Team Leader, 988 Crisis Chat

Netcare Corp. • Columbus, OH

105d

About The Position

Responsible for providing supervision and direction to both Ohio 988 and National 988 Chat clinicians, helping them to stay on task, complete 988 Chat duties effectively and efficiently. Responsible for providing crisis assessment and counseling via text/chat interactions, as it relates to mental health and/or alcohol and other drug crisis intervention coming in on National 988 Chat line.

Requirements

• LSW/LPC; LISW/LPCC.
• Experience with crisis call center preferred.

Responsibilities

• Monitor Ohio 988 and National 988 Chat clinicians' performance, and offer training, corrections and guidance.
• Assists in operations with keeping answer rate, answer speed and abandonment rate within industry standards.
• Completes performance appraisals of Ohio 988 and National 988 Chat staff.
• Completes timesheets of Ohio 988 and National 988 Chat staff.
• Supervises Ohio 988 and National 988 Chat staff who work Monday through Thursday; weekend Team Leader supervises Friday, Saturday, Sunday Ohio 988 and National 988 Chat staff.
• Leads regular 988 Chat team meetings and individual supervision meetings with each chat clinician.
• Acts as part of the team, triaging chat visitors via the chat/text platform through active engagement to assess for imminent risk of suicide and provide linkage to appropriate local community services and resources.
• De-escalates upset texter/chatters by using trauma informed techniques.
• Makes appropriate internal/external emergency and crisis intervention referrals for situations that are deemed imminent risk by 988 Lifeline standards.
• Maintains timely and complete documentation of services and activities, which meet the standards of Netcare, 988 Lifeline, and accrediting agencies.
• Operates and responds to live chat interaction requests, incorporating the process of 'dovetailing' (taking two chats at once) when appropriate.
• Responds to waiting text and chat requests within time parameters when on queue.
• Responds to all chat visitors with compassion and empathy, incorporating active listening skills, and supportive means of communication throughout.
• Utilizes Microsoft Teams instant messaging system to communicate with their team and individual clinicians throughout each shift.
• Participates in peer review as assigned.
• Assists with completing and tracking follow-up phone calls with 988 chat visitors depending on shift and need.
• Performs other duties as assigned.

What This Job Offers

• Number of Employees: 251-500 employees