Homeoffice Team Leader, 988 Crisis Chat presso None

GENERAL DESCRIPTION:

Responsible for providing supervision and direction to both Ohio 988 and National 988 Chat clinicians, helping them to stay on task, complete 988 Chat duties effectively and efficiently. Responsible for providing crisis assessment and counseling via text/chat interactions, as it relates to mental health and /or alcohol and other drug crisis intervention coming in on National 988 Chat line.

POSITIONS SUPERVISED: National 988 Chat clinicians, Ohio 988 Chat clinicians

ESSENTIAL DUTIES AND RESPONSIBILITIES NATIONAL 988 CHAT

1. Monitor Ohio 988 and National 988 Chat clinicians' performance, and offer training, corrections and guidance.
2. Assists in operations with keeping answer rate, answer speed and abandonment rate within industry standards.
3. Completes performance appraisals of Ohio 988 and National 988 Chat staff.
4. Completes timesheets of Ohio 988 and National 988 Chat staff.
5. The weekday team leader supervises Ohio 988 and National 988 Chat staff who work Monday through Thursday; weekend Team Leader supervises Friday, Saturday, Sunday Ohio 988 and National 988 Chat staff.
6. Leads regular 988 Chat team meetings and individual supervision meetings with each chat clinician.
7. Acts as part of the team, triaging chat visitors via the chat/text platform through active engagement to assess for imminent risk of suicide and provide linkage to appropriate local community services and resources. This may include referral to Netcare Access services for Franklin County residents. 
8. De-escalates upset texter/chatters by using trauma informed techniques.
9. Makes appropriate internal/external emergency and crisis intervention referrals for situations that are deemed imminent risk by 988 Lifeline standards. This may include dispatching mobile crisis services or local law enforcement as appropriate.
10. Maintains timely and complete documentation of services and activities, which meet the standards of Netcare, 988 Lifeline, and accrediting agencies.
11. Operates and responds to live chat interaction requests, incorporating the process of “dovetailing” (taking two chats at once) when appropriate. 
12. Responds to waiting text and chat requests within time parameters when on queue.
13. Responds to all chat visitors with compassion and empathy, incorporating active listening skills, and supportive means of communication throughout and uses clinical skill to de-escalate callers and ascertain risk.
14. Utilizes Microsoft Teams instant messaging system to communicate with their team and individual clinicians throughout each shift to provide support, direction, consultation, debriefing, and foster team engagement and cohesion. 
15. Participates in peer review as assigned.

17. Performs other duties as assigned.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

1. Ability to engage in problem solving processes.
2. Ability to relate to clients of a variety of ages, economic/educational backgrounds, personality types and problems.
3. Ability to delegate duties and assignment to staff.
4. Ability to deal with verbally aggressive, violent or potentially violent clients.
5. Ability to quickly assess and prioritize information received.
6. Establish flexibility and ability to manage multiple demands in a fast-paced environment.
7. Ability to use a range of techniques and interventions.
8. Ability to utilize reference material such as maps, directions and street locations.
9. Basic knowledge of the demographic and human services network in Franklin County.
10. Ability to work in alternate locations as assigned.
11. Demonstrated skills in the use of personal computer to record client data, produce written correspondence or reports.
12. Ability to hear and speak well enough to converse with clients or other employees in person or over the telephone.
13. Ability to see enough and have the manual dexterity and physical ability to access referral sources and other information from a wide selection of manuals, texts, etc. while engaged in a crisis intervention conversation with a client.
14. Ability to achieve and maintain certification in required training programs.

ESSENTIAL CORE COMPETENCIES

1. Ability to provide effective clinical interventions.
2. Ability to accurately and succinctly document clinical interventions.
3. Ability to complete required paperwork in a timely and error-free fashion.
4. Ability to apply risk management and problem-solving techniques to clinical/workplace situations.
5. Ability to engage and de-escalate clients in a professional and effective manner.
6. Ability to effectively work as a member of a team.
7. Demonstrates broad knowledge of and ability to access community resources on behalf of clients.
8. Demonstrates consistent proficiency with and understanding of the 988 Lifeline QI criteria and chat/text structure. 
9. Ability to adhere to Agency Policies, Procedures and other expectations.
10. Actively seeks opportunities to develop clinical skills.
11. Actively seeks opportunities to develop clinical skills.
12. Ability to provide effective clinical supervision.
13. Assist Manager of National 988 Chat in interviewing appropriate staff for consideration of hiring

MINIMUM QUALIFICATIONS:

LSW/LPC; LISW/LPCC Experience with crisis call center preferred.