Youth Crisis Line Team Lead
About The Position
The YouthLine Team Lead assists and mentors YouthLine Peer Helpers and Coaching Volunteers during the 3:30 p.m.–10:30 p.m. operating hours, with clinical support from a Master’s-level Supervisor. The role is primarily focused on supporting volunteers rather than taking contacts, but may step in to respond to contacts when texting volumes are high. Team Leads may also assist with YouthLine outreach and education focused on social media, community partners, and schools. YouthLine is a free peer-to-peer help, support, and crisis line for young people ages 10–24. Teen and young adult volunteers and interns receive extensive training to provide peer counseling under the supervision of clinicians with crisis experience. Lines for Life is a regional nonprofit focused on preventing substance abuse and suicide through intervention, prevention, advocacy, education, and training. This is a full-time, non-exempt, 32-hour-per-week position based in Portland, Oregon. The schedule includes every Saturday, with the remaining days to be determined. The role requires regular availability to work in the Portland office between 3:30 p.m. and 10:30 p.m. The position reports to the YouthLine Managing Supervisor.
Requirements
- A bachelor’s degree in a related social sciences field, or the ability to meet Qualified Mental Health Associate (QMHA) qualifications through a combination of training, education, and experience.
- Experience working with youth, including the ability to establish rapport with and mentor youth.
- Ability to consistently maintain boundaries with teen volunteers.
- Proficiency in a web-based computer environment, including 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 multitask and handle stress.
- Availability to regularly work from the Portland office between 3:30 p.m. and 10:30 p.m.
- Availability for a schedule that includes every Saturday.
- Must be approved to work by the Oregon Department of Human Services’ Background Check Unit; background checks occur after a conditional offer.
Nice To Haves
- Crisis intervention experience.
- Ability to attend YouthLine Trainings and Applied Suicide Intervention Skills Training (ASIST) if not already completed.
- Ability to work a variety of days and maintain a flexible schedule.
Responsibilities
- Model behavior that supports the goals and philosophies of Lines for Life and YouthLine.
- Provide in-person assistance and support to teen peer volunteers responding to YouthLine calls, texts, and chats, in accordance with training expectations and scope.
- Consult with YouthLine Supervisors about complex calls, texts, and chats.
- Build rapport with YouthLine volunteers and callers, and serve as a resource on knowledge and systems use for volunteers.
- Debrief with YouthLine volunteers after texts, chats, and calls as needed.
- Help train new volunteers and support YouthLine’s mentorship program.
- Maintain YouthLine procedures.
- Independently triage YouthLine calls, texts, and chats to keep the lines available for callers in escalated crisis, and support the YouthLine supervisor with call-flow management.
- Participate in community outreach and education events and coordinate related activities.
- Attend monthly YouthLine staff meetings.
- Perform other duties as needed, including call-center and light-maintenance work, and administrative and organizational tasks.
- Respond to acute crisis and referral calls and texts with care and compassion; step in to take contacts when texting volumes are high.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short- and long-term disability coverage
- Life insurance premiums
- Matching 401(k) plan
- Flexible spending plan
- Access to professional development funds
- Licensure supervision at no cost to the employee
- PSLF repayment
- Employee assistance program
- Free Fitbit
- $1 per hour in-office shift differential for hours worked in the office when required to work in the office at least three days per week
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
