Onsite Online Crisis Chat/Text Counselor

Position Title: Onsite Online Crisis Chat/Text Counselor

Supervisory Responsibilities: None

Reports to: Onsite Online Crisis Chat Supervisor

FLSA Classification: Non-exempt

Date: February 2022

COVID and Influenza vaccination is required.

Full Time and Part Time positions available

Full Time: Monday – Friday 12 pm to 8:30 pm

Part Time: Saturday & Sunday – 12 pm to 8:30 pm

Position Summary: The Online Crisis Chat Counselor is responsible for providing online emotional support to individuals utilizing Crisis Chat and Text services and to provide crisis intervention, emotional support, intervention, and resources to all contacts. Specialists 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. The Online Crisis Chat Counselor provides services from 12pm-8:30pm. This is an on-site position. A high emphasis is placed on quality assurance for this role.

Primary Responsibilities:

· Provide online crisis intervention to individuals in emotional distress through Crisis Chat and Text.

o Does an assessment of each chat/text visitor to determine the appropriate means of intervention.

o Completes risk assessment, safety planning, de-escalation, and follow-up with chat visitors.

o Establishes good rapport with a wide range of chat/text visitors.

o Provides crisis intervention counseling to a wide range of chat/text visitors.

o Intervenes with suicidal chat/text visitors including making an assessment and taking appropriate action, as well as tracing IP addresses and coordinating with emergency responders when active rescue is required.

o Is familiar with resources and provides information and referral to visitors as appropriate.

o Completes thorough documentation for all crisis chat/text. Documentation must be completed in real time.

o Completes 1.5 chats/texts per hour.

o The program will provide daily ongoing monitoring of chats and texts to ensure quality. The expectation is for counselors to score a minimum of 70% on the quality evaluation.

o Completes weekly quality evaluation process.

o Attends weekly supervision.

• Ability to work independently with confidence, as well as work as an integral part of a team of professionals.
• Must be mature, emphatetic; flexible and adaptable to varying situations and coverage needs.
• Reliable and able to adhere to schedules based upon call center needs.

· Ability to consistently adhere to call center program policies and procedures.

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

· Arrive on shift on time and properly attired.

· (For Remote Work – DC, MD, VA residents only) Must have a computer/laptop, high-speed internet and a quiet workspace.

· Assist in training new Crisis Chat staff.

· Meet with Crisis Chat Supervisors and Program Manager regularly to discuss program operations, concerns, and potential improvements.

· Complete yearly training as required per Lifeline.

· Complete trainings as required by Grassroots.

Secondary Responsibilities:

· Other duties as assigned, required or needed.

Agency-wide Responsibilities:

· Participates in supervision, in-service training, and staff meetings

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

· Completes all administrative duties including time sheets, leave requests, etc. on time.

· Uses appropriate channels of communication to resolve conflicts with other staff.

· Interacts with staff, clients, and visitors in a professional and courteous manner.

Education and Experience:

· Master’s Degree in Counseling, Social Work, or mental health related field is required.

· 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention.

· Computer skills with various software – Microsoft Products proficient skills required.

Skills and Abilities:

· Excellent oral and written communication skills

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

· 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 Counselors

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

· Hours are flexible to meet program needs

· Must be able to lift 25lbs

Job Type: Full-time

Pay: $26.00 per hour

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Supplemental Pay:

• Signing bonus

Education:

• Master’s (Required)

Work Location: One location