988 NBU Chat & Text Shift Lead (61952)

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. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• 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

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This full-time, hourly position is responsible for assisting in the overall operations of the 988 National Backup 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 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 Activities:

• Provide real-time feedback to program staff regarding chat/text handling and customer service
• Provide written QA/QI reports to assigned staff and address is