Accreditation Standards, Administrative Skills, Behavioral Health, Budgeting, CSS (Cascading Style Sheet), Call Volume, Coaching, Community and Social Services, Corrective Action, Crisis Intervention, Crisis Management, Customer Support/Service, Database Administration, Diversity, Documentation, Employee Terminations, Event Management, Federal Laws and Regulations, Healthcare, Interpersonal Skills, Leadership, Management Consulting, Mentoring, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Word, On Call, Onboarding, Operational Support, Organizational Skills, People Management, Performance Analysis, Performance Reviews, Plan Meetings, Policy Development, Policy Implementation, Presentation/Verbal Skills, Procedure Development, Procedure Implementation, Process Development, Project/Program Coordination, Psychiatry and Mental Health, Quality Assurance, Quality Monitoring, Regulations, Regulatory Compliance, Schedule Development, Staff Training, State Laws and Regulations, System Operations, Team Lead/Manager, Team Player, Telephone Skills, Time Management, Training/Teaching, Volunteer Experience, Volunteer Management
Description
Start Date: June 2026
Location: Hybrid remote- including one 8 hour day per week on site requirement. This may change with notice.
Total Hours/Week: 40 hours/week
Salary: Base rate for this position is$36.06 per hour.
If taking on additional on-call duties, the rate would be increased to become $37.50 per hour.
Benefits
This position is full-time and eligible for benefits. Medical, dental, vision, retirement matching, 14 paid holidays, vacation, sick time, and floating holidays.
Position summary
The Crisis Line Program Coordinator is responsible for supporting efforts to manage and enhance caller and counselor care and assisting the Crisis Line Managers in maintaining the day to day operations of the crisis line program. The position directly supervises 8-10 crisis line staff. The position will help carry out priorities that support growth, quality assurance, policy development, and infrastructure development on the crisis line. The position will ensure the program is in compliance with accreditation standards set by the American Association of Suicidology, International Council for Helplines, National Sucicide Prevention Lifelines (Vibrant/988), Alameda County Behavioral Health, and California 988. This person will possess an understanding of laws and regulations regarding mental health and social service programs and the ability to apply state, federal, and local regulations related to client care in the crisis line. It is expected this position will consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care.
Schedule
This is a full–time (40 hours per week) position. Availability on evenings and weekends as needed is expected.
- Crisis Line Shifts: This person will worka minimum of 8 hours on the Crisis Line on (Fridays from 8a-4p or Saturdays from 4p-12a and fill in to support understaffed shifts as needed. Shift times may change with notice.
- Group Supervision: This position will facilitate a weekly group supervision space, or “pod” facilitating a space for support, supervision and consultation.
- Individual Supervision: This position will receive 1 hour of individual supervision a week.
- Weekly meetings: The position is expected to attend department meetings, including:
- Bi-weekly staff meetings every 1st and 3rd Wednesday from 9:30a-10:45a
- Consultation meetings as scheduled
- Monthly coordinator meetings as scheduled (Currently the 1st Saturday of the month from 9a-11a)
- Bi-weekly crisis line team meetings as scheduled (Currently scheduled on the 2nd and 4th Wednesdays from 11a-12p)
Supervision
The position reports a Crisis Line Manager and will utilize consultation as needed. The position receives one hour of weekly supervision per week.
The position will directly supervise 8-10 shift supervisors and provide day to day consultation regarding clinical, technical, and structural issues for volunteers and shift supervisors, as well as note review for the crisis line program. Additionally, this person will facilitate weekly group supervision for line staff.
Level of Decision Making
The position will provide support and consultation on matters related to the crisis line program including crisis line volunteers, shift structure, phone counselors and shifts supervisors. Decisions will be made regarding clinical consultations and performance of direct reports. The position will be an active participant in evaluating, designing, and implementing crisis line program policy and procedures.
The position has the authority to:
- Support in hiring Crisis Line staff.
