Crisis Chat Training Coordinator
Serves as primary mentor for new employee orientation and training, works with the Crisis Contact Chat department to ensure new employees and volunteers are acclimated to call center environment, policies and procedures, makes suggestions for training and policy revision as needed, and conducts formal classroom training for new employees and volunteers as needed. Provides information about or linkage with appropriate service providers when necessary and offers advocacy assistance when required. Maintains effective listening skills, information and referral and crisis intervention skills in 24/7 call center setting.
- Works with incoming new employees and volunteers in new employee orientation, including but not limited to Phone Based Services Training, Lifeline Portal Training, the Operations Manual contents, and program specific database navigation.
- Monitors new employees/volunteers of on-the-job service. Identifies gaps in training and assists with coordination of training and retreat opportunities. Is knowledgeable and familiar with phone-based services classroom training and is proficient to conduct training when needed.
- Develops and implements training courses and materials to be used in workshops, groups, or one-on-one coaching sessions.
- Maintains records of all participant training content
- Attends in-services and continuing education events to improve skills and be alerted to changes in policies or procedures regarding crisis intervention and suicide prevention best practices.
- Work with the Clinical Director and program leaders to provide evidence-based crisis intervention and suicide prevention training and support to create safer environments within communities.
- Performs other duties as assigned
College degree preferred. Experience with training and presenting to groups of people required. Non-profit experience and background in crisis intervention or suicide prevention preferred.
REQUIRED SKILLS AND ABILITIES:
Effective written and verbal communication skills, public speaking experience, training/education experience helpful, intermediate or advanced computer skills, ability to work independently as well as part of a team, ability to set goals/actions and meet deadlines, dependability and adaptability required. Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.
HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. There are opportunities for participation, challenge, and broadening experiences.
The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
Routine office environment.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. Contents may be subject to change to meet the needs of the organization.