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Text Line Operations Supervisor

2 months ago

Oakland, California, United States Crisis Support Services of Alameda County Full time
Job Overview

The Text Line Program operates continuously, providing essential emotional support, crisis assessment, and safety planning through chat and text. Our mission is to empower individuals in distress by utilizing their strengths and support systems to navigate challenging emotions and life circumstances.

Key ResponsibilitiesCommunication and Support
  • Respond to inquiries via the local text line and lifeline.
  • Offer outreach assistance to high-risk individuals through phone and text interactions.
  • Prioritize and manage text sessions on the 24-hour local text line.
  • Document all interactions thoroughly.

Shift Coordination and Team Engagement
  • Ensure confidentiality of team members and service users.
  • Fulfill mandated reporting responsibilities promptly.
  • Facilitate referrals to relevant agencies and emergency services.
  • Effectively manage multiple technology platforms while multitasking.
  • Oversee documentation practices of volunteers and interns during shifts.
  • Provide ongoing support and supervision to volunteer counselors and interns in a hybrid work environment.
  • Assist in creating promotional materials for the Text Line Program as necessary.
  • Delegate and manage workflow for volunteer counselors and interns.
  • Communicate essential information to subsequent shift supervisors.
  • Offer basic technical assistance to team members.
  • Foster a respectful and dignified work environment.
  • Perform additional duties as assigned.

Volunteer and Intern Oversight
  • Supervise and mentor volunteers and interns.
  • Monitor and evaluate volunteer and intern performance.
  • Conduct training sessions for new volunteers and interns.

Administrative Duties
  • Maintain accurate timesheets.

Professional Development
  • Engage in training and development activities as required.
  • Participate in program meetings and consultations.

Essential Skills
  • Build rapport with service users and provide constructive feedback.
  • Understand the importance of human-centered solutions in crisis intervention.
  • Maintain composure in high-pressure situations.
  • Communicate effectively with team members and service users.
  • Collaborate with colleagues and accept feedback positively.
  • Work independently with creativity and resourcefulness.
  • Commit to continuous skill enhancement through training.
  • Appreciate the value of diversity within the organization.

Authority Level
  • Recommend actions regarding abusive or disruptive behavior.
  • Advise on breaking confidentiality for mandated reporting as necessary.
  • Suggest improvements to program policies and practices.
  • Provide training and support to volunteers and interns.

Supervision Structure

Shift Supervisors report to the Text Line Manager or Program Coordinator and receive regular supervision and consultation.

Qualifications
  • Experience in suicide assessment and safety planning.
  • Ability to train and supervise in a mental health context.
  • Familiarity with mandated reporting and documentation processes.
  • Knowledge of emergency procedures and support mechanisms.
  • Educational background in social sciences or related fields, or equivalent experience.
  • Minimum of one year in a supervisory role.
  • Proficient in managing multiple technology platforms.

Compensation and Schedule
  • Hourly wage of $27.00 for weekday shifts.
  • Eligible for shift differentials and bonuses for specific hours worked.
  • Part-time schedule of 20 hours per week.
  • Remote work eligibility after initial training.

Additional Requirements
  • Proof of vaccination against Covid-19.
  • Completion of background checks as required.