Text Line Program Coordinator at Crisis Support Services of Alameda County
Crisis Support Services of Alameda County · Oakland, United States Of America · Hybrid
- Professional
- Office in Oakland
Position
Text Line Program Coordinator
Text Line Program Coordinator
Location
Hybrid eligible; expected on-site Thursday afternoon and one additional day of choice
Compensation
$36.06 per hour base rate, plus $1.44 on call differential
Schedule
- Full Time
- 40 hours per week
- Hourly, non-exempt
- At least 8 hours of direct service on text line.
- Working on evenings and weekends is expected.
- An on call consultant provides clinical consultation and technical support, which may include overnight coverage.
- Weekly text shifts, group facilitation and training schedule can be found here.
Position Summary
The main duties of the Text Line Program Coordinator are to oversee the daily operations of the text team. The position will support the agency in maintaining positive morale and motivation for staff, interns, and volunteers in fulfilling the agency mission and goals, including providing supervision for the Text Team (text line volunteers, text line counselors, and text line shift supervisors). The position will ensure the program is in compliance with accreditation standards set by American Association of Suicidology, International Council for Helplines, National Suicide Prevention Lifelines, Alameda County Behavioral Health, and California 988 crisis center consortium.
Supervision/Direction Received
The position reports to the Text Line Program Manager and will utilize consultation as needed. The position will receive 50 minutes of individual supervision every week, and will attend staff meetings 2nd and 4th Wednesdays and monthly pod facilitator meetings. Supervision will have an emphasis on coaching the position on program management, training skills, public speaking skills, and people management skills. The position will provide support, consultation, and coaching to all Text Team members.
Level of Decision Making
The position has the authority to:
- Support with hiring/onboarding text team members
- Provide feedback, coaching, and disciplinary actions to text team members
- Recommend termination of text line volunteer contracts and Text Line staff
- Recommend budgetary needs, including technology needs that enhances the effectiveness of the Text Line Program
- Assist in developing and implement Text Line Program and Lifeline policy and procedures
- Provide consultation and assist in making clinical decisions related to text line program participants
Job Responsibilities
Text Line Program 988 Expansion
- Will collaborate and work with the Text Line Manager to implement Lifeline/988 expansion.
- Collaborate with managers to train new text team members on the shared 988 California text line platform and electronic health record software.
Text Line Shifts and Support
- Work 8 hours of Text Line Shifts per week
- Fill in as needed during working hours for gaps in text line counselor availability
Text Team Recruitment, Onboarding, Training and Development
- Support manager in recruiting and hiring new staff members and volunteers as needed
- Assist in implement outreach efforts, including presentations, flyers, posters, and other marketing means for Text Team volunteers and staff
- Assist with efforts to promote the text line program, CSS programs and events to our community
- Assist in development and update the Text Training Classroom, Text Line Manual, Lifeline Classroom, Continuing Education, and other relevant training materials
- Develop and co-facilitate Text Team orientation classes and role play sessions for new cohorts
- Evaluate the classroom materials to reflect current agency policy and procedures
- Develop and implement evaluation tools for the training classes
- Support and develop text line trainers
- Support shift supervisors & volunteers in their role as trainers as needed
- Visit shifts to give trainers support and feedback as needed
- Offer trainers individual supervision as needed
- Support trainers in evaluating trainee progress towards training goals
Text Team Oversight, Support, and Scheduling
- Provide supervision and feedback to text team members, including one-on-one supervision; supervisions are to be documented
- Develop and implement training and continuing education materials for text line program
- Develop and maintain text line shift support materials and documents, including youth referrals and updating client profiles
- Seek coverage for understaffed text line and lifeline shifts
- Fill in for understaffed shifts during working hours
- Provide technical support and troubleshooting to staff and counselors
- Schedule shifts and maintain Text Line Schedule in collaboration with Text Line Manager during evening and weekend work hours.
- Preparing for and facilitating weekly remote group supervision for Text Line Shift Supervisors by holding space for sharing program announcements, training and debriefing client consultation.
Quality assurance
- Conduct note review of 988 chats/texts and local text line sessions, offering feedback as needed
Program Development
- Assist in Development and Implementation of text line program and lifeline policies and procedures
- Provide input and collaborate with Program Manager regarding development of the text line
Other duties as needed
Qualifications
- Crisis call or text line experience required
- Required experience supervising in mental health roles
- Flexibility and availability afternoons, evenings and/or weekends
- Ability to work independently and as part of a team
- Ability to understand and follow agency protocols and procedures
- Ability to utilize and provide supervision
- Sensitive to the cultural and ethnic diversity of Alameda County
- Commitment to ongoing self reflection and ability to demonstrate cultural humility values is required
- Must be able to demonstrate the ability to effectively, sensitively, and respectfully relate to people from different cultural groups.
- Ability to consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care.
- Currently lives within a 100 mile radius of Oakland, California, 94609
- Proof of vaccination against Covid-19 required
- Must complete Background Check (DoJ and DMV) and LiveScan
Agency Mission & Values
Agency Mission
To reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent the suicide of those who are actively suicidal, and to offer hope and caring during times of hopelessness.
Agency Values
We care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.
Justice, Equity, Diversity, and Inclusion Statement
CSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors.
CSS commits to:
- Encourage and support education, self-reflection, and both personal and professional development for all levels of CSS workforce and governance.
- Develop and provide services that incorporate the wisdom of the communities that CSS serves.
- Advocate for and promote policies that serve the mental health needs of diverse communities within Alameda County with the goal of creating a more robust crisis continuum that is not dependent on law enforcement and correctional facilities.
- Openly request, receive, and utilize feedback provided by community members and partner agencies to develop policies and processes.
- Continuously and critically review CSS policies, practices, and performance to demonstrate adherence to these diversity, equity, and inclusion commitments.
Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.
