988 NBU Chat & Text Shift Lead

Volunteers Of America Western Washington • Full-time • Remote (Everett, Washington State, United States) • $31 - $34 / hour • 2m ago

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
Competitive compensation
Holidays: 8 paid per year + 2 paid floating holidays
Medical, Dental, and Vision
Health Savings Account (HSA)
Flexible Savings Account (FSA) medical & dependent care
Free Employee Assistance program
403(b) Retirement Plan matching
Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This full-time, hourly position is responsible for assisting in the overall operations of the 988 National Backup Chat & Text service including providing ongoing coaching to new and existing staff, case consultations, and working collaboratively with the Program Coordinator to ensure efficiencies, exceptional level of customer service and compliance with funder contractual obligations and accreditation requirements. This position is responsible for answering chats and texts and monitoring interactions that originate from the National Suicide Prevention Lifeline/988. The 988 Chat & Text Shift Leads will provide non-judgmental, empathic, emotional crisis support by utilizing a crisis intervention model as well as suicide intervention techniques as appropriate during an online exchange with a Chat Visitor who is in a self-defined crisis. This position is responsible for performing Police Intervention and mandated reporting procedures for staff on the assigned shift. The 988 Chat & Text Shift Leads will be responsible for performing a basic daily review of chat transcripts as defined by the 988 Chat & Text Coordinator and will collaborate with the Behavioral Health management team on the assessment, creation, and implementation of training procedures for the 988 Chat & Text program. This position oversees a set of 988 Chat & Text Counselors and assists the 988 Chat & Text Coordinator in overall program supervision. This position requires flexibility and shift work as assigned.

Principal Activities:

Provide real-time feedback to program staff regarding chat/text handling and customer service
Provide written QA/QI reports to assigned staff and address issues in 1:1 Teams meetings as needed
Complete monthly required QI reports and submit to Lifeline as assigned
Initiate all Police Interventions and other reporting procedures for staff during the assigned shift
Participate in the training of new staff and provide coaching and mentoring to existing staff
Assist in the development and maintenance of the remote platform for staff training, supervision, consultations, and support
Provide clinical consultation to staff and troubleshoot complex cases
Troubleshoot technology/workstation issues and communicate directly with the Technology Operations Manager, the agency IT team, and/or Lifeline tech support to resolve problems
Answer incoming 988 chat & texts and engage the client in emotional support, utilizing suicide intervention and follow-up techniques as appropriate according to agency/department policies, funding and accreditation requirements, and Lifeline Best Practices
Schedule/facilitate breaks to have the least amount of impact on metrics
Monitor staff interactions and enforce the 1.5 chats per hour expectation during the assigned shift
Assist the Program Coordinator in finding coverage for any absences occurring during the assigned shift
Email any changes in staff hours worked to the Program Coordinator
Provide weekly staffing report to Program Coordinator during Shift Lead meetings
Follow program policies and procedures in compliance with contracts and the law
Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, Tarasoff Duty to Warn), assist staff in compliance with state and federal laws
Consult with the Program Coordinator and Master’s level Crisis Shift Managers on any issues or questions about compliance, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, imminent risk, etc.
Ensure exceptional customer service and effective, efficient program operations
Enforce policies and procedures while maintaining a supportive, trauma-informed, and inclusive environment
Be an active, contributing, positive support member of the Behavioral Health management team
Complete required training as assigned
Other projects as assigned by the Program Manager, Administrative Operations Manager, and/or Deputy Director

Effect on End Results:

Outstanding customer service and well-functioning 988 team
Decrease the level of a Chat Visitor’s crisis by engaging the Chat Visitor and utilizing crisis intervention model and suicide intervention techniques as needed
Meet key performance indicators as defined by funder, contractual, and accreditation requirements
Excellent organizational skills, open communication, and addressing issues as they arise

Qualifications:

Bachelor’s degree in behavioral science, counseling, or related field or eight (8) years of directly related experience
Two (2) years of recent, directly related experience, including one (1) year of training/supervision experience
Registered with an agency affiliated credential within 30 days of employment required; credentialed in the State of Washington or the ability to become credentialed strongly preferred
Prior supervisory or management experience preferred
Crisis intervention and crisis center experience preferred
Strong interpersonal skills, ability to interact well with others and effectively communicate with staff
Demonstrate commitment to team objectives and the Code of Ethics
Excellent verbal, written, and customer service skills
The ability to multi-task, apply problem-solving skills and seek out information until a solution is implemented
Ability to adapt and be flexible to changes in protocol and program needs

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and allemployment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.

Related Jobs

Administrative Assistant

Lutheran Community Services Northwest • Part-time • Everett, Washington State, United States • $20 - $30 / hour • 2w ago

2w ago

Apply

988 LGBTQI+ Youth Shift Lead

Volunteers Of America Western Washington • Full-time • Remote (Everett, Washington State, United States) • $31 - $34 / hour • 3w ago

3w ago

Apply

988 Backup Chat and Text Coordinator

Volunteers Of America Western Washington • Full-time • Remote (Everett, Washington State, United States) • $78k - $81.90k / year • 3w ago

3w ago

Apply

988 Crisis Follow-up Counselor I

Volunteers Of America Western Washington • Full-time • Remote (Everett, Washington State, United States) • $25 - $29 / hour • 3w ago

3w ago

Apply

Mediation Intake Counselor

Volunteers Of America Western Washington • Part-time • Everett, Washington State, United States • $26 - $29 / hour • 1m ago

1m ago

Apply

ELC Morning Assistant (Heatherwood)

YMCA of Snohomish County • Part-time • Everett, Washington State, United States • $18 - $28 / hour • 1m ago

1m ago

Apply

ELC Afternoon Assistant (Heatherwood)

YMCA of Snohomish County • Part-time • Everett, Washington State, United States • $18 - $28 / hour • 2m ago

2m ago

Apply

Tribal Crisis Follow-up Counselor II

Volunteers Of America Western Washington • Full-time • Remote (Everett, Washington State, United States) • $29 - $31 / hour • 2m ago

2m ago

Apply

Tribal Crisis Follow-up Counselor I

Volunteers Of America Western Washington • Full-time • Remote (Everett, Washington State, United States) • $25 - $27 / hour • 2m ago

2m ago

Apply

KidZone/Family Assistant

YMCA of Snohomish County • Part-time • Mukilteo, Washington State, United States • $17 - $23 / hour • 2m ago

2m ago

Apply