Experienced Crisis Chat and Text Supervisor – Remote Opportunity at blithequark

Are you passionate about providing exceptional support to individuals in crisis? Do you have a strong background in crisis intervention, volunteer supervision, and multicultural issues? If so, we invite you to join our team as a Crisis Chat and Text Supervisor at blithequark, a leading nonprofit organization dedicated to whole-person mental health, crisis care, and substance use services.

About blithequark

blithequark has been a national leader in whole-person mental health, crisis care, and substance use services since 1942. As the nation's first Suicide Prevention Center, we provide compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access. Our commitment to providing culturally responsive services that are just and equitable has earned us a reputation as a trusted partner in the mental health community.

Job Summary

As a Crisis Chat and Text Supervisor, you will play a critical role in ensuring the smooth delivery of our Crisis Chat and Text Services. You will oversee and support our crisis chat and text counselors, ensuring compliance with program standards, contracts, policies, procedures, and guidelines. This is a fully remote position, and we offer a competitive hourly rate of $28.00 per hour, with a $5.00 overnight differential.

Primary Duties

• Live monitor chat/text queues and counselor adherence to policies/practices to ensure smooth service delivery.

• Observe, document, and report feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance.
• Locate appropriate resources for crisis chat and text counselors while they are on a chat or text.
• With support from the On-Call Supervisor, make the determination of mandated reports and send rescue to chat or text visitors.
• Report platform issues and other tech issues to program leadership and act as the primary communication link between frontline staff and leadership, ensuring that operational incidents and challenges, employee concerns, clinical compliance requirements are properly documented and escalated.
• Initiate debriefing sessions with crisis chat and text counselors after they have taken a chat or text.
• Identify crisis chat and text counselor training needs and provide individual support.
• With support from Program Coordinators, monitor chat/text answer rates to ensure they remain at or above 95%.
• Attend routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or blithequark.
• Foster a positive and supportive work environment.
• Take chats and texts as needed to support program needs.
• May participate in outreach and media-related activities.
• May participate in SPC training activities.

Position Requirements

• Possess a high school diploma or equivalent.

• Be 18 years of age or older.
• Have high-speed internet with an active Ethernet connection, and a quiet/confidential workspace.
• Have availability and flexibility to work the daytime, evening, overnight, and weekend shifts.
• Demonstrate current knowledge of all job-specific skills, including volunteer supervision, crisis intervention, suicide prevention, crisis line procedures, multicultural, and socio-economic issues.
• Have basic supervisory skills sufficient to manage volunteer crisis chat and text counselors, enforcing policies and procedures while maintaining a supportive environment.
• Able to efficiently use the personal computer to include Microsoft Office Suite and crisis line software.
• Support the values and mission of blithequark as related to employment.
• Know and comply with Agency policies and procedures, HIPAA, DMH policies, and documentation guidelines, and other state, federal regulations relating to emergency mental health services.
• Present ideas, information, and viewpoints clearly, both verbally and in writing.
• Have strong interpersonal skills, interact well with others, and effectively communicate to others when conflicts occur.
• Demonstrate commitment to team objectives and blithequark philosophies.
• Ability to adapt and be flexible to changes in protocol and program needs.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

blithequark provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

Core Values

• Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.

• Diversity & Inclusion: We value diversity of background, experience, and ideas. We celebrate differences and prioritize creating a sense of belonging.
• Equity: We are dedicated to promoting health equity in our communities, and we work to dismantle disparities and discrimination within both systems of care and society.
• Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.
• Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care with the goal of access to high-quality, integrated healthcare for all.
• Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

Compensation and Benefits

We offer a competitive hourly rate of $28.00 per hour, with a $5.00 overnight differential. Our work schedules are subject to change as necessary to meet the Agency's and its client's needs. Reasonable notice is provided to facilitate personal planning. We also offer loan repayment programs and a comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) retirement plan.

How to Apply

If you are passionate about providing exceptional support to individuals in crisis and share our commitment to whole-person mental health, crisis care, and substance use services, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job