Full Time Text Line Counselor

Job Description

Job DescriptionDescriptionPosition Title: Text Line CounselorReports to: Text Line Program Coordinators and Program ManagerLocation: Eligible for remote work after initial training. Must permanently reside in California and be able to commute to office located in North Oakland. Must attend training on-site when specified by the training team.Schedule: Full-time 32+ hours per week, 32 of which are direct service hours on text/chats and up to 8 hours of agency meetings and events. Non-exempt. Shifts & Training Schedule can be found here.
[https://docs.google.com/spreadsheets/d/18zq0X3WWzeaJAa8gIdwjao5jXzdCFny…]Pay: $25 per hour base pay with additional shift differentials ($1.5 to $5 per hour) for evening, weekend, and overnight shifts.Benefits: Employees who work more than 20hrs/week are eligible to participate in retirement plans, they are also eligible for medical, dental plans covered at 75% of the full time equivalent.

Crisis Support Services of Alameda County, a non-profit community mental health agency, is seeking Text Line Counselors to fill daytime, evening, overnight and weekend shifts. Full time hours are 30-40 hours/week depending on a match in staff availability and program scheduling needs. The position is supporting CSS 988 capacity building. This position is best suited for people who enjoy thinking on their feet, collaborating with local behavioral health agencies, and connecting with people from diverse backgrounds. Join our team of dedicated staff and volunteers to help people in crisis be informed of life-saving resources in our community.
Position SummaryThe Text Counselor position answers texts through both our Local Alameda County Text Line and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. The counselor will also adhere to the highest possible ethical standards, and comply with program policy and procedures. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts.

Supervision/Direction Received
The Text Line Counselor reports to the Text Line Shift Supervisor for consultation on shifts. The Text Line Counselor also reports to the Text Line Program Coordinators and Manager for supervision meetings. Counselors are required to receive at minimum 60 minutes of individual supervision per month and at minimum 1.5 hour of group supervision per week.

Role & ResponsibilitiesTypical Duties

• Provide direct service on our Alameda County Text Line and the 988 Text Line
• Respond to third party texters and chat visitors
• Provide outreach support to high risk contacts via phone call and text
• Actively engage with teammates during shift
• Accurately document staff hours in timesheets and MAA sheets.
• Document contact notes for each and every chat and text session
• Utilize consultation as required
• After consultation with a supervisor, make outreach contacts and referrals to CPS, APS, and emergency services in a timely manner for mandated reporting and imminent risk situations.
• Refer texters presenting with medium-high risk for suicide to the follow-up program
• Connect texters in crisis with the appropriate level of care
• Participate in weekly pod supervision
• Maintain confidentiality of other counselors and text/chat visitors
• Other duties as assigned

Responsibilities

• Establish rapport, build connections with texters, and take responsibility for texter feedback.
• Recognize that texter-centered solutions and connectedness are key to providing crisis line intervention.
• Display confidence and composure in crisis situations.
• Communicate effectively and compassionately with volunteers, staff, and texters.
• Work collaboratively with others and openness to constructive feedback.
• Work independently using creativity and resourcefulness.
• Willingness to continuously improve skills through supervision, research, and individual development.
• Recognize the value that diversity and culture bring to an organization

Level of Authority

• Answer incoming text/chat sessions on local text line and 988 Lifeline
• Utilize a wide range of crisis line interventions to meet the needs of text line clients
• Recommend blocking texters for up to 3 days who are using abusive, aggressive, or disruptive behavior
• Recommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include: CPS, APS, Ombudsman
• Recommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a texter’s family member
• Recommend program policies, practices, and purchases that increase the effectiveness of the Text Line program

Skills & QualificationsKnowledge and Skill Requirements

• Commitment to working within the CSS Code of Ethics and Policies and Procedures
• Ability to apply the structure of a text session including transitional phrases
• Ability to utilize OARS skills to build rapport and get the story
• Ability to assess for risk for suicide death in every session
• Ability to coach a texter with suicidal experiences through means safety, short term safety planning
• Comfort using Local Text Line and 988 Platforms
• Comfort using the Dialpad.com phone system
• Comfort using Apricot database to document every contact
• Knowledge and Ability to refer texters to available non law enforcement referrals for in-person crisis support
• Maintain knowledge of the following topics: Grief and loss, Isolation and loneliness, Mental health conditions including symptoms, coping skills and treatment, Trauma informed care, Boundary setting and providing support to regular texters, Addiction and substance use, Interpersonal violence, Human trafficking, Child and dependent adult abuse and neglect, Disaster management and mass violence, Specific populations including veterans, LGBTQIA, youth, Cultural humility, Non-Suicidal Self Injury, Community resources, Self-care, bullying

Qualifications

• Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms
• One year of mental health work experience required.
• One year of crisis line text or phone counseling experience preferred - including completion of crisis line training.
• Graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field is preferred. This may be substituted for comparable work experience.

Additional Requirements

• Proof of vaccination against Covid-19 required
• Must complete Background Check (DoJ) and LiveScan

Agency Mission & ValuesAgency MissionTo reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent self-harm of those who are actively suicidal, and to offer hope and caring during times of hopelessness.
Agency ValuesWe care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.

Justice, Equity, Diversity, and Inclusion StatementCSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors.
CSS commits to:

• Encourage and support education, self-reflection, and both personal and professional development for all levels of CSS workforce and governance.
• Develop and provide services that incorporate the wisdom of the communities that CSS serves.
• Advocate for and promote policies that serve the mental health needs of diverse communities within Alameda County with the goal of creating a more robust crisis continuum that is not dependent on law enforcement and correctional facilities.
• Openly request, receive, and utilize feedback provided by community members and partner agencies to develop policies and processes.
• Continuously and critically review CSS policies, practices, and performance to demonstrate adherence to the diversity, equity, and inclusion commitments

Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.