Chat & Text Manager

Vision and Mission:

At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community’s toughest challenges by connecting people, resources and ideas.

Our Values:

• Teamwork – We work together to accomplish our goals and help each other succeed. 
• Innovation - We are fearless, imaginative trail blazers.
• Mission Focused- We are passionate about our community’s wellbeing and creating lasting change. 
• Integrity – We are honest, transparent and act ethically to create trust. 
• Excellence – We set clear, high expectations for ourselves and our work.  
  • Hiring, training, and overseeing a team of 988 chat and text counselors.

Purpose of Position:

The "988 Chat and Text Manager" oversees the day-to-day operations of a crisis chat and text line accessible through the 988 number, responsible for managing a team of crisis counselors who provide emotional support and resource referrals to individuals reaching out via text or chat platforms, ensuring efficient response times, quality of interactions, and appropriate escalation of critical situations; they also monitor staff performance, implement training programs, and maintain compliance with crisis intervention protocols.

Key Responsibilities and Essential Functions:

Staff Supervision:

• Providing ongoing coaching and performance feedback to ensure quality crisis intervention.
• Scheduling staff shifts to maintain adequate coverage during operating hours.
• Addressing performance issues and implementing corrective actions when necessary.
• Operational Management:
  • Monitoring chat and text volume to identify peak times and adjust staffing accordingly.
  • Reviewing chat logs to ensure counselors are adhering to protocols and providing effective support.
  • Identifying areas for improvement in service delivery and implementing changes.
  • Maintaining accurate documentation and reporting on key metrics like contact volume, crisis severity, and resource utilization.
• Quality Assurance:
  • Conducting regular quality reviews of chat interactions to assess counselor effectiveness.
  • Providing feedback to counselors on their crisis intervention skills, de-escalation techniques, and resource referrals.
  • Implementing quality improvement initiatives to enhance the overall service experience.
• Crisis Intervention:
  • Providing support and guidance to counselors in handling complex or high-risk situations.
  • Escalating critical cases to appropriate emergency services or mental health professionals when necessary.
• Compliance and Training:
  • Ensuring staff is up-to-date on crisis intervention best practices, confidentiality guidelines, and relevant regulations.
  • Developing and delivering ongoing training programs for chat and text counselors.

Leadership:

• Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.
• Actively participate in the broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.
• Contribute to the overall effectiveness of 988 by completing all other tasks as assigned.
• Perform other such duties as may be assigned by the supervisory team
• These job responsibilities are to be the main emphasis of this position.  As with every job at United Way, it is not possible to define jobs precisely.  Should the need exist, every person in the organization will assist in any way necessary to assure an efficient and cooperative environment. 

Experience/Qualifications:

Required skills:

• Bachelor’s degree in social work, sociology or related field preferred.
• Minimum of 3 years Mental health crisis and suicide prevention work experience required.
• Mental health expertise:

• Understanding of crisis intervention techniques, suicide prevention strategies, and mental health disorders.
• Leadership skills:
• Ability to motivate, guide, and develop a team of crisis counselors.
• Strong communication skills:
• Excellent written and verbal communication to effectively interact with individuals in crisis through chat platforms.

Analytical skills:

• Ability to analyze data and identify areas for improvement in service delivery.
• Technological proficiency:
• Familiarity with chat platforms and data management systems used for crisis communication.
• High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems.
• Able to troubleshoot basic technical issues.
• Adaptable and able to move with change while maintaining a positive attitude.
• Self-directed to take initiative in follow-up and resolution of daily issues.
• Active listening and interviewing skills.
• Ability to work with people in great need.
• Capacity to perform work calmly and effectively in emotionally intense environment.
• Clear, concise and effective written and verbal communication.
• Relate and interact successfully with persons of various social, cultural, economic,
• and educational backgrounds.
• Deal with people in a manner that shows sensitivity, tact and professionalism.
• Ability to problem solve multifaceted difficulties.
• 988 is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of clients. Must be responsive and able to work shifts as much as 12 hours in length during call surges and declared emergencies.
• 988 is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private work space which may include access to a private, secure and stable internet connection.
• While it is subject to change, regular schedule for this position will be 8:30 to 5:00 Tuesday, Wednesday, and Thursday, alternating oversight of operations every other Friday Saturday, Sunday and Monday.
• Ability to work effectively under stress and maintain productivity and composure under pressure
• Comfortable working in a fast-paced environment
• Adapt readily to changes
• Ability to use good judgment and assessment techniques
• Ability to work with minimal supervision
• Effectively prioritizes work and establishes clear goals in coordination with supervisor
• Flexibility to work variable shifts within a hybrid, remote environment.
• Overtime as assigned (if it is a Nonexempt (Hourly) position)
• Ability to pass and maintain a Level 2 background check is required. This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records
• Must pass pre-employment drug screening
• Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance. 
• Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.
• Actively participate in the broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.

Compensation and Benefits:

• Competitive Pay – Commensurate with education and experience based on current market
• Health Insurance – Generous zero to low-cost Medical, Dental, and Vision for employees and dependents
• 403(b) Matching – Generous matching up to 6% of annual pay
• Holidays – 11 paid holidays, three personal holidays
• Vacation – Two weeks paid vacation
• Flexible Schedule – Hybrid working environment with the ability to modify as needed
• Vibrant Work Environment – office space in The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking
• Purpose – Help United Way transform NEFL into a community of opportunity and hope for ALL people
• Employee Assistance Program
• A fun, challenging, and inclusive culture

General Physical Requirements for Essential Functions of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, stand, walk, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.

Additional Information:

The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described. You can also have important skills we haven't thought of. If that's you - even if you’re on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

UWNEFL reserves the right to adjust work location.