Experienced Online Chat Text Supervisor - 988 Crisis Intervention Services

Join arenaflex, a leading organization in crisis intervention services, as we seek an experienced Online 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 critical crisis intervention services to individuals in need. Our mission is to deliver compassionate and effective support to those experiencing emotional distress, ensuring they receive the help and resources necessary to navigate challenging situations. With a strong commitment to quality and excellence, arenaflex has established itself as a trusted partner in the crisis intervention community.

Job Highlights

*

Position:

Online Chat Text Supervisor - 988 Crisis Intervention Services

Start Date:

Immediate openings available

Compensation:

A competitive salary

Company:

arenaflex

Location:

Remote

Job Description

The Online Chat Text Supervisor is a critical role within arenaflex, responsible for the overall functioning of the 988 Crisis Chat Program. This program provides emotional support to individuals utilizing Crisis Chat and Text services, including crisis intervention, emotional support, intervention, and resources to all contacts. As a supervisor, you will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match texters with needed information.

Primary Responsibilities

* Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors, including: + Assessing 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, with an expectation of Counselors scoring 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

Education and Experience

* 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

Grassroots Rewards & Incentives

arenaflex offers a range of rewards and incentives to support your professional growth and well-being, including:

• 100% coverage of expenses for licensure and/or renewal, CEUs, professional trainings, and field certifications
• 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, 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.

Apply Now

If you are a motivated and compassionate individual with a passion for crisis intervention services, we encourage you to apply for this exciting opportunity. Join arenaflex as we work together to make a meaningful difference in the lives of individuals in crisis. Apply for this job