Department Summary:

The Clinical team oversees all our service delivery areas that require a mental health and clinical lens, which includes the platform operations. The Supervision team oversees clinical best practices in real-time, leading digital mental health clinical policies, clinical quality measures, and the student learning program that supports mental health workforce development. The Clinical team ensures that Crisis Text Line is a leader in defining quality service delivery of crisis support via text.

Role:

As a Crisis Counselor Supervisor you will work closely with volunteer Crisis Counselors on the platform to monitor conversations and provide guidance and support to ensure high quality service to texters. You identify issues and utilize clinical policies and training to provide coping skills and safety protocols to de-escalate crises on the platform.

Responsibilities:

Crisis Text Line is a fast moving, growing organization with a big vision and a critical mission. To serve our mission and vision, each role must be agile and flexible to meet the needs of the business, aligning their work with priorities as defined by their manager and team leaders.

Service Delivery - Provide an exceptional service to our volunteers and texters.

Perform emergency service interventions when texter safety has been identified as imminent risk
Monitor volunteer Crisis Counselor conversations for training adherence and quality support
Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations
Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety
Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if 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.

Program Development - 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 by using appropriate channels of communication to file reports, resolve conflicts and facilitate consistent teamwork and flexibility.
Attend staff, manager one on one, and team meetings.
Stay connected to all team communications (on and off the platform) and respond in a timely manner.

Qualifications:

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, & technical skills

Schedule:

Wednesday 6pm-10pm EST, Thursday-Saturday 6pm-2am EST

Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.

The full salary range for this position, across all United States geographies, is $54,000- $56,500 per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting salary range applicable for their location. We pay competitively in the tech-forward nonprofit space and offer a robust benefits package.

Benefits & Well-Being

Crisis Text Line recognizes that we are all unique human beings with unique life circumstances, and our benefits package aims to be as flexible as possible to support your needs as you work to promote mental well-being for people, wherever they are. Our benefits package is thoughtfully designed using an equity lens, with input from our team and from industry best practices.

Highlights include:

Comprehensive medical, dental, and vision options that prioritize accessibility and financial peace of mind
Employer-funded HSA contributions
Generous PTO, sick time, and 19 paid holidays with a winter break
12 weeks of fully paid parental leave after 26 consecutive weeks of service
Monthly internet and mental health stipends
Annual Wellness Stipend
Home office and professional development stipends
403(b) retirement plan with employer contribution
Sabbatical after 3 years of service

Benefits are for U.S.-based employees; international be

Crisis Counselor Supervisor (Full-Time) at Crisis Text Line, Inc.