An employer is looking for a highly skilled Online / Digital Crisis Chat Specialist to join a growing team for a hybrid opportunity in Columbia, Maryland. This role requires 5 weeks of onsite training at their Columbia, Maryland facility. You must live within a commutable distance to Columbia, MD to be eligible for this role. After the initial training, you are required to go on site 2x/month for in-person feedback and quality assurance coaching sessions. In this role you will be responsible for providing online emotional support to individuals utilizing Crisis Chat and Text services includes providing emotional support and resources to all contacts. This also includes online communication via email and chat, no phone work is required in this role. You will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match texters with needed information. You will receive 5 weeks total of in-person training during the same shift that youll be working. This is an on-site position. A high emphasis is placed on quality assurance for this role.

For the first 90 days there is little time off available unless for extenuating circumstances, therefore you must be comfortable with the allotted start date and not taking time off in the first 90 days in order to be a good fit for this role and team.

Responsibilities:
-Provide online crisis support to individuals in emotional distress through Crisis Chat and Text.
-Complete an assessment of each chat/text visitor to determine the appropriate means of assistance.
-Complete risk assessment, safety planning, de-escalation, and follow-up with chat visitors.
-Establish good rapport with a wide range of chat/text visitors.
-Supporting suicidal chat/text visitors including making an assessment and taking appropriate action, as well as tracing IP addresses and coordinating with emergency responders when active rescue is required.
-Familiarity with resources and ability to provide information and referrals to visitors as appropriate.
-Complete thorough documentation for all crisis chat/text. Documentation must be completed in real time.
-Completes 1.5 chats/texts per hour.
-The program will provide daily ongoing monitoring of chats and texts to ensure quality. The expectation is for counselors to score a minimum of 75% on the quality evaluation.
-Complete weekly quality evaluation process.
-Attend weekly supervision.
-Ability to work independently with confidence, as well as work as an integral part of a team of professionals.
-Must be mature, empathetic; flexible and adaptable to varying situations and coverage needs.
-Must be reliable and able to adhere to schedules based upon call center needs.
-Ability to consistently adhere to call center program policies and procedures.
-Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
-Arrive on shift on time and properly attired.
-Assist in training new Crisis Chat staff.
-Meet with Crisis Chat Supervisors and Program Managers regularly to discuss program operations, concerns, and potential improvements.
-Complete yearly training as required per Lifeline.
-Complete trainings as required by Grassroots.
-Participate in supervision, in-service training, and staff meetings
-Maintain good working relationships with co-workers and positively contributes to group morale.
-Complete all administrative duties including time sheets, leave requests, etc. on time.
-Use appropriate channels of communication to resolve conflicts with other staff.
-Interact with staff, clients, and visitors in a professional and courteous manner.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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