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Role Description

As a Chat and Text Supervisor, you will be responsible for the oversight and support of crisis chat and text counselors for the Suicide Prevention Center’s Crisis Chat and Text Services to ensure compliance with program standards, contracts, policies, procedures and guidelines.

• Manages and supports Spanish chat and text flow on the Crisis Line.
• Ensures the Spanish Bilingual Chat and Text counselors follow program standards, contracts, policies, procedures and guidelines.
• Listens and monitors Spanish Bilingual Chat and Text Counselor’s chats and texts.
• Researches and locates appropriate resources as applicable to assist Spanish Bilingual Chat and Text Counselors, while they are actively on a chat or text.
• Make determinations regarding possible mandated reports and emergency interventions, with the support/consultation from the On-Call Supervisor.
• Initiates debriefing sessions as needed with Spanish Bilingual Chat and Text Counselor(s) after completing a chat or text.
• Identifies Spanish Bilingual Chat and Text counselor training needs and provides individual support.
• Provides input and feedback for performance evaluations for Spanish Bilingual Chat and Text Counselors.
• Provides input and feedback for evaluations of Spanish bilingual crisis chat and text counselors.
• Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch.
• Participates in Suicide Prevention Center training activities.
• Takes Spanish chats and texts, as needed to support program needs.
• Completes safety assessment, safety planning, de-escalation, and follow-up with Spanish Chat/Text visitors.
• Maintains accurate and detailed Spanish chat and text report documentation in real time.

Qualifications

• Fluent in reading, writing, and speaking both English and Spanish.
• Have knowledge of all job specific skills including safety assessment, data collection, and Spanish chat/text triage.
• Possess a high school diploma or equivalent.
• Have basic supervisory skills sufficient to manage Spanish Bilingual Chat and Text Counselors, enforcing policies and procedures while maintaining a supportive environment.
• Be 18 years of age or older.
• Have high speed internet with an active Ethernet connection, and a quiet/confidential workspace.
• Able to efficiently use laptop computer to include Microsoft Office Suite and crisis line software.
• Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state, federal regulations relating to emergency mental health services.
• Demonstrate current knowledge of all job specific skills including Counselor supervision, crisis intervention, suicide prevention, crisis line procedures, multicultural and socio-economic issues.
• Be empathetic, flexible, and adaptable to varying situations.
• Have open availability and flexibility to work various hours, as Spanish Chat/Text is a 24/7 hour program, including overnights, weekends and holidays.
• Be reliable and able to adhere to schedules based upon Spanish Chat/Text program needs.
• Have successfully completed the Suicide Prevention training program, which can include ASIST training.
• Complete yearly trainings as required by Lifeline.
• Possess strong interpersonal skills and can positively interact with others.
• Have outstanding communication skills with the ability to engage any individual regardless of background.
• Exceptional at multi-tasking and time management, able to drive multiple pieces of work forward simultaneously while meeting all deadlines.
• Goal-oriented team player with strong experience working in large and complex systems.
• A commitment to team objectives and Didi Hirsch philosophies.
• Successfully pass pre-employment screening, including a background check, computer and language tests, and live scan fingerprinting.

Benefits

• The pay for this position is $30.00 per hour with $5.00 overnight differential.
• Schedule is 0 weekly scheduled shifts, with the expectation to pick up a minimum of 8 hours monthly based on program needs.
• Preferred availability: Monday-Sunday from 3:30p-12:30a PST.
• This role requires a four week long training (Monday-Friday, 9:00a-5:00p PST) at the start of employment.
• Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.

Company Description

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible.