Chat and Text Crisis Line Supervisor

POSITION: Shift Supervisor, Chat and Text (Full-Time)

WORK HOURS/SITE:

This is a virtual position and requires 40 hours per week.

Salary/Status:

$45,860

Full benefits including medical, dental, and more!

Essential Staff

National Backup Chat and Text Shift Supervisor

• 2:00 AM - 10:30 AM (EST) Tuesday to Saturday
• 4:00 PM - 12:30 AM (EST) Sunday to Thursday
• 6:00 PM - 2:30 AM (EST) Friday to Tuesday
• 8:00 PM - 4:30 AM (EST) Thursday to Monday

LGTBQI+ Youth Chat and Text Shift Supervisor

• 12:00 AM - 8:30 AM (EST) Sunday to Thursday

988 Virginia Chat and Text Shift Supervisor

• 4:00 PM - 12:30 AM (EST) Thursday to Monday

POSITION SUMMARY:

The Chat and Text Shift Supervisor is responsible for supervision and operations of Virginia and/or National Programs during their designated shift. On these lines, frontline staff primarily handle contacts primarily through the 988 Virginia Chat queue supporting those within the state, LGBTQI+ Youth Chat (25 and under) for members of the LGBTQI+ community and the National Back-Up Chat and Text service handle conversations via text and instant messaging (IM) with those in crisis. Your assignment will be based upon availability, staffing and operational needs. This position requires the ability to serve as an expert on national standards for chat and text service delivery, 988 center operations and protocols, personnel management and development, as well as provide support and supervision regarding crisis situations. As well as handling direct telephonic conversations, as needed, generally involving a wide variety of community stakeholders, including law enforcement and EMS personnel.

DUTIES:

Develop and facilitate a break and meal schedule to maintain optimal coverage of chat and text services.

Maintain documentation of shift anomalies such as call outs, early dismissals and service interruptions.

Ensure all scheduled crisis workers are maintaining the appropriate status in United Platform to maximize answer rate.

Review documentation in iCarol and Unified Platform for quality assurance.

Facilitate live verbal conversations alternatively to chatting on Teams to increase connection, empathy and accountability.

Collaborate with Supervisors across services to ensure follow-up contacts are assigned and completed in a timely manner.

Provide support to crisis workers on difficult conversations, especially those involving emergency intervention.

SUPERVISION OF CRISIS WORKERS:

Attend weekly staff meetings to ensure critical updates are delivered to crisis workers.

Maintain biweekly or monthly supervision of all assigned direct reports.

Ensure crisis workers attend process groups at least once monthly.

Ensure appropriate documentation of identified issues with the workforce is maintained and communicated to appropriate leadership.

Provide guidance and coaching related to workforce/personnel issues, redirection to P&P manual, and ensure consistency of procedural enforcement is equitable across shifts.

Provide direction to crisis workers on policies related to call outs and utilizing Workforce Management.

Review a minimum of two conversations per month per direct report and document using the Vibrant call review forms.

Supervisors are required to provide a minimum of 5 hours of direct hotline service to maintain skill development in crisis counseling and have current crisis work experience to effectively supervise.

Completion of annual HopeLink and Vibrant compliance trainings.

QUALIFICATIONS:

B.A. or B.S. preferred, degrees in Social Services, Psychology, Community, Public Health or Human Services. Will consider relevant experience in lieu of education.

Ability to attend all training dates without conflict and successfully complete mandatory Crisis Services Training.

Ability to work individually and within a team environment and adjust to changes in workflow daily.

Ability to exercise excellent, independent judgment with minimal direct supervision.

Cultural competence in working with individual's various descent, disabilities, and demographic populations.

Excellent written and oral communication skills; ability to articulate and be easily understood over chat and text-based communications, along with phone skills.

Strong computer skills within various software, including Microsoft 365

Demonstrated knowledge and ability to make sound decisions under pressure, along with a solid support system, an