Full Time Text Line Shift Supervisor

Text Line Shift Supervisor

Position Title: Text Line Shift Supervisor

Employment Type: FT

Pay Rate: $28.00/hr

Shift Differential Eligibility: up to $5 per hour for evening, weekend, and overnight shifts

Eligibility for Remote Work: Eligible for remote work after initial training. Must permanently reside in California and be able to commute to office located in North Oakland. Must attend training on-site when specified by the training team.

Benefits: Medical, Dental, Vision insurance eligibility. Retirement plan eligibility with 2% employer match. 13 paid holidays. Paid sick time off, paid vacation and paid floating holidays available.

Position Summary

The Text Line Shift Supervisor position answers texts through both the 24/7 Local Alameda County TextLine and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. Our goal is that, through active listening and motivational interviewing, we draw upon the texters' strength, resilience, and natural support systems to cope with difficult emotions and life situations. The Text Line Shift Supervisor will also need to provide training, supervision, and consultation to TextLine Counselors, volunteers and interns. When providing crisis support and feedback, the Text Line Shift Supervisor will adhere to the highest possible ethical standards, and comply with program policy and procedures. You must also be open for picking up emergency fill-in shifts.

Supervision/Direction Received

This position reports to the Text Line Program Coordinators and Program Manager for supervision meetings. This position is required to receive a minimum of 60 minutes of individual supervision per month and at minimum 1.5 hour of group supervision per week. All staff are also highly encouraged to attend remote staff meetings 2nd and 4th Wednesdays 9:30AM-10:45AM.

Level of Decision Making

The Text Line Shift Supervisor has the authority to do the following actions: 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. Provide training, supervisory support, and consultation to volunteers and interns.

Job Responsibilities

• Answer chats/texts via Alameda County Text Line and 988 Lifeline
• Assess all texters and chat visitors for suicide risk
• Provide outreach support to high risk contacts via phone call and text
• Triage sessions on our 24 hour local text line
• Document every contact/interaction in a timely manner
• Provide resources to texters and chat visitors as appropriate
• Maintain confidentiality of other counselors and text/chat visitors
• Consult and complete any mandated reporting duties in a timely manner
• Coordinate referrals to emergency services when necessary
• Communicate all relevant information to the next shift supervisor
• Provide basic technical support to Text Line supervisees
• Help foster an environment of dignity and respect
• Comfortable multi-tasking and toggling various communication tools and platforms (e.g., email, chat via system platforms) to maintain seamless interaction with shiftmates and text/chat visitors
• Actively engage with teammates during shift and utilize consultation as required
• Accurately document staff hours in timesheets and MAA sheets
• Monitor supervisees' sessions and review contact note documentation to provide feedback in a timely manner
• Consistently provide consultation and supervision to Text Line supervisees through a hybrid work format
• Manage workflow for Text Team volunteer counselors and interns by delegating and triaging text sessions as needed
• Track volunteer and intern progress and performance
• Review volunteer and intern contact notes and transcripts for quality assurance
• Provide shadow shift training via Google classroom to incoming Text Line counselors as assigned
• Participate in continuing education and monthly individual supervision as required
• Actively participate in weekly group supervision and other program meetings as required
• Establish rapport with and build productive relationships with texters/chat visitors in crisis
• Display confidence and composure in crisis and mandated reporting situations
• Communicate effectively and compassionately with volunteers, staff, and texters/chat visitors in a hybrid work format
• Work collaboratively with others and accept constructive feedback
• Work independently using creativity and resourcefulness
• Recognize and demonstrate the values that diversity and culture bring to an organization

Qualifications

• Requires comparable mental health work experience or graduation from an accredited college or university with an associate's or bachelor's degree in a social science or closely-related field.
• Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms.
• Flexibility and availability evenings, overnights and weekends
• Experience applying a diversity, equity, inclusion, and belonging lens to work in mental health field
• Ability to utilize supervision
• Excellent interpersonal and communication skills
• Values working cooperatively with others
• Ability to manage deadlines / handle confidential information in professional manner
• Sensitive to the cultural and ethnic diversity of Alameda County
• Strongly preferred one year of crisis work or text/chat counseling experience - including completion of crisis counseling training.
• Preferred one year of supervisory experience.

Minimum Qualifications

• Must complete Background Check (DoJ) and LiveScan
• Must live within a 100 mile radius of Oakland, CA 94609
• Must be able to commute onsite to fulfill the role's onsite requirements
• Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.
• Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Agency Mission & Values

Agency Mission

To reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent the suicide of those who are actively suicidal, and to offer hope and caring during times of hopelessness.

Agency Values

We care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.

Justice, Equity, Diversity, and Inclusion Statement

CSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors.

Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.

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 on-going 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