[Hiring] Crisis Line Training Specialist @Didi Hirsch Mental Health Services

Role Description

As a Crisis Line Training Specialist, you will support the implementation of training and onboarding for new crisis line staff and volunteers. You will help facilitate instructional activities, role plays, mentorship sessions, and onboarding logistics. You will support the crisis line foundational training, specialized program training, and continuing education.

Primary Duties

• Lead components of volunteer recruitment and onboarding, including reviewing and evaluating applications and on-demand video interviews, scheduling and facilitating group interviews, and tracking onboarding progress.
• Reach out to interested potential volunteers from outreach events, emails, and online sources, providing clear information about the training program, expectations, and onboarding process.
• Maintain and update training materials, such as syllabi, assignment calendars, handouts, and virtual classroom content, ensuring accuracy and alignment with current practices.
• Maintain cross-training across key crisis line services—including call, chat/text, follow-up, and shift supervision—to provide knowledgeable support across all phases of training.
• Contribute to the facilitation of foundational, specialized, and continuing education trainings for new and existing crisis counselors across multiple program tracks.
• Assist the Training Coordinators in creating training lectures, activities, and materials using best practices.
• Contribute to the revision and adaptation of training content based on changes in program protocols, feedback from Quality Improvement, curriculum design considerations, and evolving learner needs.
• Facilitate training activities including lectures, large and small group role plays, and experiential learning exercises.
• Mentor trainees by conducting one-on-one and small group practice sessions and offering constructive feedback.
• Distribute the appropriate make-up materials, coordinating make-up sessions and additional support for trainees as appropriate.
• Monitor training participation and assignment completion, following up with trainees when tasks are incomplete or overdue.
• Track attendance and performance data during training, share observations with the Training Coordinators, and collaborate on strategies to support trainees who may need additional guidance.
• Recruit and coordinate role players and mentors for each training cohort.
• Participate in the evaluation of new trainees by assessing skill development and readiness to begin on the lines. Collaborate with the training team and relevant stakeholders to determine if additional support is needed and help develop appropriate next steps.
• Coordinate with Volunteer Coordinators and Program Coordinators to ensure smooth transitions into delivery of services on the crisis line.
• Offer targeted support through live coaching or observation during shifts, which may occasionally require flexible scheduling outside of standard training hours.
• Assist with the creation, delivery, and tracking of continuing education, refresher trainings, and targeted skill-building sessions.
• Support returning volunteers or staff by conducting refresher role plays and providing structured opportunities to practice required skills after breaks in service.
• Serve on the crisis lines regularly (calls, chats, or texts) to maintain connection to the work, reinforce training alignment with real-time needs, and model best practices for trainees.
• Collaborate with team members to ensure a smooth and consistent experience across training programs.
• Assist the Training Coordinators in staying abreast of updated data and trends in the field of suicide prevention.

Qualifications

• High School diploma or equivalent.
• Minimum one year of experience working in a mental health related position or in a training/educational setting.
• Experience working on a crisis line (call, chat/text) 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.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides) is required, with the ability to create, edit, and collaborate on documents efficiently.
• Ability to use analysis, experience, and judgment to make effective decisions.

Benefits

• The pay range for this position is between $26.37-$30.33 hourly.
• This role requires a three-week 40-hour per week training at the start of employment.
• The standard shift is Monday-Friday from 9:00a-5:30p PST (with flexibility as needed).
• Our work schedules are subject to change as necessary to meet the Agency’s and its client's needs. Reasonable notice is provided to facilitate personal planning.
• Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.

Company Description

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible.