Didi Hirsch Mental Health Services

Counselor

• Offers crisis counseling services via telephone and chat.
• Works alongside shift supervisors to answer, manage, screen and conduct risk assessments of crisis calls.
• Serves as a mandated reporter in cases of suspected abuse.
• Maintains accurate and detailed call reports.
• Fulfills continuing education requirements as requested or required for the agency and the Suicide Prevention Center program.
• Assists in the training process of new counselors and volunteers.
• Participates in community outreach and/or media events such as resource tables and presentations about suicide prevention.
• Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center.

988 Crisis Counselor, Bilingual – Spanish

Supervisor

• Live monitors chat/text queues and counselor adherence to policies/practices ensuring smooth service delivery.
• Observes, documents, and reports feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance.
• Locates appropriate resources for crisis chat and text counselors while they are on a chat or text.
• With support from the On-Call Supervisor, may make the determination of mandated reports and sending rescue to chat or text visitors.
• Reports platform issues and other tech issues to program leadership and acts as the primary communication link between frontline staff and leadership, ensuring that operational incidents and challenges, employee concerns, clinical compliance requirements are properly documented and escalated.
• Initiates debriefing sessions with crisis chat and text counselors after they have taken a chat or text.
• Identifies crisis chat and text counselor training needs and provides individual support.
• With support from Program Coordinators, monitors chat/text answer rates to ensure they remain at or above 95%.
• Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch.
• Fosters a positive and supportive work environment.
• Takes chats and texts as needed to support program needs.
• May participate in outreach and media related activities.
• May participate in SPC training activities.

Chat and Text Supervisor

Crisis Counselor, Bilingual – Spanish

• Provides crisis-counseling services via chat and text
• Completes risk assessment, safety planning, de-escalation, and follow-up with Chat/Text visitors
• Familiar with resources and providing information and referrals to visitors as appropriate
• Maintains accurate and detailed chat/text reports
• Responds to concurrent interactions in alignment with 988 Lifeline standards
• Fulfills continuing education requirements as requested or required for the agency and the Suicide Prevention Center program
• Assists in the training process of new counselors
• Participates in community outreach events such as resources tables and presentation about suicide prevention as needed

Chat & Text Counselor, Per Diem

Bilingual Crisis Counselor, Spanish

• Offers crisis-counseling services via chat and text
• Completes risk assessment, safety planning, de-escalation, and follow-up
• Serves as mandated reporter in cases of suspected abuse or neglect
• Familiar with resources and providing information and referrals
• Maintains accurate and detailed chat/text reports
• Documentation must be completed in real time
• Responds to concurrent interactions in alignment with 988 Lifeline standards
• Fulfills continuing education requirements as requested
• Assists in training process of new counselors
• Participates in community outreach events as needed
• Attends routinely scheduled meetings