Job Description
At arenaflex, we are dedicated to providing exceptional crisis intervention services to individuals in need. Our team of compassionate and skilled professionals is committed to making a positive impact in the lives of those we serve. As an Experienced Crisis Chat Text Supervisor, you will play a vital role in ensuring the highest level of quality and care in our crisis chat and text services. **About arenaflex** arenaflex is a leading provider of crisis intervention services, committed to delivering innovative and effective solutions to individuals in crisis. Our team of experts is passionate about making a difference in the lives of those we serve, and we are seeking a highly skilled and compassionate Crisis Chat Text Supervisor to join our team. **Responsibilities** As a Crisis Chat Text Supervisor, you will be responsible for providing supervision to Crisis Chat Counselors and ensuring that they receive the support and guidance they need to provide exceptional care to our chat and text visitors. Your key responsibilities will include: * Conducting assessments of each chat and text visitor to determine the appropriate means of intervention * Performing risk assessments, safety planning, de-escalation, and follow-up with chat and text visitors * Building positive rapport and providing crisis intervention with a wide range of chat and text visitors * Intervening appropriately with suicidal chat and text visitors, including making assessments and coordinating with emergency responders when necessary * Familiarizing with resources and providing information and referrals to visitors as appropriate * Responding to crisis chat and text visitors as needed to support Counselors on shift * Ensuring thorough documentation is completed for all crisis chat and text interactions * Monitoring that each Counselor completes 1.5 chats/texts per hour and that the program responds to 2,171 chats/texts per month * Providing daily ongoing monitoring of chats and texts to ensure quality, with Counselors expected to score a minimum of 75% on quality evaluations * Maintaining an answer rate of 85% within the first 5 weeks to retain remote work status * Conducting weekly individual supervision sessions with Counselors and completing weekly quality assurance reports * Completing performance evaluations and yearly reviews for Counselors * Providing training to new Crisis Chat Counselors and completing monthly Lifeline/Vibrant QA/QI reports * Meeting regularly with the Assistant Director of Crisis Services to discuss program operations and improvements * Adhering to call center program policies, procedures, and schedules based on call center needs **Requirements** To be successful in this role, you will need to possess the following qualifications: * Bachelor's degree required; Master's Degree in Counseling or Social Work preferred * 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention, and intervention * Proficient computer skills with various software, particularly Microsoft Products * Excellent oral and written communication skills * Ability to function successfully in an environment requiring immediate response to urgent situations * Knowledge of and familiarity with local and statewide community resources * Strong analytical and problem-solving skills **Nice-to-haves** While not required, the following qualifications would be beneficial in this role: * Experience in a supervisory role within a crisis intervention setting * Familiarity with telehealth technologies and platforms * Additional certifications in mental health or crisis intervention **Benefits** As a valued member of our team, you will enjoy a comprehensive benefits package, including: * Medical insurance * Dental insurance * Vision insurance * $50,000 of term life insurance * Short-term disability insurance * Long-term disability insurance * 403(b) retirement plan with 2% match * Social Security participation * Worker's Compensation * Unemployment insurance * Professional liability insurance * Flex time for exempt employees * Employee Assistance Program (EAP) * Vacation accrual * Paid holidays * Personal leave * Sick leave * Family and Medical Leave Act (FMLA) * Military Leave * Civil Leave * Bereavement Leave * Training Leave * Inclement weather options * Mileage reimbursement **Why join arenaflex?** At arenaflex, we are committed to creating a work environment that is supportive, inclusive, and empowering. We believe in the importance of work-life balance and offer a range of benefits and perks to support your well-being. As a Crisis Chat Text Supervisor, you will have the opportunity to make a meaningful difference in the lives of those we serve, while also developing your skills and expertise in a dynamic and fast-paced environment. **How to apply** If you are a compassionate and skilled professional with a passion for crisis intervention services, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity. Apply for this job