**Experienced Crisis Chat Text Supervisor – 988 Crisis Support Program**

At arenaflex, we are dedicated to providing emotional support to individuals in crisis through our 988 Crisis Chat Program. As a key member of our team, the Experienced Crisis Chat Text Supervisor will play a vital role in ensuring the overall functioning of our program, providing supervision and support to our Crisis Chat Counselors, and ensuring the highest level of quality assurance. **About arenaflex** arenaflex is a leading organization in the field of crisis support and mental health services. Our mission is to provide compassionate and effective support to individuals in crisis, empowering them to navigate their challenges and achieve a better quality of life. With a strong commitment to quality and excellence, we strive to create a safe and supportive environment for our clients, staff, and partners. **Job Summary** The Experienced Crisis Chat Text Supervisor will be responsible for the overall functioning of the 988 Crisis Chat Program, including individual supervision of all Crisis Chat Counselors. This role requires a high level of emotional intelligence, excellent communication skills, and the ability to work effectively in a fast-paced, dynamic environment. The successful candidate will be passionate about providing crisis support and mental health services, with a strong commitment to quality assurance and excellence. **Responsibilities** **Primary Responsibilities:** * Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors, including: + An assessment of each chat/text visitor to determine the appropriate means of intervention. + Risk assessment, safety planning, de-escalation, and follow-up with chat visitors. + Positive rapport-building and crisis intervention with a wide range of chat/text visitors. + Appropriate intervention with suicidal chat/text visitors, including making an assessment and taking appropriate action, as well as coordinating with emergency responders when active rescue is required. + Familiarity with resources and providing information and referral to visitors as appropriate. * Responds to crisis chat/text visitors as needed to support Counselors on shift. * Ensures that thorough documentation is completed for all crisis chat/text. * Ensures that each Counselor completes 1.5 chats/texts per hour. * Ensures that the program responds to 2,171 chats/texts per month. * Provides daily ongoing monitoring of chats and texts to ensure quality, with an expectation of Counselors scoring a minimum of 75% on the quality evaluation. * Required to have an answer rate of 85% within the first 5 weeks in order to maintain remote work status. * Conducts weekly individual supervision sessions with Counselors. * Completes weekly quality assurance report with Counselors. * Completes performance evaluations and yearly reviews. * Provides training to new Crisis Chat Counselors. * Completes monthly Lifeline/Vibrant QA/QI reports. * Meets with Assistant Director of Crisis Services regularly to discuss program operations, concerns, and potential improvements. **Secondary Responsibilities:** * Ability to report on-site on an as needed basis. * Responds to major community events and provides debriefing/support as needed. * Other duties as assigned, required or needed. **Agency-wide Responsibilities:** * Participates in supervision, in-service training, and staff meetings. * Maintains good working relationships with co-workers and positively contributes to group morale. * Completes all administrative duties, including time sheets, leave requests, etc. on time. * Uses appropriate channels of communication to resolve conflicts with other staff. * Interacts with staff, clients, and visitors in a professional and courteous manner. **Requirements** * Bachelor's degree required, Master's Degree in any Counseling field or Social Work preferred. * Bachelor's Degree from an accredited school with a minimum of 120 college credits and Master's Degree from accredited school with a minimum of 30 graduate school credits required. Transcript or copy of degree(s) required. * 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention. * Computer skills with various software – Microsoft Products proficient skills required. * Excellent oral and written communication skills. * Ability to function successfully in an environment requiring immediate response to urgent situations. * Spontaneous supervision of staff in real-time. * Knowledge of and familiarity with local and statewide community resources. * Analytical and problem-solving skills. * Computer skills with various software and the internet. **Work Conditions:** * Share office space with Crisis Chat and Crisis Counselors. * Holiday and Evening coverage required. Depending on scheduled shifts. * Hours are flexible to meet program needs. * Must be able to lift 25lbs. **Grassroots Rewards & Incentives:** arenaflex offers a comprehensive benefits package, including: * 100% of the expenses for its Full-time employees wishing to take advantage in the following areas: + Licensure and/or Renewal (ex. Clinical, Nursing, Medical, etc.) + CEUs + Professional Trainings and/or Conferences + Field Certifications + Instant wage increases for certifications achieved while employed. * $250 Hiring Bonus for full completion of Onboarding and HR trainings. * $500 Retention Bonus * Small Loan Option at 0% Interest for 1 year All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency's 3-month probationary period, performance metrics, and/or signed agreements prior to registration and authorization by arenaflex leadership. All bonuses are subject to completion for all required HR and programmatic training. **Equal Opportunity Employer:** arenaflex is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race (including traits associated with race, such as hair texture, afro hairstyles, and protective hairstyles), creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. **How to Apply:** If you are passionate about providing crisis support and mental health services, and are committed to excellence and quality assurance, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or licenses. We look forward to hearing from you! Apply for this job