Chat and Text Supervisor

Responsibilities

• Live monitors chat/text queues and counselor adherence to policies/practices ensuring smooth service delivery.
• Observes, documents, and reports feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance.
• Locates appropriate resources for crisis chat and text counselors while they are on a chat or text.
• With support from the On-Call Supervisor, may make the determination of mandated reports and sending rescue to chat or text visitors.
• Reports platform issues and other tech issues to program leadership and acts as the primary communication link between frontline staff and leadership, ensuring that operational incidents and challenges, employee concerns, clinical compliance requirements are properly documented and escalated.
• Initiates debriefing sessions with crisis chat and text counselors after they have taken a chat or text.
• Identifies crisis chat and text counselor training needs and provides individual support.
• With support from Program Coordinators, monitors chat/text answer rates to ensure they remain at or above 95%.
• Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch.
• Fosters a positive and supportive work environment.
• Takes chats and texts as needed to support program needs.
• May participate in outreach and media related activities.
• May participate in SPC training activities.

Requirements

• Must be 18 years or older.
• Minimum two years of experience providing crisis intervention, suicide prevention, crisis response, and/or crisis line services.
• Minimum one year of supervisory, lead, coaching, or team leadership experience.
• Demonstrated experience supporting, coaching, and evaluating remote staff and/or volunteers.
• Strong understanding of crisis line procedures, risk assessment, and suicide prevention best practices.
• Have availability and flexibility to work the daytime, evening, overnight and weekend shifts.
• Able to efficiently use the personal computer to include Microsoft Office Suite and crisis line software.
• Support the values and mission of Didi Hirsch as related to employment.
• 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.
• Present ideas, information, and viewpoints clearly, both verbally and in writing.
• Have strong interpersonal skills, interact well with others, and effectively communicate to others when conflicts occur.
• Demonstrate commitment to team objectives and Didi Hirsch philosophies.
• Ability to adapt and be flexible to changes in protocol and program needs.
• Current California driver’s license, car insurance, and a driving record acceptable to the Agency’s insurance carrier.

Core Competencies

Demonstrates expertise in crisis intervention, suicide prevention, and crisis line procedures while effectively supporting and coaching remote staff. Strong communication skills and adherence to compliance standards are essential for ensuring operational excellence and team cohesion.