CRISIS SUPPORT SERVICES OF ALAMEDA COUNTY

QA Engineer

• The position will provide administrative support to the crisis services administration team within the quality assurance department to ensure smooth operations and quality assurance of the text line program.
• The position will also play a key role in supporting ongoing sustainable operations and interdepartmental collaboration for the crisis services department.
• 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.
• Identifying areas for training and improvement across Crisis Services.
• 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.

Crisis Services Quality Assurance Program Assistant

Counselor

• Provide direct service on our Alameda County Text Line and the 988 Text Line
• Respond to third party texters and chat visitors
• Provide outreach support to high risk contacts via phone call and text
• Actively engage with teammates during shift
• Accurately document staff hours in timesheets and MAA sheets.
• Document contact notes for each and every chat and text session
• Utilize consultation as required
• After consultation with a supervisor, make outreach contacts and referrals to CPS, APS, and emergency services in a timely manner for mandated reporting and imminent risk situations.
• Refer texters presenting with medium-high risk for suicide to the follow-up program
• Connect texters in crisis with the appropriate level of care
• Participate in weekly pod supervision
• Maintain confidentiality of other counselors and text/chat visitors
• Other duties as assigned

Crisis Services Quality Assurance Program Assistant

Text Line Counselor