Crisis Services Quality Assurance Program Assistant

Crisis Support Services of Alameda County is dedicated to providing support to individuals in crisis, and they are seeking a Crisis Services Quality Assurance Program Assistant to join their team. This role involves providing administrative support to ensure the smooth operation of the quality assurance department for the text line program, along with responsibilities in training, scheduling, and quality assurance activities.

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
• 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
• 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

Skills

• 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 Services and Text Line Program and CSS policies and procedures
• 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
• 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

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