Experienced Crisis Chat Text Supervisor – 988 Crisis Support Program

At arenaflex, we are dedicated to providing emotional support to individuals in crisis through our 988 Crisis Chat Program. As a key member of our team, the Experienced Crisis Chat Text Supervisor will play a vital role in ensuring the overall functioning of our program, providing individual supervision to Crisis Chat Counselors, and ensuring the highest level of quality assurance.

Introduction to arenaflex and the 988 Crisis Chat Program

arenaflex is a leading organization in the mental health and crisis support services industry. Our 988 Crisis Chat Program provides emotional support to individuals in crisis through our online chat and text services. Our team of trained Crisis Chat Counselors and Supervisors work together to provide crisis intervention, emotional support, and resources to those in need. As a Crisis Chat Text Supervisor, you will be responsible for the overall functioning of our program, ensuring that our team provides the highest level of quality care to our clients.

Primary Responsibilities

As a Crisis Chat Text Supervisor, your primary responsibilities will include:

• Providing supervision to Crisis Chat Counselors and ensuring appropriate intervention for all chat/text visitors
• 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
• Responding to crisis chat/text visitors as needed to support Counselors on shift
• Ensuring that thorough documentation is completed for all crisis chat/text
• Ensuring that each Counselor completes 1.5 chats/texts per hour
• Ensuring that the program responds to 2,171 chats/texts per month
• Providing 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
• Conducting weekly individual supervision sessions with Counselors
• Completing weekly quality assurance report with Counselors
• Completing performance evaluations and yearly reviews
• Providing training to new Crisis Chat Counselors
• Completing monthly Lifeline/Vibrant QA/QI reports
• Meeting with Assistant Director of Crisis Services regularly to discuss program operations, concerns, and potential improvements

Secondary Responsibilities

In addition to your primary responsibilities, you will also be expected to:

• Report on-site on an as needed basis
• Respond to major community events and provide debriefing/support as needed
• Perform other duties as assigned, required or needed

Agency-wide Responsibilities

As a member of the arenaflex team, 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
• Complete all administrative duties, including time sheets, leave requests, etc. on time
• Use appropriate channels of communication to resolve conflicts with other staff
• Interact with staff, clients, and visitors in a professional and courteous manner

Education and Experience

To be considered for this role, you will need to have:

• A 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 be successful in this role, you will need to have:

• 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 a Crisis Chat Text Supervisor, you will be expected to:

• 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% payment 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 a motivated and compassionate individual who is passionate about providing emotional support to those in crisis, we encourage you to apply for this role. Please visit our website to learn more about arenaflex and the 988 Crisis Chat Program, and to submit your application. Apply for this job