Crisis Counselor Supervisor - Bilingual(Full-Time/Remote)

Department Summary: The Clinical team oversees all our service delivery areas that require a mental health and clinical lens, which includes the platform operations. The Supervision team oversees clinical best practices in real-time, leading digital mental health clinical policies, clinical quality measures, and the student learning program that supports mental health workforce development. The Clinical team ensures that Crisis Text Line is a leader in defining quality service delivery of crisis support via text. Role: As a Crisis Counselor Supervisor you will work closely with volunteer Crisis Counselors on the platform to monitor conversations and provide guidance and support to ensure high quality service to texters. You identify issues and utilize clinical policies and training to provide coping skills and safety protocols to de-escalate crises on the platform. Responsibilities: Crisis Text Line is a fast moving, growing organization with a big vision and a critical mission. To serve our mission and vision, each role must be agile and flexible to meet the needs of the business, aligning their work with priorities as defined by their manager and team leaders. Service Delivery - Provide an exceptional service to our volunteers and texters.

• Perform emergency service interventions when texter safety has been identified as imminent risk
• Monitor volunteer Crisis Counselor conversations for training adherence and quality support
• Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations
• Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety
• Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required
• Provide real time feedback on conversation quality.
• Participate in trainings and internal working groups to increase quality service delivery
• Take shifts on the platform during higher than usual volume times outside of normal work schedule.

Program Development - Assist in the development of clinical programs with cross-functional stakeholders.

• Adhere to organizational values and quality communication standards with outside reporting agencies and staff by using appropriate channels of communication to file reports, resolve conflicts and facilitate consistent teamwork and flexibility.
• Attend staff, manager one on one, and team meetings.
• Stay connected to all team communications (on and off the platform) and respond in a timely manner.

Qualifications:

• 3+ years of professional crisis intervention experience beyond volunteerism
• Advanced knowledge of crisis intervention and mental health care trends
• Demonstrates commitment to equity and inclusion
• Intermediate: Ability to work with public safety access points and external resources for texter safety
• Intermediate: G-suite, computer, internet, & technical skills

Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc. The full salary range for this position, across all United States geographies, is $54,000- $56,500 per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting salary range applicable for their location. We pay competitively in the tech-forward nonprofit space and offer a robust benefits package. Only candidates in the following states will be eligible for employment: CA, CO, CT, FL, GA, IL, IN, MD, MA, MI, NJ, NM, NY, NC, PA, TN, TX, UT, VA, WA. Benefits: Crisis Text Line employee benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support. Benefits include:

• 20 paid holidays including:
• Federal holidays like Juneteenth and Labor Day
• Election day
• Holiday break from Dec 24 through January 1
• 2 renewal days
• 2 floating holidays
• Flexible paid time off, including:
• 15 vacation days
• 3 personal days
• 7 sick days
• Medical, dental, and vision benefits for the staff member and family at no cost to the employee
• 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness, regardless of personal contribution
• 12 weeks paid parental leave (after 6 months of employment)
• Student loan repayment (after 2 years of continuous full time service)
• Family support through a virtual childcare platform
• Stipends/Allowances
• Mental health (Monthly)
• Internet Service (Monthly)
• Professional Development (Annual)
• Wellness (Annual)
• Home office setup (One time/First year)

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