Crisis Support Services of Alameda County ยท 1 day ago
Crisis Services Quality Assurance Program Assistant
Oakland, CA
Full-time
Onsite
New Grad, Entry Level
$31/hr - $31/hrCrisis Support Services of Alameda County is dedicated to providing support during times of crisis and preventing suicide. The Crisis Services Quality Assurance Program Assistant will provide administrative support to ensure the smooth operations and quality assurance of the text line program, while also collaborating with various departments to improve processes.
EducationHealth CareNon ProfitPersonal Development
Responsibilities
This position requires 8 hours of direct service taking text/chat on 988 and our 24 hour local text line, and picking up text line shifts as needed
Training will encompass Text/Chat direct service, Silent Monitoring support for Call services, and Shift Supervisor training
This position attends 1.5 hours of Text/Chat services group supervision
Assist in the accurate recordkeeping of the text line schedule, google calendar, and baseline schedule rosters
The Crisis Services QA PA is expected to assist in the ethical and professional adherence (regulations relating to accuracy, completeness) of data reviewed across the following projects in Quality Assurance
The position may identify areas for training and improvement across Crisis Services
Recordkeeping - routinely collaborating with QA Data Analyst Manager to tend to Apricot Requests in the last week of the month
Merge duplicate chat/text profiles on Apricot
Add chat/text contact notes into Apricot from when Apricot is down
Assisting in ensuring the completeness of Apricot profiles to reflect documented caller demographics and relevant information to their care as disclosed
Assisting in the review and analysis of notes answered and documented per shift, as needed
High-risk Communication Review - SRI 4-5
Silent Monitoring Program
Supporting staff training (shift supervisors, program assistant, coordinators) on silent monitoring protocols
Performing monitoring for text line and crisis line under the direction of the Crisis Services QA Coordinator in the Silent Monitoring Program
Live and post-interaction review, reviewing contact records
Silent monitoring of live calls and text line transcripts in accordance with guidelines for Silent Monitoring set forth by 988 protocols, scheduled in collaboration with the Crisis Services QA Coordinator
Assisting in the dissemination of feedback and finding reports to volunteers, interns, staff, supervisors and directors
Opportunity to collaborate with other departments to further process improvement
Support with maintaining updated text volunteer and staff Apricot profiles, coordinating with the Text line team and Human Resources as appropriate to ensure accurate record-keeping
Assist Text admin with checking Unified Platform open case notes and open technical support tickets on Vibrant Exchange
Join Admin meetings to provide quality assurance-informed insight:
Thurs 2p-3p weekly
Wed 11am-12pm 1st and 3rd weeks
The position will have the authority to recommend policies and procedures that improve, clarify, and support crisis and text line program operations and quality assurance
The position can recommend feedback, coaching, and disciplinary actions to crisis and text line administration regarding shift supervisor, intern, apprentice, and volunteer performance
Qualification
Required
Ability to consistently demonstrate behaviors in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, contact care, and community care
Commitment to ongoing self reflection and ability to lead with values of cultural humility is required
Capacity to demonstrate effective, sensitive, and respectful connection to various people from different cultural groups
Excellent communication and time management skills
Comfortable providing services on the local Text Line and 988 Unified Platform
Knowledge of crisis/text line counseling and remote text line work technology, mandated reporting, and crisis resources
Proficiency with Microsoft Office and Google Workplaces, specifically Google Calendar, Gmail, Docs and Sheets
Proof of vaccination against Covid-19 required
Must complete Background Check (DoJ and DMV) and LiveScan
Preferred
Ability to make decisions based on clinical and ethical judgment, data-informed insight, and legal considerations preferred
History of providing coaching and support to volunteers and interns preferred
Knowledge of Crisis Services and Text Line Program and CSS policies and procedures
Company
Crisis Support Services of Alameda County
Crisis Support Services of Alameda County offers counseling, education, and prevention services to the public.
Founded in 1966
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase