Crisis Services Quality Assurance Program Assistant

Application Deadline: 19 January 2026

Department: Crisis Services

Employment Type: Full Time

Location: Oakland, CA

Compensation: $31.00 / hour

Description

IntroductionThe position will provide administrative support to the crisis services administration team within the quality assurance department to ensure smooth operations and quality assurance of the text line program. The position will also play a key role in supporting ongoing sustainable operations and interdepartmental collaboration for the crisis services department.
Schedule and LocationThis is a full-time 40 hours/week position. Some weekends and evenings may be required in order to support our 24 hour Text and Chat crisis services program. The position is expected to work 8 hours of Text Line Shifts per week. This position is expected to be on site one day/8 hours per week.
SupervisionThe position will report to the Quality Assurance Manager, utilizing consultation as needed. 30 minutes of individual supervision are required weekly. The position is also required to attend 1.5 hours of group supervision weekly with the text line, the bi-weekly Crisis Line Team Meeting, and the text team program meeting.

Role & Responsibilities

Training and Direct Service Requirements

• This position requires 8 hours of direct service taking text/chat on 988 and our 24 hour local text line, and picking up text line shifts as needed.
• Training will encompass Text/Chat direct service, Silent Monitoring support for Call services, and Shift Supervisor training
• This position attends 1.5 hours of Text/Chat services group supervision.

Scheduling

• Assist in the accurate recordkeeping of the text line schedule, google calendar, and baseline schedule rosters

Quality Assurance The Crisis Services QA PA is expected to assist in the ethical and professional adherence (regulations relating to accuracy, completeness) of data reviewed across the following projects in Quality Assurance. The position may identify areas for training and improvement across Crisis Services

• Recordkeeping - routinely collaborating with QA Data Analyst Manager to tend to Apricot Requests in the last week of the month
  • Merge duplicate chat/text profiles on Apricot
  • Add chat/text contact notes into Apricot from when Apricot is down
  • Assisting in ensuring the completeness of Apricot profiles to reflect documented caller demographics and relevant information to their care as disclosed
  • Assisting in the review and analysis of notes answered and documented per shift, as needed
    
    
• High-risk Communication Review - SRI 4-5
  
  
• Silent Monitoring Program
  • Supporting staff training (shift supervisors, program assistant, coordinators) on silent monitoring protocols
  • Performing monitoring for text line and crisis line under the direction of the Crisis Services QA Coordinator in the Silent Monitoring Program
    • Live and post-interaction review, reviewing contact records
    • Silent monitoring of live calls and text line transcripts in accordance with guidelines for Silent Monitoring set forth by 988 protocols, scheduled in collaboration with the Crisis Services QA Coordinator
  • Assisting in the dissemination of feedback and finding reports to volunteers, interns, staff, supervisors and directors.

Program Administrative Support

• Opportunity to collaborate with other departments to further process improvement 
• Support with maintaining updated text volunteer and staff Apricot profiles, coordinating with the Text line team and Human Resources as appropriate to ensure accurate record-keeping
• Assist Text admin with checking Unified Platform open case notes and open technical support tickets on Vibrant Exchange
• Join Admin meetings to provide quality assurance-informed insight: 
  • Thurs 2p-3p weekly
  • Wed 11am-12pm 1st and 3rd weeks

Other duties as assigned

Level of Decision Making The position will have the authority to recommend policies and procedures that improve, clarify, and support crisis and text line program operations and quality assurance. The position can recommend feedback, coaching, and disciplinary actions to crisis and text line administration regarding shift supervisor, intern, apprentice, and volunteer performance.

Qualifications

Qualifications

• Ability to consistently demonstrate behaviors in alignment with CSS Values and foster a sense o