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Text Line Training Program Assistant

Text Line Training Program Assistant

Crisis Support Services of Alameda CountyOakland, CA, US
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Text Line Training Program Assistant

This role is part of the Training Team and will work closely with the Training Program Coordinators and the Training Program Manager. The Text Line Training Program Assistant position focuses on assisting the Training Program in training Text Line trainees but will also be responsible for training Crisis Line trainees as needed. This position aims to foster positive morale and motivation among these groups while supporting the agency's mission and goals. Additionally, it involves reviewing, designing, and implementing training materials and facilitating training sessions that adhere to best practice standards set by the American Association of Suicidology, the National Suicide Prevention Lifeline, and 988 / Vibrant.

This is a fulltime (40 hours per week) position. This position must be available to work set days of Tuesdays, Wednesdays, Thursdays, Saturdays, and Sundays. Availability to work evenings to support training needs is required. Spending at least 8 hours weekly on-site is required. Schedule flexibility to accommodate specific training needs is required. Attendance at agency-wide staff meetings, consultation meetings, and bi-monthly and weekly Crisis Services Department and Training Team meetings is necessary. Weekly attendance of a 2 hour of Text Line Program Meeting is required on Thursdays from 2 : 10pm to 4pm. Two 4-hour Text Line shifts per week are required : Saturday 8am-12pm and Sunday 4pm-8pm. Schedule requirements may change in the future with no supervision.

The Text Line Training Program Assistant reports to the Training Program Manager, from whom they will receive at least 60 minutes of individual supervision per week. The Text Line Training Program Assistant will also attend a weekly collaborative 1-2 hour Training Team meeting. This position will also receive 1.5 hours of group consultation from the Text Line Program per week on Thursdays 5 : 30PM-7PM. This position is also strongly encouraged to attend all Staff Meetings on the 2nd and 4th Wednesday of each month from 9 : 30 to 10 : 45 a.m. This position will utilize consultation as needed. Meeting times are subject to change in the future with notice.

The Text Line Training Program Assistant will support primarily with direct training of new volunteers and staff. This position will also support the selection, training, and supervision of trainers to assist in the training of new volunteers. The Text Line Training Program Assistant has the authority to provide feedback and coaching to trainees. This position has the authority to recommend programmatic needs and policies and procedures that improve, clarify, and support the Text Line program operation and quality assurance. In addition, the position can interview and accept volunteers into the training program and recommend termination of training and volunteer contracts to Text Line administration.

Typical Duties and Key Responsibilities

Program Standards

  • Maintain and update training materials for consistency and current best practices / standards of care
  • Develop and implement training classes that are appropriate for the Text Line Program
  • Support and implement program-wide training of Text Line program standards, policies and procedures
  • In collaboration with the Crisis Services Department Director, Program Managers and Coordinators, design and implement Text Line Program Standards in policy and protocols

Training

  • Facilitate training classes for new staff and volunteer trainees via classes, Skills Practice sessions, and Shadow Shifts - including the selection and assignment of additional classroom facilitators to assist with training
  • Participate in Shadow Shift training as needed for staff and volunteers
  • Facilitate or ensure completion of any make-up training classes, Skills Practice Sessions, and Shadow Shifts as needed
  • Oversee record-keeping on attendance
  • Provide support to trainees throughout the training process and address any trainee concerns promptly
  • Support in communicating with trainees about deadlines for asynchronous training (e.g., quizzes, reflection assignments)
  • Utilize evaluation tools and gather feedback from participants for the evaluation of training classes and facilitators

    • Trainer Development and Support

  • Support Shift Supervisors, Text Counselors, and volunteers in their roles as trainers
  • Recruit and train new trainers
  • Create and facilitate opportunities for trainer support and recognition, such as trainer meetings or visiting shifts to give trainers support and feedback

    • On-Shift Training Oversight

  • Support the Training Team in meeting with trainers / trainees at midway point and at graduation (Role Play Assessment and Closing Interview)
  • Address concerns and red flag issues with trainers and trainees promptly
  • Maintain and update the Training Workbook and other relevant training materials
  • Evaluate the performance of on-shift trainers

    • Programmatic Duties

  • Support screening of new volunteers including phone screening, interviewing, and onboarding including gathering all necessary paperwork & communications and coordinating with HR
  • Assist with the development, maintenance, and upkeep of training materials as needed (e.g., feedback forms, quizzes, and / or other materials pertaining to trainee development) so they reflect current agency policy and procedures
  • Utilize evaluation tools and gather feedback from participants for the evaluation of training class content, training facilitators, and trainee performance

    • Volunteer and Training Measurements and Reports

  • Maintain current records and provide quarterly reports
  • Measure number of volunteer inquiries, number of interviews, number of people who were accepted into the training program, and number of people who graduated from the training program

    • Supervision

  • Provide day-to-day consultation and supervisory oversight regarding clinical issues to volunteers, interns, and Crisis Services Department staff

    • Direct Service

  • Answer chats / texts via Alameda County Text Line and 988 Lifeline for at least 2 four-hour weekly shifts
  • Assess all texters and chat visitors for suicide risk
  • Provide outreach support to high-risk contacts via phone call and text
  • Triage sessions on our 24-hour local text line
  • Document every contact / interaction
  • Provide resources to texters and chat visitors as appropriate

    • Performs other duties as assigned.

    Minimum Qualifications

  • Understanding of laws and regulations regarding mental health and social service programs and the ability to apply state, federal, and local regulations related to client care in the Crisis Line and Text Line programs
  • Crisis or Text Line experience required
  • Flexibility and availability afternoons, evenings, and weekends
  • Ability to work independently and as part of a team
  • Ability to utilize supervision and consultation
  • Commitment to ongoing self-reflection and ability to lead with values of cultural humility
  • Ability to effectively, sensitively, and respectfully relate to people from different cultural groups
  • Ability to consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care
  • Excellent public speaking, writing, interpersonal, and organizational skills
  • Experience teaching classes, facilitating group discussions, responding to feedback, and providing specific, detailed feedback
  • Proficiency in using Microsoft Office (Excel, PowerPoint, Word) and gSuite including Docs, Sheets, and Slides

    • Benefits

    The position is eligible for the following benefits : prorated medical benefits, 14 paid holidays per year, sick time, vacation time, floating holiday time, and retirement plan.

    About Crisis Support Services of Alameda County

    Founded in 1966, Crisis Support Services of Alameda County offers a broad range of counseling, education and prevention services in a safe environment. CSS' 24-hour crisis hotline responds to more than 65,000 calls each year. Services include on-going therapy groups, school-based counseling, supportive services for seniors, suicide prevention for youth; and community education. Crisis Support Services of Alameda County recognizes and understands the impact of trauma including the challenge of accessing supportive services. Our mission is to provide a welcoming and safe environment, rooted in the belief that through collaboration with clients at every stage of service healing is possible. We invite you to learn more about our agency by exploring our website.

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