988 Trainer - Team Oriented/Superb Benefits!
About The Position
The 988 Trainer oversees the training program for the Contact Center staff and 988 Volunteers who respond to the 988 Suicide & Crisis Lifeline calls, chats, and texts. This role is responsible for designing, implementing, and overseeing training programs for the 988 Suicide and Crisis Lifeline. The 988 Trainer is responsible for updating all training material, ensuring current standards and practices remain in line with Vibrant and SAMHSA, state and federal guidelines, and works to provide that training to the 988 Team and Contact Center staff. The primary function of the 988 Trainer is to ensure the Contact Center staff and 988 Volunteers are properly trained to provide compassionate, efficient, and effective support to individuals in crisis. The 988 Trainer is tasked with participating in community partner meetings, often presenting material to groups. The 988 Trainer works closely with the 988 Coordinator to foster collaborative relationships and teamwork within the Contact Center, the organization, and with community partners through volunteer recruitment, training and education. The 988 Trainer thinks freely and promotes a no wrong door approach - that any program a client enters can provide a universal gateway to enter any New Vista Services. The 988 Trainer is a positive team player that promotes a culture of inclusion and participation.
Requirements
- Bachelor s degree in a behavioral health field (psychology, social work, counseling, etc.) or customer service-related field (communications, marketing, customer service management, public/customer relations, community, leadership development, etc.)
- Must have a valid driver s license, reliable operating transportation, and proof of current auto insurance
Nice To Haves
- Experience/education related to mental health, suicide, and/or substance use.
- Experience with customer service, particularly interactions with customers by phone
- Experience as a supervisor or manager
- Experience in volunteer management and recruitment
- Working knowledge of databases and basic computer operations
Responsibilities
- Oversee the training program for the Contact Center staff and 988 Volunteers
- Design, implement, and oversee the training programs for the 988 Suicide and Crisis Lifeline
- Recruit and onboard 988 Volunteers while providing training to 988 Volunteers and Call Center staff
- Foster a collaborative approach among the 988 dedicated staff and 988 Volunteer Team and across service lines to provide the best care and create a seamless experience for each client embracing the no wrong door philosophy
- Approach the NSPL call center with innovation, thinking freely to create a better experience for callers who may need other New Vista and/or community services
- Foster collaborative relationships and teamwork within the Contact Center, the organization, and with community partners through training and education
- Maintain and update all training material, ensuring current standards and practices remain in line with Vibrant and SAMHSA, state and federal guidelines, and provide that training to the Contact Center
- Evaluate the function of the NSPL and identify opportunities to become more efficient, effective, and impactful
- Participate in planning meetings to help create policies, procedures, and trainings to create innovative approaches to engage callers and integrate services
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What This Job Offers
Number of Employees
11-50 employees
