Full Time Text Line Counselor

Crisis Support Services of Alameda County•Oakland, CA

3d•$25•Remote

About The Position

Position Title: Text Line Counselor Reports to: Text Line Program Coordinators and Program Manager Location: 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. Shift Schedule can be found here. [https://docs.google.com/spreadsheets/d/1jJ2yb1UszIXeGUrroZsY7tOdETmpkOM8bT3UyPNJmZg/edit?gid=0#gid=0] Training Schedule can be found here.[https://docs.google.com/spreadsheets/d/1f-Oss420npDO0C_OlEfayodFfUR95MIRANghP7C2Vcs/edit?gid=0#gid=0] Pay: $25 per hour base pay with shift differentials (up to $5 per hour) for evening, weekend, and overnight shifts Benefits: Employees who work more than 20hrs/week are eligible for medical, dental, and retirement plans. Crisis Support Services of Alameda County (www.crisissupport.org), 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 Summary The 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. All staff are also highly encouraged to attend remote staff meetings 2nd and 4th Wednesdays 9:30AM-10:45AM.

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
Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms
One year of mental health work experience required.
Must complete Background Check (DoJ) and LiveScan
Must live within a 100 mile radius of Oakland, CA 94609
Must be able to commute onsite to fulfill the role's onsite requirements
Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine.) Or have a valid religious or medical exemption.
Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for taking text sessions, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Nice To Haves

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.

Responsibilities

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
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
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