Youth Crisis Line Team Lead

Lines for Life•Portland, OR

2d•$24 - $29•Hybrid

About The Position

YouthLine is a free peer-to-peer help, support, and crisis line for youth ages 10-24. For over 20 years, the YouthLine has helped support the mental wellness of young people, prevent youth suicide, and change culture around mental wellbeing through teen-to-teen mental health support. Teen and young adult volunteers and interns receive extensive training to serve as peer counselors for other youth and are supervised by educated clinicians with extensive crisis experience. The peer experience is critical: youth best understand the experience of their peers because they are living the same experience, uniquely situating them to provide meaningful, impactful support for youth in crisis. Join us in creating a community where teens can lean on each other, find strength, and discover pathways to healing. Together, we can change lives—one conversation at a time! This position will supervise, assist, and mentor YouthLine Peer Helpers and Coaching Volunteers between the hours of 3:30 PM – 10:30 PM with clinical support from a Master’s level Supervisor. YouthLine Team Leads oversee volunteers and interns answering acute crisis and referral calls, texts, and chats with care and compassion on the YouthLine, assist with quality assurance monitoring, and build community and positive relationships with youth focusing on inclusion and youth development. This position is primarily a mentorship and supportive role for the YouthLine youth volunteers but will answer crisis contacts daily outside of hours when youth volunteers and interns are present.

Requirements

Bachelor’s Degree in a related social sciences field or ability to meet Qualified Mental Health Associate (QMHA) qualifications through a combination of training, education, and experience.
Crisis Intervention Experience preferred and ability to attend YouthLine Trainings and an Applied Suicide Intervention Skills Training (ASIST) if not already completed.
Experience working with youth, including having the ability to establish rapport and mentor youth.
Consistently maintain boundaries with teen volunteers.
Proficient with a web-based computer environment, including the ability to use Office 365, text and chat software, multi-line phone systems, and electronic health records.
Excellent communication and interpersonal skills.
Ability to mentor youth.
Ability to multi-task and handle stress.
Must be available to regularly work from the Portland office between the hours of 12:30pm – 11:30 pm. This position will work 5 or 4 days per week, but the days may vary based on the scheduling needs.

Nice To Haves

Possess a Master's degree in a related field
Live and work from Oregon
Work in the office 3 days per week
Possess LPC/LCSW or similar credentials

Responsibilities

Demonstrate the culture of Lines for Life by modeling behavior that supports the goals and philosophies of Lines for Life and the YouthLine.
Provide in person assistance and support to teen peer volunteers with answering calls, texts, and chats on the YouthLine, a teen-to-teen crisis and help line, with compassion in accordance with Lines for Life’s training expectations and scope.
Consult with YouthLine Supervisors on complex calls, texts, and chats.
Establish rapport with YouthLine volunteers and callers, and act as a resource of knowledge and systems use for volunteers.
Collaborate with the Youth Development team on providing ongoing mentoring and development for youth volunteers and interns.
Maintain YouthLine contact procedures.
Establish and promote community and inclusiveness between youth volunteers and staff members by creating a welcoming, caring environment
Implement and follow all protocols and procedures for supporting youth who reach out to the YouthLine help, support, and crisis line.
Work independently in managing calls, texts, and chats that reach an acuity level that is more appropriate for staff than youth volunteers.
Troubleshoot and problem-solve various technology issues that arise in the YouthLine call center.
Answer calls, texts, and chats from youth contacts daily outside of hours when youth volunteers and interns are not present.
Identify appropriate, available resources that can be provided to contacts and support the efforts of the YouthLine.
Attend weekly and monthly meetings including, but not limited to: weekly individual supervision, weekly clinical supervision, bi-weekly Operations staff meetings, monthly YouthLine all-staff meetings, and monthly Lines for Life staff meetings.
Complete Flex Times tasks weekly when not supervising or taking contacts on the help, support, and crisis line.
Performs other duties, such as call center cleaning and light maintenance, and administrative and organizational tasks as needed.