- Provide feedback, coaching, supervision and corrective action to supervisees.
- Provide consultation and recommend clinical decisions related to clients on the crisis line.
- Recommend budgetary, policy, and procedural needs of the crisis line.
- Manage supervisee staff schedules, schedule changes and approve timesheets
- Participate in 988 implementation in regards to meetings, policy and database implementation
Roles & Responsibilities
988 Implementation
- Helping to create systems or operations to support expansion of staff and increase in call volume.
- Support with training and implementation of new systems, such as database changes or updates, and policies, procedures and protocols for answering calls, providing counseling and documenting calls.
Crisis Line Staff Oversight and Support
- Participate in recruitment, hiring, onboarding, and termination of crisis line staff
- Provide training, feedback, mentorship, and group and individual supervision
- Conduct performance evaluations and initiate progressive improvement as appropriate
- Track attendance and approve schedules and timesheets
- Complete note review for supervisees
- Collaborate with the Quality Assurance Team to participate in silent monitoring and quality assurance improvement for crisis line staff and volunteers.
Volunteer Program Support
- Participate in training: leading training classes, facilitating role-play practices, and provide shadow-shift training to new volunteers as needed/assigned
- Support crisis line staff with training, mentorship, and supervision for volunteers in collaboration with Volunteer Manager
- Assist in event planning in collaboration with Crisis Line Managers as needed
Crisis Line Support
- Work regular crisis line shifts
- Fill in for understaffed shifts during working hours
- Support other understaffed shifts as needed/assigned
- Provide on-call consultation support as assigned
- Review crisis line schedule to support identifying gaps in coverage and come up with plan for coverage
- Visit and observe crisis line shifts and recommend structural or procedural changes to Crisis Line Management/Leadership
Policy and Written Procedures
- Collaborate on creating and implementing policies, procedures and protocols related to our Crisis Line, receiving and answering 988 calls, and supporting counselor and caller care.
- Collaborate on creating and implementing policies, procedures and protocols related to scheduling, staffing, and other personnel related areas.
Additional Duties
Qualifications
The Ideal Candidate:
- Is committed to ongoing self reflection and will have the ability to lead with values of cultural humility.
- Must be able to demonstrate the ability to effectively, sensitively, and respectfully relate to people from different identities and backgrounds.
- Possesses excellent public speaking, writing, interpersonal, and organizational skills
Minimum Qualifications:
- Minimum 1 year supervisory or training experience
- Minimum 1 year experience working in counseling and/or the mental health field; or comprable volunteer or work experience.
- Some administrative experience.
- Comfortability with use of Microsoft Office (Excel, PowerPoint, Word) and gSuite including gDoc and gSheets
- Experience in crisis intervention or suicide prevention preferred
Agency Mission & Values
Agency Mission
To reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent the suicide of those who are actively suicidal, and to offer hope and caring during times of hopelessness.
Agency Values
We care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.
Justice, Equity, Diversity, and Inclusion Statement
CSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors.
CSS commits to:
- Encourage and support education, self-reflection, and both personal and professional development for all levels of CSS workforce and governance.
- Develop and provide services that incorporate the wisdom of the communities that CSS serves.
- Advocate for and promote policies that serve the mental health needs of diverse communities within Alameda County with the goal of creating a more robust crisis continuum that is not dependent on law enforcement and correctional facilities.
- Openly request, receive, and utilize feedback provided by community members and partner agencies to develop policies and processes.
- Continuously and critically review CSS policies, practices, and performance to demonstrate adherence to these diversity, equity, and inclusion commitments.
Each application is read and reviewed by human beings! Please avoid using A.I. when writing your cover letter, or answering application questions. We ask for these application materials so that we can get to know each individual applicant better. We've heard enough from artificial intelligence language models and want to hear your voice. For this role, evident use of A.I. in job applications decreases your likelihood of being selected to move forward in the application process.
Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.