Job Details
Description
Summary
Chat/Text Counselors will be responsible for utilizing Crisis Chat and Text services to provide crisis intervention, emotional support, and resources to all help-seekers. The position will be fully remote, with the option to work on-site. A high emphasis is placed on quality assurance for this role.
Primary Duties
• Offers crisis-counseling services via chat and text.
• Completes risk assessment, safety planning, de-escalation, and follow-up with Chat/Text visitors.
• Serves as a mandated reporter in cases of suspected abuse or neglect.
• Is familiar with resources and providing information and referrals to visitors as appropriate.
• Maintains accurate and detailed chat/text reports. Documentation must be completed in real time.
• Completes 1.5 chats/texts per hour (on average).
• Fulfills continuing education requirements as requested or required for the agency and the Suicide Prevention Center program.
• Assists in the training process of new counselors.
• Participates in community outreach events such as resources tables and presentation about
suicide prevention as needed.
• Attends routinely scheduled meetings for the Suicide Prevention Center.
Secondary Duties
• Performs related duties as requested.
HIPAA Privacy Standards Compliance
(All items listed below are a condition of continued employment):
The employee in this position will:
• Not use or disclose protected health information about any client or other party in compliance with Didi Hirsch’s policies related to state or federal laws such as Health Insurance Portability and
Accountability Act (HIPAA).
• Use appropriate safeguards to protect the confidentiality of such information.
• Report to management any use or disclosure of protected health information not permitted by Agency policies related to state or federal laws such as HIPAA.
• Participate in training or briefings on HIPAA information as scheduled.
• Consult with supervisor on any issues or questions about compliance under Didi Hirsch’s policies related to state or federal laws such as HIPAA.
Supervisory Responsibility
• The employee in this position has no supervisory responsibility.
Environment/Working Conditions
The employee in this position:
• Strives to be flexible and adapts to change.
• Responds resourcefully to new demands and challenges.
• Works effectively with and without distraction.
• Maintains a constructive and positive outlook.
• Works in community service facilities that are mostly clean and comfortable.
• May be exposed to volatile and emotional clients with psychiatric disabilities.
Physical Activity
In the course of performing this work, the employee in this position:
• Will spend time sitting, standing, walking, reaching, speaking, and listening.
• Must regularly lift and/or move up to 10 pounds, and may occasionally lift and/or move up to 25 pounds.
• Is expected to travel via personal vehicle or public transportation to attend off site meetings.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Equipment Operation
The employee in this position may operate any/all of the following equipment:
• Telephone/fax
• Computer, printer, and related equipment
• Copy machine
• Adding machine/calculator
• Personal automobile
Computer software may include any or all of the following:
• Microsoft Word, Excel, PowerPoint, Outlook
• Relevant CCS and CRM programs
Position Requirements
These specifications are general guidelines based upon the minimum, ordinarily considered essential, to satisfactory performance in this position. Individual skills and abilities may result in some deviation from these guidelines.
To perform effectively in this position, the employee in this position is required to:
• Possess a high school Diploma or equivalent.
• Be 18 years of age or older.
• Have high speed internet with an active Ethernet connection, and a quiet/confidential workspace.
• Be empathetic, flexible, and adaptable to varying situations.
• Have open availability and flexibility to work within the Chat/Text program’s operating hours, including weekends and holidays.
• Be reliable and able to adhere to schedules based upon Chat/Text program needs
• Have successfully completed the Suicide Prevention training program which includes ASIST training.
• Complete yearly trainings as required by Lifeline.
• Have knowledge of all job specific skills including risk assessment, data collection, and chat/text triage.
• Possess strong interpersonal skills and can positively interact with others.
• Have outstanding communication skills with the ability to engage any individual regardless of background.
• Exceptional at multi-tasking and time management, able to drive multiple pieces of work forward simultaneously while meeting all deadlines.
• Goal-oriented team player with strong experience working in large and complex systems.
• Current California driver’s license and a driving record acceptable to the Agency’s insurance
carrier.
• A commitment to team objectives and Didi Hirsch philosophies.
• Successfully pass our pre-employment screening, including a background check and live scan fingerprinting.
Qualifications
Education
Required
High School or better.
