Chat and Text Supervisor

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🏄 California – Remote

🏄 California – Remote

💵 $28 / hour

⏱ Part Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Didi Hirsch Mental Health Services

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 Non-profit

🧘 Wellness

📚 Education

Non-profit • Wellness • Education

Didi Hirsch Mental Health Services is a nonprofit organization that provides compassionate mental health, substance use, suicide prevention, and crisis counseling services to individuals, families, and communities, particularly those facing barriers to care. It operates 24/7 crisis hotlines (including Teen Line and the 988 Lifeline), offers outpatient and enhanced care programs, wildfire recovery and outreach, training and continuing education for mental health professionals and students, and runs community prevention and recovery initiatives. The organization also engages in fundraising, volunteer programs, public education, and partnerships to expand access to behavioral health care.

📋 Description

• Live monitors chat/text queues and counselor adherence to policies/practices ensuring smooth service delivery. • Observes, documents, and reports feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance. • Locates appropriate resources for crisis chat and text counselors while they are on a chat or text. • With support from the On-Call Supervisor, may make the determination of mandated reports and sending rescue to chat or text visitors. • Reports platform issues and other tech issues to program leadership and acts as the primary communication link between frontline staff and leadership, ensuring that operational incidents and challenges, employee concerns, clinical compliance requirements are properly documented and escalated. • Initiates debriefing sessions with crisis chat and text counselors after they have taken a chat or text. • Identifies crisis chat and text counselor training needs and provides individual support. • With support from Program Coordinators, monitors chat/text answer rates to ensure they remain at or above 95%. • Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch. • Fosters a positive and supportive work environment. • Takes chats and texts as needed to support program needs. • May participate in outreach and media related activities. • May participate in SPC training activities.

🎯 Requirements

• Must be 18 years or older. • Minimum two years of experience providing crisis intervention, suicide prevention, crisis response, and/or crisis line services. • Minimum one year of supervisory, lead, coaching, or team leadership experience. • Demonstrated experience supporting, coaching, and evaluating remote staff and/or volunteers. • Strong understanding of crisis line procedures, risk assessment, and suicide prevention best practices. • Have availability and flexibility to work the daytime, evening, overnight and weekend shifts. • Able to efficiently use the personal computer to include Microsoft Office Suite and crisis line software. • Support the values and mission of Didi Hirsch as related to employment. • Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state, federal regulations relating to emergency mental health services. • Present ideas, information, and viewpoints clearly, both verbally and in writing. • Have strong interpersonal skills, interact well with others, and effectively communicate to others when conflicts occur. • Demonstrate commitment to team objectives and Didi Hirsch philosophies. • Ability to adapt and be flexible to changes in protocol and program needs. • Current California driver’s license, car insurance, and a driving record acceptable to the Agency’s insurance carrier.

🏖️ Benefits

• Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.