Chat & Text Supervisor

988 Chat & Text Supervisor (Olympic Suicide Prevention Center)

This role is fully remote. Schedule will vary with multiple shifts available. Part time & full time applicants encouraged to apply. The pay for this position is $28.00 per hour with a $5.00 overnight differential.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to nearly 200,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable.

As an organization, we value equity, diversity, and inclusion. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible. We intentionally recruit and retain a workforce that is reflective of the communities we serve and strive to cultivate a sense of belonging for them. We embrace employees and candidates from all backgrounds who want to help make this vision a reality.

Summary

Responsible for oversight and support of volunteer crisis chat and text counselors for the Suicide Prevention Center’s Crisis Chat and Text Services to ensure compliance with program standards, contracts, policies, procedures and guidelines.

Primary Duties

• Manages and supports chat and text flow on the Crisis Line.
• Listens and monitors volunteer crisis chat and text counselor’s chats and texts.
• Researches and locates appropriate resources volunteer 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.
• Initiates debriefing sessions with volunteer crisis chat and text counselors after they have taken a chat or text.
• Identifies volunteer crisis chat and text counselor training needs and provides individual support.
• Provides input and feedback for evaluations of volunteer crisis chat and text counselors.
• Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch.
• Participates in SPC training activities.
• Takes chats and texts as needed to support program needs.

Position Requirements

• Have availability and flexibility to work the daytime, evening 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.
• Demonstrate current knowledge of all job specific skills including volunteer supervision, crisis intervention, suicide prevention, crisis line procedures, multicultural and socio-economic issues.
• Present ideas, information, and viewpoints clearly, both verbally and in writing.
• Have basic supervisory skills sufficient to manage volunteer crisis chat and text counselors, enforcing policies and procedures while maintaining a supportive environment.
• 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.
• Must be 21 years or older.
• Current California driver’s license, car insurance, and a driving record acceptable to the Agency’s insurance carrier.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

Core Values

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.
Diversity & Inclusion: We value diversity of background, experience, and ideas, committing to a workforce representative of the communities we serve. We celebrate differences and prioritize creating a sense of belonging.
Equity: We are dedicated to maintaining equitable practices in our healthcare delivery and workplace culture, and we work to dismantle disparities and discrimination within both systems of care and society.
Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.
Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care, including stigma, systemic racism, and parity across payers, with the goal of access to high quality, integrated healthcare for all.
Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.