Introduction to blithequark and the Industry
blithequark has been a national leader in whole-person mental health, crisis care, and substance use services for decades, providing compassionate care to hundreds of thousands of people annually. As a nonprofit organization, blithequark is committed to delivering culturally responsive services that are just and equitable. With deep roots in community-based mental health, blithequark is dedicated to promoting health equity and dismantling disparities and discrimination within systems of care and society.
The mental health industry is rapidly evolving, with a growing need for innovative and accessible crisis intervention services. blithequark is at the forefront of this movement, leveraging technology to provide critical support to individuals in need. As a Chat and Text Supervisor with blithequark, you will play a vital role in overseeing and supporting crisis chat and text counselors, ensuring that individuals receive the help they need in a timely and compassionate manner.
Job Summary
As a Chat and Text Supervisor with blithequark, you will be responsible for the oversight and support of crisis chat and text counselors for the Suicide Prevention Center’s Crisis Chat and Text Services. This role requires a unique blend of technical, clinical, and supervisory skills, as well as a deep commitment to the values and mission of blithequark. You will work closely with a team of dedicated professionals to ensure that crisis chat and text services are delivered in accordance with program standards, contracts, policies, procedures, and guidelines.
Key Responsibilities
- Live monitor chat/text queues and counselor adherence to policies/practices, ensuring smooth service delivery and providing feedback and support as needed.
- Observe, document, and report feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance, identifying areas for improvement and providing coaching and guidance.
- Locate appropriate resources for crisis chat and text counselors while they are on a chat or text, providing timely and effective support to ensure the best possible outcomes for individuals in crisis.
- With support from the On-Call Supervisor, make determinations regarding mandated reports and sending rescue to chat or text visitors, prioritizing the safety and well-being of individuals in crisis.
- Report platform issues and other tech issues to program leadership, serving as the primary communication link between frontline staff and leadership, and 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, providing a safe and supportive space for reflection and growth.
- Identify crisis chat and text counselor training needs and provide individual support, coaching, and guidance to ensure that counselors have the skills and knowledge needed to deliver high-quality services.
- With support from Program Coordinators, monitor chat/text answer rates to ensure they remain at or above 95%, analyzing data and developing strategies to optimize service delivery and improve outcomes.
- Attend routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or blithequark, contributing to the development of policies, procedures, and best practices.
- Foster a positive and supportive work environment, promoting a culture of excellence, diversity, equity, and inclusion, and ensuring that all team members feel valued, respected, and empowered to deliver their best work.
- Take chats and texts as needed to support program needs, providing direct service to individuals in crisis and ensuring that services are delivered in a timely and compassionate manner.
- Participate in outreach and media related activities, promoting the services and mission of blithequark and raising awareness about the importance of mental health and crisis intervention.
- Participate in SPC training activities, contributing to the development of training programs and materials, and ensuring that all team members have the skills and knowledge needed to deliver high-quality services.
Essential Qualifications
- Possess a high school diploma or equivalent, with a strong foundation in education and a commitment to ongoing learning and professional development.
- Be 18 years of age or older, with a minimum of 2 years of experience in a related field, such as crisis intervention, mental health, or social services.
- Have high speed internet with an active Ethernet connection, and a quiet/confidential workspace, with the ability to work independently and as part of a remote team.
- Have availability and flexibility to work the daytime, evening, overnight and weekend shifts, with a willingness to adapt to changing schedules and priorities.
- Demonstrate current knowledge of all job specific skills, including volunteer supervision, crisis intervention, suicide prevention, crisis line procedures, multicultural and socio-economic issues, with a strong commitment to ongoing learning and professional development.
- Have basic supervisory skills sufficient to manage volunteer crisis chat and text counselors, enforcing policies and procedures while maintaining a supportive environment, with a strong focus on coaching, mentoring, and team development.
- Able to efficiently use the personal computer to include Microsoft Office Suite and crisis line software, with a strong foundation in technology and a willingness to learn new systems and tools.
- Support the values and mission of blithequark, with a deep commitment to promoting health equity, dismantling disparities and discrimination, and delivering culturally responsive services that are just and equitable.
