Experienced Crisis Intervention Supervisor – Online Chat Text Support for arenaflex 988 Crisis Services

At arenaflex, we are dedicated to providing exceptional crisis intervention services to individuals in need. Our team of compassionate professionals is committed to making a positive impact in the lives of those we serve. As an Experienced Crisis Intervention Supervisor, you will play a vital role in leading our team of Crisis Chat Counselors and ensuring that we provide the highest level of care and support to our chat/text visitors.

About arenaflex 988 Crisis Services

arenaflex 988 Crisis Services is a leading provider of crisis intervention services, dedicated to supporting individuals in crisis through our online chat and text platform. Our team of experts is trained to provide compassionate and non-judgmental support to individuals in need, 24/7. We are committed to making a positive impact in the lives of those we serve and to providing a safe and supportive environment for our chat/text visitors.

Responsibilities

As an Experienced Crisis Intervention Supervisor, you will be responsible for:

• Providing supervision to Crisis Chat Counselors and ensuring that they are equipped to provide the highest level of care and support to our chat/text visitors.
• Conducting assessments of each chat/text visitor to determine the appropriate means of intervention and ensuring that our team is equipped to respond to a wide range of situations.
• Performing risk assessments, safety planning, de-escalation, and follow-up with chat visitors to ensure that they receive the support they need.
• Building positive rapport and providing crisis intervention with a wide range of chat/text visitors, including those who are suicidal or experiencing a mental health crisis.
• Familiarizing with resources and providing information and referrals to visitors as appropriate, to ensure that they receive the support they need.
• Responding to crisis chat/text visitors as needed to support Counselors on shift and ensuring that our team is equipped to respond to urgent situations.
• Ensuring thorough documentation is completed for all crisis chat/text interactions, to ensure that our team is equipped to provide the highest level of care and support.
• Monitoring that each Counselor completes 1.5 chats/texts per hour and that the program responds to 2,171 chats/texts per month, to ensure that we are meeting our service standards.
• Providing daily ongoing monitoring of chats and texts to ensure quality, with Counselors expected to score a minimum of 75% on quality evaluations.
• Maintaining an answer rate of 85% within the first 5 weeks to retain remote work status, to ensure that our team is equipped to provide the highest level of care and support.
• Conducting weekly individual supervision sessions with Counselors and completing weekly quality assurance reports, to ensure that our team is equipped to provide the highest level of care and support.
• Completing performance evaluations and yearly reviews for Counselors, to ensure that our team is equipped to provide the highest level of care and support.
• Providing training to new Crisis Chat Counselors and completing monthly Lifeline/Vibrant QA/QI reports, to ensure that our team is equipped to provide the highest level of care and support.
• Meeting regularly with the Assistant Director of Crisis Services to discuss program operations and improvements, to ensure that our team is equipped to provide the highest level of care and support.
• Adhering to call center program policies, procedures, and schedules based on call center needs, to ensure that our team is equipped to provide the highest level of care and support.

Requirements

To be successful in this role, you will need:

• A Bachelor's degree required; Master's Degree in Counseling or Social Work preferred.
• 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention, and intervention.
• Proficient computer skills with various software, particularly Microsoft Products.
• Excellent oral and written communication skills.
• Ability to function successfully in an environment requiring immediate response to urgent situations.
• Knowledge of and familiarity with local and statewide community resources.
• Strong analytical and problem-solving skills.

Nice-to-haves

* Experience in a supervisory role within a crisis intervention setting.

• Familiarity with telehealth technologies and platforms.
• Additional certifications in mental health or crisis intervention.

Benefits

As an arenaflex employee, you will enjoy a comprehensive benefits package, including:

• Medical insurance
• Dental insurance
• Vision insurance
• $50,000 of term life insurance
• Short-term disability insurance
• Long-term disability insurance
• 403(b) retirement plan with 2% match
• Social Security participation
• Worker's Compensation
• Unemployment insurance
• Professional liability insurance
• Flex time for exempt employees
• Employee Assistance Program (EAP)
• Vacation accrual
• Paid holidays
• Personal leave
• Sick leave
• Family and Medical Leave Act (FMLA)
• Military Leave
• Civil Leave
• Bereavement Leave
• Training Leave
• Inclement weather options
• Mileage reimbursement

Why join arenaflex?

At arenaflex, we are committed to making a positive impact in the lives of those we serve. We offer a dynamic and supportive work environment, with opportunities for career growth and development. Our team is passionate about providing exceptional crisis intervention services and is dedicated to making a difference in the lives of those we serve.

How to apply

If you are a motivated and compassionate professional with a passion for crisis intervention, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you! Apply to this job Apply for this job