Text Line Counselor

Department: Crisis Services

Employment Type: Full Time

Location: Oakland, CA

Compensation: $25.00 / hour

Description

Position SummaryThe Text Counselor position answers texts through both our Local Alameda County Text Line and Lifeline provide crisis intervention, information, and referral services to meet the needs of the community. The counselor will also adhere to the highest possible ethical standards, and comply with program policy and procedures.  This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts.

Level of Authority

• Answer text/chat sessions as they are assigned to the text counselor
• Utilize a wide range of crisis line interventions to meet the needs of text line clients
• Recommend blocking texters for up to 3 days who are using abusive, aggressive, or disruptive behavior
• Recommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include: CPS, APS, Ombudsman
• Recommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a texter’s family member
• Recommend program policies, practices, and purchases that increase the effectiveness of the Text Line program

Supervision/Direction Received
The Text Line Counselor reports to the Text Line Program Coordinator and Manager and will utilize consultation as needed. Counselors are required to receive at minimum 60 minutes of individual supervision per month and at minimum 1.5 hour of group supervision per week. 

Primary Role & Responsibilities

Primary Role

• Provide direct service on our Alameda County Text Line and the 988 Text Line
• Respond to third party texters and chat visitors
• Actively engage with teammates during shift
• Accurately document staff hours at the end of each shift in time log, timesheets, and MAA sheets.
• Document contact notes for each and every chat and text session 
• Utilize consultation as needed
• After consultation with a supervisor, make outreach contacts and referrals to CPS, APS, and emergency services in times of mandated reporting and imminent risk. 
• Refer texters presenting with medium-high risk for suicide to the follow-up program
• Connect texters in crisis with the appropriate level of care 
• Provide training and evaluation to volunteer crisis counselors
• Other duties as assigned

Responsibilities

• Establish rapport, build connections with texters, and take responsibility for texter feedback.
• Recognize that texter-centered solutions and connectedness are key to providing crisis line intervention.
• Display confidence and composure in crisis situations.
• Communicate effectively and compassionately with volunteers, staff, and texters.
• Work collaboratively with others and openness to constructive feedback.
• Work independently using creativity and resourcefulness.
• Willingness to continuously improve skills through supervision, research, and individual development.
• Recognize the value that diversity and culture bring to an organization

Knowledge and Skill Requirements

• Commitment to working within the CSS Code of Ethics and Policies and Procedures
• Ability to apply the structure of a text session including transitional phrases
• Ability to utilize OARS skills to build rapport and get the story
• Ability to assess for risk for suicide death in every call
• Ability to coach a texter with suicidal experiences through means safety, short term safety planning
• Comfort using Prevention Pays: EMS Platform and PureConnect
• Comfort using the Dialpad.com phone system
• Comfort using Apricot database to document every contact 
• Knowledge and Ability to refer texters to available non law enforcement referrals for in-person crisis support
• Maintain knowledge of the following topics: Grief and loss, Isolation and loneliness, Mental health conditions including symptoms, coping skills and treatment, Trauma informed care, Boundary setting and providing support to regular texters, Addiction and substance use, Interpersonal violence, Human trafficking, Child and dependent adult abuse and neglect, Disaster management and mass violence, Specific populations including veterans, LGBTQIA, youth, Cultural humility, Non-Suicidal Self Injury, Co