- 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, with a strong focus on maintaining confidentiality, integrity, and compliance.
Preferred Qualifications
- Bachelor’s degree in a related field, such as psychology, social work, or counseling, with a strong foundation in education and a commitment to ongoing learning and professional development.
- Experience working in a crisis intervention or mental health setting, with a strong understanding of the complexities and challenges of delivering crisis services.
- Supervisory or leadership experience, with a strong focus on coaching, mentoring, and team development, and a commitment to promoting a culture of excellence, diversity, equity, and inclusion.
- Bilingual or multilingual skills, with the ability to communicate effectively with individuals from diverse backgrounds and cultures.
- Experience working with technology, including crisis line software and Microsoft Office Suite, with a strong foundation in technology and a willingness to learn new systems and tools.
Skills and Competencies
- Strong technical skills, including proficiency in Microsoft Office Suite and crisis line software, with the ability to learn new systems and tools quickly and efficiently.
- Excellent communication and interpersonal skills, with the ability to communicate effectively with individuals from diverse backgrounds and cultures, and to build strong relationships with team members, stakeholders, and community partners.
- Strong supervisory and leadership skills, with the ability to coach, mentor, and develop team members, and to promote a culture of excellence, diversity, equity, and inclusion.
- Ability to work independently and as part of a remote team, with a strong focus on self-motivation, discipline, and accountability.
- Strong problem-solving and analytical skills, with the ability to analyze data, identify trends and patterns, and develop strategies to optimize service delivery and improve outcomes.
- Commitment to ongoing learning and professional development, with a strong focus on staying up-to-date with best practices, research, and industry trends.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to supporting the growth and development of our team members, providing opportunities for professional development, education, and advancement. As a Chat and Text Supervisor, you will have access to a range of training and development programs, including:
- Comprehensive training program, including crisis intervention, suicide prevention, and crisis line procedures, with a strong focus on developing the skills and knowledge needed to deliver high-quality services.
- Ongoing coaching and mentoring, with a strong focus on supporting your growth and development as a supervisor and leader.
- Opportunities for advancement, including leadership and management roles, with a strong focus on promoting from within and developing the next generation of leaders.
- Access to a range of educational resources, including workshops, conferences, and online courses, with a strong focus on staying up-to-date with best practices, research, and industry trends.
Work Environment and Company Culture
At blithequark, we are committed to creating a positive and supportive work environment, promoting a culture of excellence, diversity, equity, and inclusion. Our team members are passionate about delivering high-quality services, and are committed to making a difference in the lives of individuals and families. As a Chat and Text Supervisor, you will be part of a dynamic and dedicated team, working together to achieve our mission and vision.
Our company culture is built on a set of core values, including:
- Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices.
- Diversity & Inclusion: We value diversity of background, experience, and ideas, and celebrate differences and prioritize creating a sense of belonging.
- Equity: We are dedicated to promoting health equity in our communities, and 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, Perks, and Benefits
At blithequark, we offer a competitive compensation package, including:
- $28.00 per hour, with a $5.00 overnight differential, and opportunities for overtime and bonuses.
- Comprehensive benefits package, including medical, dental, and vision insurance, with a strong focus on supporting the health and well-being of our team members.
- Generous paid time off, including vacation, sick leave, and holidays, with a strong focus on supporting work-life balance and promoting self-care.
- Opportunities for professional development and education, including training, workshops, and conferences, with a strong focus on supporting the growth and development of our team members.
- Loan repayment programs, with a strong focus on supporting the financial well-being of our team members and promoting long-term career development.
Conclusion
If you are a motivated and compassionate individual, with a passion for delivering high-quality crisis intervention services, we encourage you to apply for the Chat and Text Supervisor role with blithequark. This is a unique opportunity to join a dynamic and dedicated team, working together to achieve our mission and vision. With a competitive compensation package, comprehensive benefits, and opportunities for professional development and education, this is an ideal role for individuals looking to make a difference in the lives of individuals and families.
Apply today to join our team and start making a difference in the lives of others. We look forward to hearing from you!
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