Crisis Line Training Coordinator
About The Position
The Crisis Line Training Coordinator designs and delivers onboarding and training programs for new volunteer and staff crisis counselors, ensuring alignment with best practices in suicide prevention and crisis intervention. The role facilitates interactive training sessions, provides coaching and feedback, and works closely with clinical supervisors and program leadership to support counselor development and readiness. As a key point of contact for new team members, the coordinator helps create a welcoming and supportive onboarding experience while preparing a skilled, compassionate frontline workforce to respond effectively to people experiencing emotional distress. The coordinator oversees staff and volunteer crisis line training, supports volunteer recruitment and onboarding, evaluates trainees’ performance, and develops training materials and continuing education. The position also collaborates with internal teams to keep training current, culturally responsive, and aligned with agency and community needs. It is a hybrid position based in Century City, California; candidates must be based in Southern California and available to work on-site and travel as needed.
Requirements
- High school diploma or equivalent.
- At least two years of experience working in a mental health-related position, including at least three years of crisis line or support hotline experience.
- Working knowledge of mental health services and suicide prevention services.
- Working knowledge of agency policies and procedures, HIPAA, DMH, Department of Social Services, and other state and federal regulations related to outpatient and crisis line services.
- Advanced ability to present ideas, information, and viewpoints clearly, verbally and in writing.
- Strong organizational skills to manage multiple projects simultaneously.
- Effective collaboration and relationship-building skills.
- Telephone and personal computer skills, including word processing, spreadsheets, and related software.
- Ability to use analysis, experience, and judgment to make effective decisions.
- Must be based in Southern California and available to work on-site and travel as needed.
Nice To Haves
- Previous experience facilitating trainings.
- Previous experience working with volunteers.
Responsibilities
- Coordinate all aspects of staff and volunteer crisis line training, including scheduling lectures and activities, delivering curriculum, modeling live calls, facilitating debriefs, leading role plays, and handling related training coordination tasks.
- Support volunteer recruitment and onboarding by reviewing applications, conducting interviews, collaborating with Human Resources on background clearance, and processing onboarding paperwork with Volunteer Coordinators.
- Track and evaluate staff and volunteer performance during training, follow up on concerns, provide coaching and documentation, and escalate concerns to the designated Program or Volunteer Coordinator as appropriate.
- Collaborate with Program and Volunteer Coordinators on post-training counselor support plans, including targeted retraining, role plays, performance coaching, and on-shift support strategies.
- Develop and maintain training content, including manuals, handouts, role-play scenarios, lecture materials, and experiential learning activities, and identify improvements based on feedback.
- Coordinate continuing education with Quality Improvement, track compliance with annual training requirements, and facilitate Lunch & Learn in-service presentations.
- Provide ongoing training to staff and volunteers.
- Serve as an ASIST and SafeTalk trainer as needed.
- Maintain training paperwork, statistics, and related follow-up.
- Collaborate with Quality Improvement, Wellness, Curriculum Design & Development, and Outreach to keep training up to date, culturally responsive, and aligned with agency and community needs.
- Participate in weekly supervision, team meetings, and climate survey reviews, offering feedback and proposing solutions to leadership based on program needs and staff and volunteer concerns.
- Maintain current knowledge of suicide prevention and best practices through literature review and attendance at workshops and seminars.
Benefits
- Potential eligibility for loan repayment programs; candidates are encouraged to ask about programs available through Didi Hirsch.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
