Native and Strong Lifeline Chat and Text Coordinator

Description

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This full-time, salaried position is responsible for assisting in the management and leadership of the Tribal Chat and Text program, including directly supervising the online/SMS crisis counseling staff. The Tribal Chat and Text Coordinator is responsible for contributing to the development, implementation, and maintenance of Quality Assurance/Quality Improvement (QA/QI) processes for the Chat and Text program. This position is responsible for assisting with direct service needs, including providing coverage as needed for responding to chats and texts and monitoring staff. This position works collaboratively with the Tribal Service Program Manager, Tribal Service Director, and Executive Director in reviewing policy, procedures, training, and business practices to ensure compliance with funder contractual obligations and accreditation standards.

Principal Activities:

• Provide supervision Chat and Text program, including responding to requests from Law Enforcement (LE), Child Protection Services (CPS), and Adult Protection Services (APS) as needed

• Conduct staff interviews and facilitate new hire onboarding processes, including interview follow-up, technology set-up, and HR paperwork

• Coordinate with Shift Leads on training logistics, including role plays and other training activities
• Perform daily live text monitoring, supervision, support, training, coaching of staff and management of schedules
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., LE welfare checks, CPS & APS referrals, Tarasoff Duty to Warn), assist staff in compliance with state and federal laws
• Collaborate with Shift Leads on monthly audits relating to reporting and quality improvement
• Review chat transcripts for Shift Leads daily, providing feedback as needed, and coordinate reviews
• Monitor staff compliance with schedule, live monitoring needs, and reporting procedures
• Review of timecards for accuracy and complete supervisory payroll duties each pay period
• Serve as a contact for questions and ongoing support; facilitate 1:1 training and coaching with staff
• Attend and participate in monthly conference calls and provide updates to funders as required
• Plan and facilitate a monthly continuing education meeting for Native and Strong Lifeline Chat & Text team
• Assist in retention and engagement strategies to continually energize existing Behavioral Health staff
• Be an active, contributing, positive member of the Behavioral Health management team
• Assist in meeting contract deliverables including attending meetings with Federal, State, and Tribal partners
• Actively participate in audit and accreditation activities
• Occasional travel to meetings and conferences

Required Skills:

• Fluency in English (oral and written). Experience communicating via instant messaging preferred
• Courteous, empathic, and professional demeanor
• Proficiency in Motivational Interviewing and active listening
• Strong problem-solving and information-gathering skills
• Superior communication skills to convey information clearly and effectively
• Ability to multitask, including talking and typing simultaneously
• Training in suicide prevention and intervention is strongly preferred
• Crisis intervention and call center experience strongly preferred
• Excellent computer skills including the ability to type quickly with few errors and be comfortable utilizing technology to provide online support
• Ability to work independently with minimal supervision
• Ability to work cooperatively with members of the general community and as a clinical team member
• Ability to take ownership of decisions and clinical feedback from direct supervisor
• Flexibility and ability to adapt to changes in the work environment and job duties
• Ability to take the initiative and seek information from available resources
• Respect for diversity and cultural competency
• Efficiency in documenting notes in electronic medical records

Home Office Technology Requirements

• High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof
• Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations
• No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery

Effect on End Results:

• Outstanding customer service by providing exceptional quality of care to all Tribal Services clients
• Maintaining a highly effective and efficient training program that enhances staff supervision and the QA/QI process
• Excellent management skills as evidenced by effective communication, addressing issues as they arise, ability to meet performance management requirements
• Routinely meeting contract metrics and deliverables

Qualifications

Requirements:

• Bachelor’s degree in behavioral science, counseling or related field
• Two (2) years of recent, directly related experience, including (1) year of supervisory experience
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
• Tribal affiliation required and knowledge of Washington state & Tribal behavioral health systems strongly preferred

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.

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