Native and Strong Lifeline Chat & Text Crisis Counselor Shift Lead

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. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

About Crisis Care Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention/intervention, crisis counseling, and professional consultation. We support communities by providing crisis intervention services, behavioral health evaluations, and referrals to appropriate resources. CCRS operates regional and 988 crisis lines throughout Washington State, fostering Diversity, Equity, and Inclusion in alignment with our core values: respect, allyship, integrity, stewardship, and empathy.

General Function:

This full-time, hourly position supports the operations of the Native and Strong Lifeline by providing ongoing coaching to new and existing staff, conducting case consultations, and collaborating with the Program Coordinator to ensure program efficiency, high-quality customer service, and compliance with contractual obligations and accreditation standards. The position oversees a team of Tribal Crisis Counselors and assists the Native and Strong Lifeline Coordinator with overall program supervision. Flexibility and shift work are required.

Principal Activities:

• Provide real-time feedback to staff on call handling and customer service
• Prepare written QA/QI reports for assigned staff
• Participate in training new staff and provide ongoing coaching and mentoring
• Assist in developing and maintaining remote platforms for training, supervision, and support
• Offer clinical consultation to staff and assist with complex cases
• Troubleshoot technology/workstation issues and collaborate with the Technology Operations Manager and IT team for resolutions
• Answer Native and Strong Lifeline calls, providing emotional support and using suicide intervention and follow-up techniques as needed
• Schedule and facilitate breaks with minimal impact on call metrics
• Assist the Program Coordinator in managing shift coverage for absences
• Report changes in staff hours to the Program Coordinator via email
• Provide weekly staffing reports to the Program Coordinator during Shift Lead meetings
• Adhere to program policies and legal requirements, ensuring compliance with contracts and laws
• Support staff in complying with HIPAA, mandated reporting, and legal requirements, including imminent risk and Police Interventions, CPS & APS referrals, and Tarasoff Duty to Warn
• Consult with the Program Coordinator and Master’s level Crisis Shift Managers on compliance-related issues
• Ensure exceptional customer service and effective program operations
• Uphold policies and procedures while fostering a trauma-informed, supportive, and inclusive environment
• Actively contribute to the Behavioral Health management team
• Complete required training
• Contribute to an environment that focuses on ensuring integrity, respect, accountability, and trauma informed service
• Other duties as assigned

#voaww2

Qualifications

Requirements:

• Tribally affiliated. This can either be tribal enrollment or descendancy with ties to a tribal community
• High school diploma or equivalent preferred
• Knowledge of Native populations in Washington State preferred
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
• Passing a typing test with a score of 35 WPM or higher
• Demonstrates respect for diversity

Required Skills:

• Fluency in English (oral and written)
• 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
• 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 and well-functioning Native and Strong team
• Exceptional quality of care to all program staff and clients
• Meet key performance indicators as defined by funder, contractual, and accreditation requirements
• Excellent organizational skills, open communication, and addressing issues in the call center as they arise

Equal Employment Opportunity Statement:

At VOAWW, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different experiences and backgrounds, who share a passion for improving people's lives. The diversity of our employees is our greatest strength and includes all races, gender identities, age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.