Chat & Text Supervisor Bilingual, Spanish – Per Diem

Chat & Text Supervisor Bilingual, Spanish – Per Diem (Olympic Suicide Prevention Center)

This is a remote position. The pay for this position is $30.00 per hour with $5.00 overnight differential.

Schedule is 0 weekly scheduled shifts, with the expectation to pick up a minimum of 8 hours monthly based on program needs. The preferred availability is from 9:00 AM – 5:00 PM PST.

This role requires a four-week remote training at the start of employment. The training occurs Monday-Friday, 9:00a-5:00p PST.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to nearly 200,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable.

As an organization, we value equity, diversity, and inclusion. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible. We intentionally recruit and retain a workforce that is reflective of the communities we serve and strive to cultivate a sense of belonging for them. We embrace employees and candidates from all backgrounds who want to help make this vision a reality.

Summary

As a Chat and Text Supervisor at Didi Hirsch, you will be instrumental in overseeing and supporting a dedicated team of counselors who provide critical crisis intervention services via chat and text. Your role will ensure that these services not only meet the highest standards of care but also adhere to all relevant contracts, policies, and guidelines, fostering a safe and supportive environment for Spanish-speaking individuals in crisis.

Primary Duties

• Manages and supports Spanish chat and text flow on the Crisis Line.
• Ensures the Spanish Bilingual Chat and Text counselors follow program standards, contracts, policies, procedures and guidelines.
• Listens and monitors Spanish Bilingual Chat and Text Counselor’s chats and texts.
• Researches and locates appropriate resources as applicable to assist Spanish Bilingual Chat and Text Counselors, while they are actively on a chat or text.
• Make determinations regarding possible mandated reports and emergency interventions, with the support/consultation from the On-Call Supervisor.
• Initiates debriefing sessions as needed with Spanish Bilingual Chat and Text Counselor(s) after completing a chat or text.
• Identifies Spanish Bilingual Chat and Text counselor training needs and provides individual support.
• Provides input and feedback for performance evaluations for Spanish Bilingual Chat and Text Counselors
• Provides input and feedback for evaluations of Spanish bilingual crisis chat and text counselors.
• Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch.
• Participates in Suicide Prevention Center training activities.
• Takes Spanish chats and texts, as needed to support program needs
• Completes safety assessment, safety planning, de-escalation, and follow-up with Spanish Chat/Text visitors
• Maintains accurate and detailed Spanish chat and text report documentation in real time.

Position Requirements

• Must be fluent in reading, writing, and speaking both English and Spanish.
• 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
• Able to efficiently use laptop computer to include Microsoft Office Suite and crisis line software.
• Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state, federal regulations relating to emergency mental health services.
• Demonstrate current knowledge of all job specific skills including Counselor supervision, crisis intervention, suicide prevention, crisis line procedures, multicultural and socio-economic issues.
• Have basic supervisory skills sufficient to manage Spanish Bilingual Chat and Text Counselors, enforcing policies and procedures while maintaining a supportive environment.
• Be empathetic, flexible, and adaptable to varying situations.
• Have open availability and flexibility to work various hours, as Spanish Chat/Test is a 24/7 hour program, including overnights, weekends and holidays.
• Be reliable and able to adhere to schedules based upon Spanish Chat/Text program needs
• Have successfully completed the Suicide Prevention training program, which can include ASIST training.
• Complete yearly trainings as required by Lifeline.
• Have knowledge of all job specific skills including safety assessment, data collection, and Spanish 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.
• A commitment to team objectives and Didi Hirsch philosophies.
• Successfully pass pre-employment screening, including a background check, computer and language tests, and live scan fingerprinting.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

CORE VALUES

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.
Diversity & Inclusion: We value diversity of background, experience, and ideas, committing to a workforce representative of the communities we serve. We celebrate differences and prioritize creating a sense of belonging.
Equity: We are dedicated to maintaining equitable practices in our healthcare delivery and workplace culture, and we work to dismantle disparities and discrimination within both systems of care and society.
Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.
Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care, including stigma, systemic racism, and parity across payers, with the goal of access to high quality, integrated healthcare for all.
Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.