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The Coordinator of National Online Emotional Support (OES) is responsible for coordination and direct quality assurance of employee and volunteer crisis workers to provide national Core Chat services for the National Suicide Prevention Lifeline. This position requires the ability to serve as a subject matter expert on chat and text operational protocols, personnel management, as well as provide support and supervision regarding crisis situations. The Coordinator will provide direct support to our chat and text workforce, as necessary, which requires rapid assessment of complex behavioral health situations, development and recommendation of appropriate crisis interventions to be implemented with individual clients, their families, and a wide variety of community helpers, including law enforcement and EMS personnel.

WORK HOURS/SITE:

Requires a remote presence in the virtual call center 40 hours per week, 8 hours per day. Shift has flexibility and can begin between 5:00pm-8:00pm EST.

SALARY:

$47,986

PRIMARY LIASON DUTIES:

• Serve as the liaison and primary point of contact between PRS and the National Suicide Prevention Lifeline Core Chat team, attending monthly meetings and trainings related to the chat program.
• Correspond and represent PRSCL appropriately with various contacts - referrals, community partners, vendor and partners in a friendly, professional, and collegial manner. Demonstrate respect for cultural and individual differences with external and internal contacts.
• Report changes in guidance from the National Suicide Prevention Lifeline to supervisors and leadership within PRS CrisisLink.
• Represent PRS at meetings, workgroups, and trainings administered by the National Suicide Prevention Lifeline.
  

PRIMARY CONTACT CENTER DUTIES:

• 
  Supervision of OES staff to include, but not limited to, review crisis chats and texts and provide documentation reviews of reports. Provide required and necessary administrative and human resource paperwork to include resignations in a timely manner, training, approval of timecards, complete annual performance appraisals, meet with staff for supervision in accordance with program standards and participate in completion of and conduct corrective action when needed.
• Ensure all chat and text personnel can access all the systems required to complete their duties upon completion of core training.
• Provide on-the-job training, utilizing various effective teaching modalities, which enable staff to achieve expertise in subject matters in order to effectively handle calls and meet program goals.

  QUALIFICATIONS:

  • Experience in crisis intervention and/or suicide prevention required.
  • Experience in online emotional support or crisis hotline work preferred.
  • Demonstrated experience in a team lead role or direct supervision and management of volunteers or employees required.
  • Supervisor/Team Lead experience required.
  • Excellent oral and written communication skills, Spanish-speaking bilingual skills a plus, and familiarity with computer use.

PRS is recognized as one of the 50 Best Nonprofits to Work for in the U.S. We provide behavioral health, crisis intervention, and suicide prevention services. Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration.

"Changing Lives. Saving Lives."

Equal Opportunity Employer

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming