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Role Description

The Text Line Counselor position answers texts through both our Local Alameda County Text Line and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts.

• Establish rapport, build connections with texters, and take responsibility for texter feedback.
• Recognize that texter-centered solutions and connectedness are key to providing crisis line intervention.
• Display confidence and composure in crisis situations.
• Communicate effectively and compassionately with volunteers, staff, and texters.
• Work collaboratively with others and openness to constructive feedback.
• Work independently using creativity and resourcefulness.
• Willingness to continuously improve skills through supervision, research, and individual development.
• Provide direct service on our Alameda County Text Line and the 988 Text Line.
• Respond to third party texters and chat visitors.
• Provide outreach support to high risk contacts via text and phone call as needed.
• Accurately document staff hours in timesheets and MAA sheets.
• Document contact notes for each and every chat and text session.
• Utilize consultation as required.
• After consultation with a supervisor, make outreach contacts and referrals to CPS, APS, and emergency services in a timely manner for mandated reporting and imminent risk situations.
• Refer texters presenting with medium-high risk for suicide to the follow-up program.
• Connect texters in crisis with the appropriate level of care.
• Actively participate in weekly pod supervision.
• Maintain confidentiality of other counselors and text/chat visitors.
• Other duties as needed.

Qualifications

• Requires comparable mental health work experience or graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field.
• Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms.
• Flexibility and availability evenings, overnights and weekends.
• Experience applying a diversity, equity, inclusion, and belonging lens to work in mental health field.
• Ability to utilize supervision.
• Excellent interpersonal and communication skills.
• Values working cooperatively with others.
• Ability to manage deadlines / handle confidential information in professional manner.
• Sensitive to the cultural and ethnic diversity of Alameda County.
• Preferred one year of crisis work or text/chat counseling experience - including completion of crisis counseling training.

Requirements

• Must complete Background Check (DoJ) and LiveScan.
• Must live within a 100 mile radius of Oakland, CA 94609.
• Must be able to commute onsite to fulfill the role's onsite requirements.
• Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.
• Must have access to a secure internet connection, a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Benefits

• Medical, Dental, Vision insurance eligibility.
• Retirement plan eligibility with 2% employer match.
• 13 paid holidays.
• Paid sick time off, paid vacation and paid floating holidays available.

Agency Mission & Values

Agency Mission: To reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent the suicide of those who are actively suicidal, and to offer hope and caring during times of hopelessness.

Agency Values: We care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.

Justice, Equity, Diversity, and Inclusion Statement: CSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort.