988 Text & Chat Counselor Jobs

Description:

JOB TITLE: 988 Text & Chat Counselor

DEPARTMENT: Crisis Intervention and Suicide Prevention Center

REPORTS TO: Program Manager: Teen Crisis and Outreach Services

POSITION STATUS: Full-Time-Non-Exempt-40 hours per week- Hybrid Role (mix of in-person/remote work)

SALARY: $25-$27

DESCRIPTION:

StarVista is a 501(c)(3) nonprofit organization that has helped people of all ages throughout San Mateo County navigate life challenges for over 55 years. Our mental health, crisis intervention, youth housing, substance use, and early childhood services help thousands of individuals each year. StarVista’s services are rooted in strength-based, holistic practices and center diversity, equity and inclusion to ensure anyone who comes to StarVista can access support. StarVista’s values of respect, passion, partnerships, accountability, innovation and integrity foster an agency culture of support and growth.

PROGRAM DESCRIPTION:

The Crisis Intervention & Suicide Prevention Center (Crisis Center) operates the San Mateo County’s 24/7 Crisis

Hotline and is both a critical first point of contact for people in need of referrals to social services and a last

resort for people in crisis to reach out for help. The Crisis Center also provides crisis response and intervention through the Youth SOS Mobile Crisis Response Team, a 24/7 service for anyone ages 0-25 in the county experiencing an increase in mental health symptoms.

The Crisis Center team also provides follow up services to clients and operates a peer-to-peer teen chat and text service via sanmateocrisis.org. Additionally, the Crisis Center staff also provide education and training across San Mateo County to youth, school faculty, community groups and associations, law enforcement agencies, health systems and other interested parties about the myths and facts of suicide, suicide risk factors, warning signs, and what to do if someone is contemplating suicide.

POSITION PURPOSE AND OBJECTIVES:

The Star Vista Crisis Center supports the 988 National Text & Chat lines by providing text-based support to Californians accessing the national 988 Suicide & Crisis Lifeline. The 988 Text & Chat Counselor will provide compassionate, nonjudgmental support to 988 service users while using best practices to assess for suicide, intervene in mental health crisis, and direct users to local resources. StarVista Crisis Center provides 988 Text & Chat coverage between 12pm-10pm Monday-Friday. Shift coverage for 988 will expand to seven days a week by the end of 2023.

The 988 Text & Chat Counselor also provides occasional supervision to youth volunteers on Teen Crisis Services, a peer-based mental health service offered over two platforms, text & chat, to San Mateo County teens 13+. While supervising, staff provide support and guidance to youth volunteers on how to support service users, as well as maintaining the safety of volunteers and service users by initiating rescues, reporting out, and monitoring ongoing chats and texts. Teen Crisis Services operates pm-10pm, Monday-Friday.

Requirements:

ESSENTIAL JOB FUNCTIONS:

• Represent StarVista Crisis Center at community events and share information about all Crisis Center services, exhibiting professionalism and positive engagement with members of the public.
• Create and maintain accurate documentation relating to 988 Text & Chat, Teen Crisis Services, Outreach events, and presentations using effective record keeping and data reporting practices.
• Supervise, mentor, and provide support and guidance to Teen Crisis Services youth volunteers as they are interacting with service users, including what would be most helpful to say, resources for the chatter, crisis de-escalation techniques, and debriefing afterwards.
• Collect and analyze data from program services, reporting on trends, discrepancies, and overall service delivery under the direction of the Program Manager.
• Some evenings and weekends are required with advance notice.
• Answer chat and text requests in a timely manner from service users on Teen Crisis Services if the volunteers are occupied.
• Be responsible for maintaining the safety of Teen Crisis Services, including mandatory reporting, applying program procedure and policy, and debriefing with youth volunteers.
• Provide suicide risk assessments, crisis intervention, crisis de-escalation, resource navigation and emotional support to all service users for the 988 Text & Chat Line and Teen Crisis Services, triaging service requests as needed.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Utilize the internal OnCall system for consultation for 988 Chat & Text and Teen Crisis Services, following program policy when initiating rescues, involving crisis response and emergency services, and making mandatory reports.
• Enjoys working with youth and mentoring youth
• Ability to handle multiple tasks with a minimum of supervision
• Strong professional boundaries with youth volunteers
• Ability to use sound and ethical judgment
• Ability to commit to a weekly shift schedule for 988 Text & Chat and Teen Crisis Services. Shifts range from 4-6 hours between the hours of 12pm-10pm, Monday-Friday.
• Completion of Crisis Center training program and any other mandatory training as required.
• Ability to follow established protocol
• Strong leadership skills
• Interest in mental health and crisis support direct services
• Punctual and dependable
• Check in regularly with the supervisor, reporting any issues or challenges regarding service delivery or tasks.
• Attending all program and team meetings, agency-wide training and events, continuing education and other training as assigned, other duties as assigned.
• Develop knowledge of San Mateo County community resources and be able to recommend appropriate services to service users.
• Able to function as part of a team and possess strong interpersonal skills

MINIMUM QUALIFICATIONS:

• Ability and willingness to work flexible hours.
• Must pass live scan background check and TB clearance.
• Willingness to continuously improve skills and explore areas of growth through supervision, continuing education, and individual development.
• Able to adhere to assigned schedules, timelines, deadlines; punctuality & dependability.
• Skilled in use of technology including multiple online chat programs, computer (PC), laptop, software including Microsoft Word, PowerPoint, Excel, Outlook, and Microsoft Teams.
• Must live in the SF Bay Area.
• Work collaboratively with others and accept constructive feedback from volunteers, staff, and service users
• Must be at least 18 years of age. Experience working with youth a plus, experience in crisis services a plus.
• Communicate effectively and compassionately with volunteers, staff, and service users.
• Adherence to all StarVista and Crisis Center policies and procedures.

BENEFITS:

• Vacation Time
• Retirement Plan (non-matching)
• Medical
• Flexible Spending Account / Dependent Care Spending Account
• Vision
• Holiday Pay
• Basic Life & AD&D
• Sick Time
• Birthday Floating Holiday
• Dental
• Employee Assistance Program
• Personal Time

We encourage you to apply if you think you would be a great fit but do not meet the preferred education/experience level. We welcome folks from all backgrounds and lived experiences and would love to learn more about how you may be a great fit for this role.