Job Description
- *Join arenaflex, a national leader in whole-person mental health, crisis care, and substance use services, in our mission to provide compassionate and equitable care to individuals and families.** Are you passionate about mental health, crisis intervention, and volunteer supervision? Do you have a strong background in crisis line procedures, multicultural and socio-economic issues, and basic supervisory skills? If so, we invite you to apply for the Crisis Chat and Text Supervisor position at arenaflex. As a Crisis Chat and Text Supervisor, you will play a vital role in ensuring the smooth delivery of our Crisis Chat and Text Services, providing support to our crisis chat and text counselors, and upholding the highest standards of care and compassion. **About arenaflex** arenaflex has been a national leader in whole-person mental health, crisis care, and substance use services since 1942. We are home to the nation's first Suicide Prevention Center and provide care to approximately 270,000 people annually across our programs. Our commitment to providing culturally responsive services that are just and equitable has earned us a reputation as a trusted and compassionate partner in the mental health community. With over 1,000 dedicated employees and volunteers, we are proud to make a difference in the lives of individuals and families across the nation. **Summary** As a Crisis Chat and Text Supervisor, 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. Your primary duties will include: * Live monitoring of chat and text queues to ensure compliance with program standards, contracts, policies, procedures, and guidelines * Observing, documenting, and reporting feedback on counselor performance * Locating appropriate resources for crisis chat and text counselors during chats and texts * Making determinations of mandated reports and sending rescue to chat or text visitors with support from the On-Call Supervisor * Reporting platform issues and other tech issues to program leadership and serving as the primary communication link between frontline staff and leadership * Initiating debriefing sessions with crisis chat and text counselors after they have taken a chat or text * Identifying crisis chat and text counselor training needs and providing individual support * Monitoring chat and text answer rates to ensure they remain at or above 95% * Attending routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or arenaflex * Fostering a positive and supportive work environment * Taking chats and texts as needed to support program needs * Participating in outreach and media-related activities * Participating 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 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 * Be able to efficiently use the personal computer, including Microsoft Office Suite and crisis line software * Support the values and mission of arenaflex as related to employment * Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state and 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 arenaflex 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** arenaflex 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** * $28.00 per hour with a $5.00 overnight differential * 30 hours per week, with a four-week 40-hour per week training at the start of employment * Opportunities for career growth and professional development * A supportive and inclusive work environment * Comprehensive benefits package, including medical, dental, and vision insurance * Paid time off and holidays * Access to loan repayment programs **How to Apply** If you are passionate about mental health, crisis intervention, and volunteer supervision, and have a strong background in crisis line procedures, multicultural and socio-economic issues, and basic supervisory skills, we invite you to apply for the Crisis Chat and Text Supervisor position at arenaflex. Please submit your application through our website or by clicking on the link below. We look forward to hearing from you and exploring how you can contribute to our mission to provide compassionate and equitable care to individuals and families. Apply for this job