**Join arenaflex, a leading organization in crisis support services, as we seek an experienced Crisis Chat Text Supervisor to oversee the 988 Crisis Chat Program. This is an exciting opportunity to make a meaningful difference in the lives of individuals in crisis, while working in a dynamic and supportive team environment.**
**About arenaflex**
arenaflex is a renowned organization dedicated to providing emotional support and crisis intervention services to individuals in need. Our 988 Crisis Chat Program is a vital component of our services, offering a safe and confidential space for individuals to connect with trained crisis counselors. As a Crisis Chat Text Supervisor, you will play a critical role in ensuring the smooth operation of this program, providing supervision and support to our crisis counselors, and ensuring that our services meet the highest standards of quality and care.
**Job Summary**
We are seeking an experienced Crisis Chat Text Supervisor to join our team of dedicated professionals. As a Crisis Chat Text Supervisor, you will be responsible for the overall functioning of the 988 Crisis Chat Program, including individual supervision of all Crisis Chat Counselors. You will provide guidance and support to our crisis counselors, ensuring that they are equipped to provide high-quality care to individuals in crisis. You will also be responsible for monitoring the program's performance, identifying areas for improvement, and implementing changes to ensure that our services meet the highest standards.
**Responsibilities**
**Primary Responsibilities:**
* Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors, including:
+ An assessment of each chat/text visitor to determine the appropriate means of intervention.
+ Risk assessment, safety planning, de-escalation, and follow-up with chat visitors.
+ Positive rapport-building and crisis intervention with a wide range of chat/text visitors.
+ Appropriate intervention with suicidal chat/text visitors, including making an assessment and taking appropriate action, as well as coordinating with emergency responders when active rescue is required.
+ Familiarity with resources and providing information and referral to visitors as appropriate.
* Responds to crisis chat/text visitors as needed to support Counselors on shift.
* Ensures that thorough documentation is completed for all crisis chat/text.
* Ensures that each Counselor completes 1.5 chats/texts per hour.
* Ensures that the program responds to 2,171 chats/texts per month.
* Provides daily ongoing monitoring of chats and texts to ensure quality.
* The expectation is for Counselors to score a minimum of 75% on the quality evaluation.
* Required to have an answer rate of 85% within the first 5 weeks in order to maintain remote work status.
* Conducts weekly individual supervision sessions with Counselors.
* Completes weekly quality assurance report with Counselors.
* Completes performance evaluations and yearly reviews.
* Provides training to new Crisis Chat Counselors.
* Completes monthly Lifeline/Vibrant QA/QI reports.
* Meets with Assistant Director of Crisis Services regularly to discuss program operations, concerns, and potential improvements.
**Secondary Responsibilities:**
* Ability to report on-site on an as needed basis.
* Responds to major community events and provides debriefing/support as needed.
* Other duties as assigned, required or needed.
**Agency-wide Responsibilities:**
* Participates in supervision, in-service training, and staff meetings
* Maintains good working relationships with co-workers and positively contributes to group morale.
* Completes all administrative duties including time sheets, leave requests, etc. on time.
* Uses appropriate channels of communication to resolve conflicts with other staff.
* Interacts with staff, clients, and visitors in a professional and courteous manner.
**Requirements**
* Bachelor's degree required, Master's Degree in any Counseling field or Social Work preferred.
* Bachelor's Degree from an accredited school with a minimum of 120 college credits and Master's Degree from accredited school with a minimum of 30 graduate school credits required. Transcript or copy of degree(s) required.
* 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention.
* Computer skills with various software, including Microsoft Products proficient skills required.
**Skills and Abilities:**
* Excellent oral and written communication skills.
* Ability to function successfully in an environment requiring immediate response to urgent situations.
* Spontaneous supervision of staff in real-time.
* Knowledge of and familiarity with local and statewide community resources.
* Analytical and problem-solving skills.
* Computer skills with various software and the internet.
**Work Conditions:**
* Share office space with Crisis Chat and Crisis Counselors.
* Holiday and Evening coverage required. Depending on scheduled shifts.
* Hours are flexible to meet program needs.
* Must be able to lift 25lbs.
**Rewards and Incentives:**
arenaflex offers a comprehensive benefits package, including:
* 100% coverage of expenses for licensure and/or renewal, CEUs, professional trainings and/or conferences, field certifications, and instant wage increases for certifications achieved while employed.
* $250 Hiring Bonus for full completion of Onboarding and HR trainings.
* $500 Retention Bonus
* Small Loan Option at 0% Interest for 1 year
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race (including traits associated with race, such as hair texture, afro hairstyles, and protective hairstyles), creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
**How to Apply:**
If you are a motivated and compassionate individual with a passion for crisis support services, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website. We look forward to hearing from you!
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