Experienced Crisis Chat Text Supervisor – 988 Crisis Support Program

About arenaflex

arenaflex is a leading 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 mission, offering a safe and confidential space for people to connect with trained crisis counselors and receive the support they require. As a Crisis Chat Text Supervisor, you will play a critical role in ensuring the success 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 at arenaflex. As a Crisis Chat Text Supervisor, you will be responsible for the overall functioning of our 988 Crisis Chat Program, including individual supervision of all crisis chat counselors. You will provide guidance and support to our counselors, ensuring that they are equipped to provide high-quality crisis intervention and emotional support to our chat and text visitors. You will also be responsible for monitoring chats and texts, conducting quality assurance reports, and providing training to new crisis chat counselors.

Responsibilities

As a 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:

+ 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, with a minimum expectation of 75% quality evaluation score.
• 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.

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• Bachelor's degree required, Master's Degree in any Counseling field or Social Work preferred.
• 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.
• 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.
• Ability to work independently with confidence, as well as lead a team of professionals.

Work Environment and Culture

As a Crisis Chat Text Supervisor at arenaflex, you will be part of a dynamic and supportive team that is dedicated to providing high-quality crisis intervention and emotional support services. You will work in a hybrid environment, with a combination of remote and on-site work, and will have access to a range of resources and training opportunities to support your professional development.

Compensation and Benefits

arenaflex offers a competitive salary and 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.
• Comprehensive health insurance, including medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.

How to Apply

If you are a motivated and compassionate individual who is passionate about providing crisis intervention and emotional support services, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

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. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment. Apply for this job