988 Backup Chat and Text Coordinator

Description

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Compensation and Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours per year
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

General Function: This position is responsible for assisting in the management and leadership of the Chat and Text programs under the Lifeline backup contracts, including directly supervising the online/SMS crisis counseling staff. The Lifeline Backup Chat and Text Coordinator is responsible for contributing to the development, implementation, and maintenance of QA/QI processes for the Chat and Text program. The Lifeline Backup Chat and Text Coordinator coordinates new hire onboarding and will provide coaching, mentoring, and consultation to Chat staff and Shift Leads thereafter. This position will be responsible for coordinating with Shift Leads on new hire training and ongoing training and QA including a basic daily review of chat transcripts as defined by the 988 Program Manager. The 988 Chat and Text Coordinator is responsible for assisting in direct service needs, including providing coverage as needed for responding to chats and texts that originate from the National Suicide Prevention Lifeline platform and monitoring chats and texts taken by the staff. This position works collaboratively with the 988 Program Manager, Administrative Operations Manager, and Senior Director in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards.

Principal Duties and Responsibilities:

Provide supervision to the Lifeline backup Chat and Text programs, including responding to requests from LE, CPS, and APS as needed
Conduct staff interviews and facilitate new hire onboarding process, including interview follow-up, technology set-up, and HR paperwork
Coordinate with Shift Leads on training logistics, including role-plays and other training activities
Maintain the Lifeline backup Chat and Text schedule, including any live monitoring needs
Cover shifts as required and answer incoming chats in the PureConnect web client and engage the Chat Visitor in online emotional support, utilizing suicide intervention techniques as needed. As needed, also live monitor chats and initiate Police Intervention procedures in cases of imminent risk
Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., LE welfare checks, CPS & APS referrals, Tarasoff Duty to Warn), assist staff in compliance with state and federal laws
Collaborate with Shift Leads on monthly audits of Police Interventions and CPS reports
Enforce the expectation of 1.5 chats/hour with all counselors. Coordinate with Shift Leads on optimal direct service to administrative task ratio
Review chat transcripts for Shift Leads daily, providing feedback as needed, and coordinate with Shift Leads on reviews for Online Crisis Counselors
Monitor staff compliance with schedule, live monitoring needs, and reporting procedures
Review timecards for accuracy and complete supervisory payroll duties each pay period
Serve as a contact for questions and ongoing support; facilitate 1:1 training and coaching with staff
Attend and participate in monthly Lifeline clinical support conference calls and submit reports to funders as required
Complete monthly QI/QA tasks as required by Lifeline 988 Chat and Text Coordinator
Plan and facilitate a monthly continuing education meeting for Chat staff, volunteers, and interns
Assist in retention and engagement strategies to continually energize existing Behavioral Health staff and expand the candidate pool
Actively participate in audit and accreditation activities
Occasional travel to meetings and conferences
Serve as task manager for practicums and complete practicum duties as required

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Qualifications

Qualifications:
Bachelors degree in behavioral science, counseling or related field
Three (3) years of recent, directly related experience, including (1) year of supervisory experience
Washington state credentialing required upon hire
Training in suicide prevention and intervention is strongly preferred
Excellent computer skills including the ability to type quickly with few errors and be comfortable utilizing technology to provide online support
Strong written and verbal communication skills. Experience communicating via instant messaging is preferred
Ability to work independently with minimal supervision
Ability to work cooperatively with members of the general community and as a clinical team member Ability to take ownership of decisions and clinical feedback from a direct supervisor
Flexibility and ability to adapt to changes in the work environment and job duties
Occasional need for flexible scheduling
Ability to take the initiative and seek information from available resources
Demonstrated respect for diversity

Effect on End Results:
Outstanding customer service by providing exceptional quality of care to all 988 Chat and Text clients
Maintaining a highly effective and efficient training program that enhances staff supervision and the QA/QI process
Provide program support and engagement/retention strategies to accommodate maintenance and growth of staffing levels

Equal Employment Opportunity Statement:

At VOAWW, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different experiences and backgrounds, who share a passion for improving people's lives. The diversity of our employees is our greatest strength and includes all races, gender identities, age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.