Crisis Counselor Supervisor (Full-Time)
WFA Digital Insight
The remote job market has seen a significant surge in demand for crisis intervention specialists, with a 25% increase in job openings over the past year. Crisis Text Line, a pioneering organization in digital mental health support, is at the forefront of this trend. With the rise of remote work, the ability to provide high-quality support services online has become crucial. As a Crisis Counselor Supervisor, you'll play a vital role in ensuring the delivery of exceptional service to volunteers and texters. Before applying, candidates should be aware that this role requires advanced knowledge of crisis intervention, strong digital skills, and a commitment to equity and inclusion. With the right skills and experience, you can make a meaningful impact in the lives of those in need.
Job Description
About the Role
The Crisis Counselor Supervisor role is a full-time position at Crisis Text Line, a nonprofit organization that provides free, 24/7 crisis support via text messaging. As a Crisis Counselor Supervisor, you will work closely with volunteer Crisis Counselors to monitor conversations, provide guidance, and ensure high-quality service to texters. You will be part of a dynamic team that is passionate about delivering exceptional support services to those in need.The Clinical team at Crisis Text Line oversees all service delivery areas that require a mental health and clinical lens. The Supervision team ensures that clinical best practices are followed in real-time, leading digital mental health clinical policies, clinical quality measures, and the student learning program that supports mental health workforce development. As a Crisis Counselor Supervisor, you will play a critical role in maintaining the high standards of the organization.
What You Will Do
- Monitor volunteer Crisis Counselor conversations to ensure adherence to training and quality support
- Provide guidance and support to volunteer Crisis Counselors to ensure high-quality service to texters
- Identify issues and utilize clinical policies and training to provide coping skills and safety protocols to de-escalate crises on the platform
- Work with volunteer Crisis Counselors to develop a support plan for texters in high-risk situations
- Assist volunteer Crisis Counselors in identifying texter needs and developing a plan for safety
- Ensure volunteer Crisis Counselors adhere to the code of conduct and escalate issues as required
- Provide real-time feedback on conversation quality
- Participate in trainings and internal working groups to increase quality service delivery
- Take shifts on the platform during higher-than-usual volume times outside of normal work schedule
- Assist in the development of clinical programs with cross-functional stakeholders
- Adhere to organizational values and quality communication standards with outside reporting agencies and staff
What We Are Looking For
- 3+ years of professional crisis intervention experience beyond volunteerism
- Advanced knowledge of crisis intervention and mental health care trends
- Demonstrates commitment to equity and inclusion
- Intermediate ability to work with public safety access points and external resources for texter safety
- Intermediate G-suite, computer, internet, and technical skills
- Reliable high-speed internet connection
- Ability to work a non-traditional schedule, including evenings and weekends
- Strong communication and interpersonal skills
Nice to Have
- Experience working in a fast-paced, dynamic environment
- Knowledge of digital mental health clinical policies and clinical quality measures
- Experience with student learning programs that support mental health workforce development
- Certification in crisis intervention or a related field
Benefits and Perks
- Competitive salary range of $54,000 - $56,500 per year
- Robust benefits package, including health, dental, and vision insurance
- Generous paid time off and holidays
- Remote work arrangement with a reliable high-speed internet connection
- Opportunities for professional development and growth
- Collaborative and dynamic work environment
- Mission-driven organization with a strong commitment to equity and inclusion
How to Stand Out
- Ensure you have a strong understanding of crisis intervention and mental health care trends before applying.
- Showcase your experience working in a fast-paced, dynamic environment and your ability to provide high-quality support services online.
- Highlight your commitment to equity and inclusion, as well as your ability to work with diverse populations.
- Be prepared to provide specific examples of times when you had to de-escalate crises or provide coping skills and safety protocols to individuals in need.
- Research the organization and its mission to demonstrate your passion for the role and the company.
- Consider creating a portfolio that showcases your experience and skills in crisis intervention and mental health support.
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