General Function:

This non-exempt, hourly position is responsible for assisting in the overall operations of the 988 Chat & Text service including providing ongoing coaching to new and existing staff, case consultations, and working collaboratively with the Program Coordinator to ensure efficiencies, exceptional level of customer service and compliance with funder contractual obligations and accreditation requirements. This position is responsible for answering chats and texts and monitoring interactions that originate from the National Suicide Prevention Lifeline/988. The 988 Chat & Text Shift Leads will provide non-judgmental, empathic, emotional crisis support by utilizing a crisis intervention model (RIDES) as well as suicide intervention techniques as appropriate during an online exchange with a Chat Visitor who is in a self-defined crisis. This position is responsible for performing Police Intervention and mandated reporting procedures for staff on the assigned shift. The 988 Chat & Text Shift Leads will be responsible for performing a basic daily review of chat transcripts as defined by the 988 Chat & Text Coordinator and will collaborate with the Behavioral Health management team on the assessment, creation, and implementation of training procedures for the 988 Chat & Text program. This position oversees a set of 988 Chat & Text Counselors and assists the 988 Chat & Text Coordinator in overall program supervision. This position requires flexibility and shift work as assigned.

Principal Duties and Responsibilities:

• Provide real-time feedback to program staff regarding chat/text handling and customer service
• Provide written QA/QI reports to assigned staff and address issues in 1:1 Teams meetings as needed
• Complete monthly required QI reports and submit to Lifeline as assigned
• Initiate all Police Interventions and other reporting procedures for staff during the assigned shift
• Participate in the training of new staff and provide coaching and mentoring to existing staff
• Assist in the development and maintenance of the remote platform for staff training, supervision, consultations, and support
• Provide clinical consultation to staff and troubleshoot complex cases
• Troubleshoot technology/workstation issues and communicate directly with the Technology Operations Manager, the agency IT team, and/or Lifeline tech support to resolve problems
• Answer incoming 988 chat & texts and engage the client in emotional support, utilizing suicide intervention and follow-up techniques as appropriate according to agency/department policies, funding, and accreditation requirements, and Lifeline Best Practices
• Schedule/facilitate breaks to have the least amount of impact on metrics
• Monitor staff interactions and enforce the 1.5 chats per hour expectation during the assigned shift
• Assist the Program Coordinator in finding coverage for any absences occurring during the assigned shift
• Email any changes in staff hours worked to the Program Coordinator
• Provide weekly staffing reports to the Program Coordinator during Shift Lead meetings
• Follow program policies and procedures in compliance with contracts and the law
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, Tarasoff Duty to Warn), assist staff in compliance with state and federal laws
• Consult with the Program Coordinator and Masters level Crisis Shift Managers on any issues or questions about compliance, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, imminent risk, etc.
• Ensure exceptional customer service and effective, efficient program operations
• Enforce policies and procedures while maintaining a supportive, trauma-informed, and inclusive environment
• Be an active, contributing, positive support member of the Behavioral Health management team
• Complete required training as assigned
• Other projects as assigned by the Program Manager, Administrative Operations Manager, and/or Deputy Director

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Qualifications:

• Bachelors degree in behavioral science, counseling, or related field or eight (8) years of directly related experience
• Two (2) years of recent, directly related experience, including one (1) year of training/supervision experience
• Registered with an agency affiliated credential within 30 days of employment required; credentialed in the State of Washington or the ability to become credentialed strongly preferred
• Prior supervisory or management experience preferred
• Crisis intervention and crisis center experience preferred
• Strong interpersonal skills, ability to interact well with others and effectively communicate with staff
• Demonstrate commitment to team objectives and the Code of Ethics
• Excellent verbal, written, and customer service skills
• The ability to multi-task, apply problem-solving skills, and seek out information until a solution is implemented
• Ability to adapt and be flexible to changes in protocol and program needs

Effect on End Results:

• Outstanding customer service and well-functioning 988 team
• Decrease the level of a Chat Visitors crisis by engaging the Chat Visitor and utilizing the crisis intervention model (RIDES) and suicide intervention techniques as needed
• Meet key performance indicators as defined by funder, contractual, and accreditation requirements
• Excellent organizational skills, open communication, and addressing issues as they arise

Covid 19 Vaccination: VOAWW requires all employees to be fully vaccinated against the COVID-19 (SARS-CoV-2) virus with an FDA-approved vaccine. Fully vaccinated is defined as 14 days after the final vaccination dose has been administered. Vaccination cards, other electronic proof of vaccination, or approved ADA (Americans with Disability Act) Accommodation requests based on medical or sincerely held religious beliefs will be required as a condition of employment.