Experienced Online Crisis Chat Text Supervisor – 988 Crisis Intervention Program

At arenaflex, we are dedicated to providing emotional support to individuals in crisis through our 988 Crisis Chat Program. As an Online Crisis Chat Text Supervisor, you will play a vital role in ensuring the overall functioning of this program, providing individual supervision to Crisis Chat Counselors, and ensuring the highest level of quality assurance. If you are passionate about mental health, crisis intervention, and making a difference in people's lives, we encourage you to apply for this rewarding opportunity.

About arenaflex

arenaflex is a leading organization in the mental health and crisis intervention field, committed to providing innovative solutions and exceptional services to individuals in need. Our 988 Crisis Chat Program is a critical component of our services, offering emotional support, crisis intervention, and resources to individuals utilizing our chat and text services. As an Online Crisis Chat Text Supervisor, you will be part of a dynamic team dedicated to making a positive impact in the lives of others.

Key Responsibilities

As an Online Crisis Chat Text Supervisor, you will be responsible for the following key responsibilities:

• Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors, including:

+ 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, 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

In addition to the key responsibilities, you will also be expected to:

• 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

As an Online Crisis Chat Text Supervisor, you will also be expected to:

• Participate in supervision, in-service training, and staff meetings
• Maintain good working relationships with co-workers and positively contribute 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

To be successful in this role, you will need:

• 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 – Microsoft Products proficient skills required

Skills and Abilities

To excel in this role, you will need:

• 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

As an Online Crisis Chat Text Supervisor, you will be working in a dynamic and fast-paced environment, with the following 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 our employees, including:

• 100% of expenses for licensure and/or renewal (ex. Clinical, Nursing, Medical, etc.)
• CEUs
• Professional Trainings and/or Conferences
• 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 (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 passionate about mental health, crisis intervention, and making a difference in people's lives, we encourage you to apply for this rewarding opportunity. Please submit your application through our website, including your resume, cover letter, and any other required documents. Apply for this job