Crisis Line Training Coordinator

The Crisis Line Training Coordinator designs and delivers onboarding and training for new volunteer and staff crisis counselors, ensuring alignment with best practices in suicide prevention and crisis intervention. Reporting to the Program Manager, this role facilitates interactive training sessions, provides coaching and feedback, and coordinates closely with clinical supervisors and program leadership. As the first point of contact for new team members, the Coordinator plays a vital role in shaping their early experience and readiness to serve. This position directly supports the agency's mission by preparing a skilled, compassionate frontline workforce to respond to individuals in emotional distress.

Primary Duties

• Coordinates all facets of the staff and volunteer crisis line training programs which includes: scheduling lectures and activities, delivering curriculum, modeling live calls, facilitating debriefs, leading role plays, and performing other related training coordination tasks.
• Supports the volunteer recruitment and onboarding process which includes reviewing volunteer applications, conducting interviews, collaborating with Human Resources on background clearance, and processing onboarding paperwork, in partnership with Volunteer Coordinators.
• Tracks and evaluates staff and volunteer performance throughout training, following up on concerns and providing coaching and documentation as needed; escalates concerns to the designated Program or Volunteer Coordinator as appropriate.
• Collaborates with Program and Volunteer Coordinators on post-training support plans for counselors, including targeted retraining, role plays, performance coaching, and strategies for on-shift support.
• Develops and maintains the training content including manuals, handouts, role play scenarios, lecture materials, and experiential learning activities identifying opportunities for changes or improvements based on feedback.
• Coordinates continuing education programming, by working with Quality Improvement to track compliance with annual training requirements and facilitating Lunch & Learn in-service presentations.
• Provides ongoing training to staff and volunteers.
• Serves as a trainer of ASIST and SafeTalk as needed.
• Maintains training related paperwork, training statistics, and training related follow-up.
• Collaborates with internal departments such as Quality Improvement, Wellness, Curriculum Design & Development, and Outreach to ensure training is up-to-date, culturally responsive, and in alignment with agency and community needs.
• Participates in weekly supervision, team meetings, and climate survey reviews, offering feedback and proposing solutions to leadership based on program needs and volunteer/staff concerns.
• Maintains current suicide prevention knowledge and best practices through literature review and attendance of workshops and seminars.

Position Requirements

• High School diploma or equivalent.
• Minimum two years of experience working in a mental health-related position, including at least three years of crisis line or support hotline experience.
• Previous experience facilitating training and working with volunteers is preferred.
• Working knowledge of mental health services and suicide prevention services.
• Working knowledge of Agency policies and procedures, HIPAA, DMH, Department of Social Services, and other state, federal regulations related to outpatient and crisis line services.
• Advanced skills to present ideas, information, and viewpoints clearly, both verbally and in writing.
• Superior organizational skills to manage multiple projects simultaneously.
• Effective collaboration and relationship building skills.
• Telephone and personal computer skills including word processing, spreadsheets, and other related software.
• Ability to use analysis, experience, and judgment to make effective decisions.
  
  

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

CORE VALUES

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.

Diversity & Inclusion: We value diversity of background, experience, and ideas. We celebrate differences and prioritize creating a sense of belonging.

Equity: We are dedicated to promoting health equity in our communities, and we work to dismantle disparities and discrimination within both systems of care and society.

Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.

Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care with the goal of access to high quality, integrated healthcare for all.

Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

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