Crisis Counselor Supervisor Bilingual (Part-Time)

Crisis Text Line, Inc.•Dallas, TX

11d•Remote

About The Position

At Crisis Text Line, we believe that every person in crisis deserves to be heard, understood, and supported. Our mission is carried forward by people who lead with empathy, integrity, and a deep sense of responsibility to one another and the communities we serve. We are building a team of thoughtful, purpose-driven professionals who want their work to matter. Across every role, you’ll have the opportunity to contribute to meaningful impact, collaborate with committed colleagues, and help shape systems, programs, and experiences that strengthen our organization and the people who make our mission possible. If you’re driven by purpose, passionate about designing meaningful learning experiences, and motivated to build programs that empower and develop volunteers over time, this is the place for you. Crisis Counselor Supervisors play a critical role in the success of Crisis Text Line by providing real-time guidance and support to our remote volunteer Crisis Counselors, ensuring texters receive the highest quality care. In this role, you will step into texter conversations as needed and provide leadership during high-risk situations, including active rescues and mandatory reporting. You bring a calm, supportive, and empathetic approach to your work, fostering a positive and effective environment for Crisis Counselors while always keeping both the texter experience and the Crisis Counselor experience top of mind. Crisis Text Line offers mental health support in both Spanish and English. In order to provide the service in both languages, our bilingual staff are responsible to provide both Spanish and English support, based on business needs, thus time spent on both services will vary. These bilingual roles require mental flexibility and the ability to easily oscillate between both languages fluidly.

Requirements

3+ years of crisis intervention work experience beyond volunteerism.
Bilingual, fluent in English and Spanish (written & verbal).
Ability to work flex shifts as needed to meet the needs of the business outside of assigned shifts, up to 12 hours per week, including weekends, nights, and holidays.
Proficient in G-suite and comfortable navigating new and exciting websites and online platforms.

Nice To Haves

Self-motivated
People management skills
Take initiative when you see opportunities for growth.
Extremely focused and can effectively prioritize and monitor multiple tasks at one time in a fast paced environment.
Articulate clearly and effectively with staff and Crisis Counselors on our Platform.
Stay focused and concise while being caring and positive.
Critical thinker who can quickly identify problems and bring your best solutions to the table and are motivated to take action.
Love to team up! Always thinking of ways to better the quality of service to our texters and Crisis Counselors.

Responsibilities

Perform active rescues when texter safety has been identified as imminent risk
Monitor volunteer Crisis Counselor conversations for training adherence and quality support
Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations
Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety
Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required
Provide real time feedback on conversation quality.
Participate in trainings and internal working groups to increase quality service delivery