Job Description

　　An employer is looking for a highly skilled Online / Digital Crisis Chat Supervisor to join a growing team for a hybrid opportunity in Columbia, Maryland. This role requires 5 weeks of onsite training at their Columbia, Maryland facility. After the initial training, you are required to go on site 2x/week to conduct in-person feedback and quality assurance coaching sessions with your team. You must live in Columbia, MD to be eligible for this role. You will be managing up to 4 digital crisis specialists, and this role is very high touch, high communication, with an emphasis on quality assurance. In this role you will be responsible for supervising digital crisis specialists who are providing online emotional support to individuals utilizing Crisis Chat and Text services including emotional support and resources to all contacts. This includes online communication via email and chat, no phone work is required in this role. You will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match texters with needed information. You will receive 5 weeks total of in person training during the same shift that you'll be working. This is an on-site position. A high emphasis is placed on quality assurance for this role. The shift for this role is 8 pm -- 4 am with a 30-minute lunch break and two additional 15-minute breaks throughout your shift.

　　Responsibilities:

　　-Provide supervision to Digital Crisis Specialists and ensure appropriate responses for all chat/text visitors, including but not limited to:

　　-Complete an assessment of each chat/text visitor to determine the appropriate means of support

　　-Ability to conduct risk assessments, safety planning, de-escalation, and follow-up with chat visitors.

　　-Provide positive rapport-building and crisis support with a wide range of chat/text visitors.

　　-Demonstrate appropriate support with suicidal chat/text visitors including making an assessment and taking appropriate action, as well coordinating with emergency responders when emergency assistance is required.

　　-Familiarity with resources and providing information and referral to visitors as appropriate.

　　-Respond to crisis chat/text visitors as needed to support Counselors on shift.

　　-Ensure that thorough documentation is completed for all crisis chat/text.

　　-Ensure that each Counselor completes 1.5 chats/texts per hour.

　　-Provide daily ongoing monitoring of chats and texts to ensure quality. The expectation is for Specialists to score a minimum of 75% on the quality evaluation.

　　-Conduct weekly individual supervision sessions with Specialists

　　-Complete weekly quality assurance report with Specialists.

　　-Complete performance evaluations and yearly reviews.

　　-Provide training to new Crisis Chat Specialists and Supervisors.

　　-Meet with Chat/Text Program leadership regularly to discuss program operations, concerns, and potential improvements.

　　-Ability to work independently with confidence, as well as lead a team of professionals.

　　-Consistently adhere to program policies, procedures, and schedule based upon center needs.

　　-Arrive to shift on time and properly attired.

　　-Must be mature, empathetic, flexible and adaptable to varying situations and coverage needs.

　　-Complete all trainings as required by Lifeline and Grassroots.

　　-Skilled in the use of technology including telephones, computers (PC), laptops, software and email.

　　-Attend community events as needed.

　　-Respond to major community events and provides debriefing/support as needed.

　　-Participate in supervision, in-service training, and staff meetings

　　-Maintain good working relationships with co-workers and positively contributes to group morale.

　　-Complete all administrative duties including time sheets, leave requests, etc. on time.

　　-Use appropriate channels of communication to resolve conflicts with other staff.

　　-Interact with staff, clients, and visitors in a professional and courteous manner.

　　Supervisor shifts:

　　-2x per week onsite post training. Training in person for initial 5 weeks

　　-Friday-Tuesday (2) - $29-32

　　-Thursday -Monday (1) - $29-32

　　-All night shifts: 8 pm - 4 am

　　-Tuesday -- Saturday (1) 12 pm -- 8 pm $28-$31

　　Training:

　　They will stay on a Monday to Friday schedule until they complete their 5 weeks of training. As of right now, the plan is that staff on the 8 PM to 4 AM shift will have the following schedule:

　　Week 1: Virtual Training (9 AM to 5 PM, Monday to Friday)

　　Week 2 to Week 4: Onsite training Monday to Friday from 9 AM to 5 PM (This is with our more established teams)

　　Weeks 5 and 6: Onsite training Monday to Friday from 8 PM to 4 AM (To get them used to their shift with supervisors)

　　Week 7: Transition to their selected schedule of days

　　Skills and Requirements

　　-Bachelor's degree required, master's degree in any Counseling field or Social Work preferred.

　　-Bachelor's Degree from an accredited school with a minimum of 120 college credits and master's degree from accredited school with a minimum of 30 graduate school credits required. Transcript or copy of degree(s) required.

　　-1 year of experience in mental health services, preferably in crisis support services and/or suicide prevention.

　　-Computer skills with various software -- Microsoft Products proficient skills required.

　　-Excellent oral and written communication skills.

　　-Ability to function successfully in an environment requiring immediate response to urgent situations.

　　-Spontaneous supervision of staff in real-time.

　　-Knowledge of and familiarity with local and statewide community resources.

　　-Analytical and problem-solving skills.

　　-Computer skills with various software and the internet.

　　Work Conditions:

　　-Share office space with Crisis Chat and Crisis Counselors.

　　-Holiday and Evening coverage required. Depending on scheduled shifts.

　　-Hours are flexible to meet program needs.

　　-Must be able to lift 25lbs. Supplemental Grassroots Rewards & Incentives:

　　Grassroots offers to pay 100% of the expenses for its employees wishing to take advantage in the following areas:

　　-Licensure and/or Renewal (ex. Clinical, Nursing, Medical, etc.)

　　-CEUs

　　-Professional Trainings and/or Conferences

　　-Field Certifications

　　-Automatic wage increases for Certifications achieved while employed.

　　-$250 Hiring Bonus for full completion of Onboarding and HR trainings. -- w/stipulation that they are completed as scheduled by Grassroots.

　　-$500 Retention Bonus -- w/ stipulation that the employee is in positive standing and meets probation.

　　-Small Loan Option at 0% Interest for 1 year.

　　** We do not offer Tuition Reimbursement. This is strictly funding available for professional development and/or training.

　　All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency's 3-month probationary period, performance metrics, signed agreements prior to registration, and authorization by Grassroots leadership null

　　We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].