988 LGBTQI+ Youth Chat/Text Coordinator

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This full-time, salaried position is responsible for assisting in the management and leadership of the Chat and Text programs under the LGBTQI+ Youth Chat and Text National Subnetwork, including directly supervising the online/SMS crisis counseling staff. The LGBTQI+ Youth Chat and Text Coordinator is responsible for contributing to the development, implementation, and maintenance of QA/QI processes for the Chat and Text program. The LGBTQI+ Youth Chat and Text Coordinator coordinates new hire onboarding and will provide coaching, mentoring, and consultation to Chat staff and Shift Leads thereafter. This position will be responsible for coordinating with Shift Leads on new hire training and ongoing training and QA including a basic daily review of chat transcripts as defined by the 988 Program Manager. The 988 Chat and Text Coordinator is responsible for assisting in direct service needs, including providing coverage as needed for responding to chats and texts that originate from the National Suicide Prevention Lifeline platform and monitoring chats and texts taken by staff. This position works collaboratively with the 988 Program Manager, Administrative Operations Manager, and Senior Director in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards.

Principal Activities:

• Provide supervision to the LGBTQI+ Youth Chat and Text programs, including responding to requests from LE, CPS, and APS as needed
• Conduct staff interviews and facilitate new hire onboarding process, including interview follow-up, technology set-up, and HR paperwork
• Provide coaching to staff regarding population-specific and Trauma Informed Care to clients accessing the LGBTQI+ Youth Chat & Text service
• Coordinate with Shift Leads on training logistics, including role plays and other training activities
• Maintain the LGBTQI+ Youth Chat and Text schedule, including any live monitoring needs
• Cover shifts as required and answer incoming chats in the PureConnect web client and engage the Chat Visitor in online emotional support, utilizing suicide intervention techniques as needed. As needed, also live monitor chats and initiate Police Intervention procedures in cases of imminent risk
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., LE welfare checks, CPS & APS referrals, Tarasoff Duty to Warn), assist staff in compliance with state and federal laws
• Collaborate with Shift Leads on monthly audits of Police Interventions and CPS reports
• Enforce the expectation of 1.5 chats/hour with all counselors. Coordinate with Shift Leads on optimal direct service to administrative task ratio
• Review chat transcripts for Shift Leads daily, providing feedback as needed, and coordinate with Shift Leads on reviews for Online Crisis Counselors
• Monitor staff compliance with schedule, live monitoring needs, and reporting procedures
• Review timecards for accuracy and complete supervisory payroll duties each pay period
• Serve as a contact for questions and ongoing support; facilitate 1:1 training and coaching with staff
• Attend and participate in monthly Lifeline clinical support conference calls and submit reports to funders as required
• Complete monthly QI/QA tasks as required by Lifeline
• Plan and facilitate a monthly continuing education meeting for Chat staff, volunteers, and interns
• Assist in retention and engagement strategies to continually energize existing Behavioral Health staff and expand candidate pool
• Actively participate in audit and accreditation activities
• Occasional travel to meetings and conferences
• Serve as task manager for practicums and complete practicum duties as required

Effect on End Results:

• Outstanding customer service by providing exceptional quality of care to all 988 Chat and Text clients
• Maintaining a highly effective and efficient training program that enhances staff supervision and the QA/QI process
• Provide program support and engagement/retention strategies to accommodate maintenance and growth of staffing levels
• Provide essential and critical crisis support to the high-risk population of LGBTQI+ Youth

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Qualifications:

• Bachelor’s degree in behavioral science, counseling or related field
• Three (3) years of recent, directly related experience, including (1) year of supervisory experience
• Washington state credentialing required upon hire
• Training in suicide prevention and intervention strongly preferred
• Excellent computer skills including the ability to type quickly with few errors and be comfortable utilizing technology to provide online support
• Strong written and verbal communications skills. Experience communicating via instant messaging preferred
• Ability to work independently with minimal supervision
• Ability to work cooperatively with members of the general community and as a clinical team member
• Ability to take ownership of decisions and clinical feedback from direct supervisor
• Flexibility and ability to adapt to changes in the work environment and job duties
• Occasional need for flexible scheduling
• Ability to take the initiative and seek information from available resources

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.