
  • Recommend budgetary, policy, and procedural needs of the Crisis Line, Text Line, After-Hours programs

Minimum Qualifications
  • Understanding of laws and regulations regarding mental health and social service programs and the ability to apply state, federal, and local regulations related to client care in the crisis line and text line programs
  • Commitment to ongoing self reflection and ability to lead with values of cultural humility
  • 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
  • Experience in crisis intervention or suicide prevention
  • Excellent public speaking, writing, interpersonal, and organizational skills
  • Experience teaching classes, facilitating group discussions, responding to feedback, and providing specific, detailed feedback
  • Proficiency in using Microsoft Office (Excel, PowerPoint, Word) and gSuite including Docs, Sheets, and Slides
  • Minimum 2 years experience providing oversight in a clinical setting preferred


Benefits, Salary, Schedule and Additional RequirementsBenefits:
The position is eligible for the following benefits: prorated medical benefits, 12 paid holidays per year, sick time, vacation time, floating holiday time, and retirement plan.

Position Salary:

Base rate for this position is $36.06 per hour. If taking on additional on-call duties, the rate would be increased to become $37.50 per hour.

Hybrid Work Schedule:
  • 40 hours/week (one on-call shift per week)
  • One 8 hour day per week on site requirement

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

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