Reports to: Quality Assurance and Contract Lines Manager
Position Overview: Lines for Life is seeking an experienced Clinical Training Coordinator to develop its clinical crisis training curriculum to educate clinical staff and volunteers in preparation for working with callers on Lines for Life’s Crisis Lines. This position will coordinate training logistics and deliver trainings in-person and online, ensure compliance with training requirements, and collaborate with other internal and external trainers.
- Develop and implement a custom curriculum that addresses the specific knowledge and clinical skills needed to support caller’s in crisis for a call center setting. The Clinical Training Coordinator will collaborate with the Assistant Crisis Lines Director and the Quality Assurance and Contract Lines Manager to ensure that training is relevant and applies current evidence-based clinical skills and interventions.
- Train new crisis lines staff and volunteers on Crisis Intervention, including the ASIST (Applied Suicide Intervention Skills Training) model, as well as on how to use Lines for Life’s technology and follow the Crisis Lines policies and procedures.
- Manage and maintain ongoing lists of staff/volunteers who have been trained and ensure that ongoing training is provided as needed on a quarterly, semi-annual or annual basis. This includes but is not limited to HIPAA Training, Cultural Competency Training, Online/Digital Security Training, and other trainings as assigned by the Crisis Lines Director.
- Coordinate with client agencies for our contract lines, as well as the Quality Assurance and Contract Lines Manager to ensure that clinical staff are appropriately trained on policy and procedures for each contract.
- Coordinate the logistics of Lines for Life’s clinical trainings (scheduling, securing a training space, coordinating food and refreshments, etc.) and collaborate with other internal and external trainers to ensure Lines for Life’s training needs are met.
- Engage in ongoing research and attend trainings to stay informed about current trends in clinical psychology and crisis intervention training. Integrate new skills and knowledge into current training as needed based upon changing trends in clinical psychology and crisis intervention.
- Use technology to provide online trainings, streamline the evaluation feedback loop, and reduce reliance on paper.
- Conduct ongoing evaluation of training and incorporate updates/changes to the trainings as needed.
- Occasionally answer crisis and referral calls on the National Suicide Prevention LifeLine, Alcohol & Drug Helpline, Military Helpline and YouthLine with care and compassion, and within the scope of the program.
- Perform other duties as assigned by supervisor.
Knowledge and Skill Requirements
- Graduate degree in psychology, social work or a related behavioral science field.
- Strong crisis intervention knowledge and experience.
- Excellent training skills and abilities, including the ability to effectively engage a wide variety of learning styles.
- Excellent verbal and written communication skills and ability to effectively use social media to communicate.
- Ability to think analytically to identify training needs and evaluate the effectiveness of trainings.
- High cultural competency and ability to teach how to answer calls from diverse populations.
- Ability to think systematically to coordinate complex schedules and training requirements.
- Ability to supervise volunteers and provide constructive feedback.
- Strong interpersonal, networking and recruiting skills.
- Creativity and problem-solving skills.
- Must possess curiosity and a desire to continue learning best practices in the field of crisis intervention.
- Proficiency in a web-based computer environment.
- Ability to stay calm when handling stressful situations.
- Certified ASIST (Applied Suicide Intervention Skills Training) trainer
- Certification or license in a mental health or social services related field preferred including: AAS (American Association of Suicidology) Crisis Worker Certification; Licensed Clinical Social Worker (LCSW); Licensed Mental Health Counselor (LMHC); Licensed Marriage and Family Therapist (LMFT), CADC I (Certified Alcohol Drug Counselor), etc.
- Experience working in a call center environment.
- Experience providing trainings in both in-person and online environments.
- This position will primarily work 40 hours per week during the day shift Mondays through Fridays, but will require occasionally working evenings, weekends and holidays to meet the training needs. This position may require working during inclement weather.
- This position requires the ability to sit or stand for long periods of time.
This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position’s scope and function in the company.
Lived Experience: Lines for Life encourages individuals with lived experience to apply. This includes individuals who have undertaken their own recovery journey or supported someone through a recovery journey from mental health conditions, suicidal struggles, and/or substance abuse. They have the capacity to draw upon and use their own lived experiences to help others and prevent suicide and substance abuse and promote mental wellness.
EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.