Job Description
Crisis Line Training Program Assistant Application Deadline: 12 August 2025
Department: Crisis Services
Employment Type: Full Time
Location: Oakland, CA
Compensation: $31.00 / hour
Description Position Summary This role is part of the Training Team and will work closely with the Training Program Coordinators and the Training Program Manager. The Training Program Assistant position focuses on assisting the Training Program by training Crisis Line and Text Line trainees. This position aims to foster positive morale and motivation among these groups while supporting the agency's mission and goals. Additionally, it involves reviewing, designing, and implementing training materials and facilitating training sessions that adhere to best practice standards set by the American Association of Suicidology, the National Suicide Prevention Lifeline, and 988/Vibrant.
Position Title Crisis Line Training Program Assistant
Position Salary: $31 per hour with eligibility for shift differentials
Total Hours/Week: 40 hours/week
Hybrid Work Schedule: One 8-hour day per week on-site requirement
Start Date: As soon as possible, and no later than 9/9/25
Benefits The position is eligible for the following benefits: prorated medical benefits, 14 paid holidays per year, sick time, vacation time, floating holiday time, and retirement plan.
Schedule Requirements This is a full-time (40 hours per week) position. This position must be available to work set days of Tuesdays, Wednesdays, Thursdays, Saturdays, and Sundays. Availability to work later evenings on Tuesdays and Thursdays to support training needs is required. Spending at least 8 hours weekly on-site is required. Schedule flexibility to accommodate specific training needs is required. Attendance at agency-wide staff meetings, consultation meetings, and bi-monthly and weekly Crisis Services Department and Training Team meetings is necessary. One 4-hour Crisis Line shift per week when not actively training is required. Schedule requirements may change in the future with notice.
Supervision The Training Program Assistant reports to one of the Training Coordinators, from whom they will receive at least 60 minutes of individual supervision per week. The Training Program Assistant will also attend a weekly collaborative 1-2 hour Training Team meeting and a 90-minute mandatory weekly Crisis Line consultation small supervision group. This position is also strongly encouraged to attend all Staff Meetings on the 2nd and 4th Wednesday of each month from 9:30 to 10:45 a.m. This position will utilize consultation as needed. Meeting times are subject to change in the future with notice.
Level of Decision-Making The Training Program Assistant will support primarily with direct training of new volunteers and staff. This position will also support the selection, training, and supervision of trainers to assist in the training of new volunteers. The Training Program Assistant has the authority to provide feedback and coaching to trainees. This position has the authority to recommend programmatic needs and policies and procedures that improve, clarify, and support the Crisis Line program operation and quality assurance. In addition, the position can interview and accept volunteers into the training program and recommend termination of training and volunteer contracts to Crisis Line administration.
Job Functions Duties/Responsibilities Program Standards
- Maintain and update training materials for consistency and current best practices/standards of care
- Develop and implement training classes that are appropriate for the Crisis Line Program
- Support and implement program-wide training of crisis line program standards, policies and procedures
- In collaboration with the Crisis Services Department Director, Program Managers and Coordinators, design and implement Crisis Line Program Standards in policy and protocols
Training
- Facilitate training classes for new staff and volunteer trainees via classes, Skills Practice sessions, and Shadow Shifts - including the selection and assignment of additional classroom facilitators to assist with training
- Participate in Shadow Shift training as needed for staff and volunteers
- Facilitate or ensure completion of any make-up training classes, Skills Practice Sessions, and Shadow Shifts as needed
- Oversee record-keeping on attendance
- Provide support to trainees throughout the training process and address any trainee concerns promptly
- Support in communicating with trainees about deadlines for asynchronous training (e.g., quizzes, reflection assignments)
- Utilize evaluation tools and gather feedback from participants for the evaluation of training classes and facilitators
Trainer Development and Support
- Support Shift Supervisors, Phone Counselors, and volunteers in their roles as trainers
- Recruit and train new trainers
- Create and facilitate opportunities for trainer support and recognition, such as trainer meetings or visiting shifts to give trainers support and feedback
On-Shift Training Oversight
- Support the Training Team in meeting with trainers/trainees at midway point and at graduation (Role Play Assessment and Closing Interview)
- Address concerns and red flag issues with trainers and trainees promptly
- Maintain and update the Training Workbook and other relevant training materials
- Evaluate the performance of on-shift trainers
Programmatic Duties
- Support screening of new volunteers including phone screening, interviewing, and onboarding - including gathering all necessary paperwork & communications and coordinating with HR
- Assist with the development, maintenance, and upkeep of training materials as needed (e.g., feedback forms, quizzes, and/or other materials pertaining to trainee development) so they reflect current agency policy and procedures
- Utilize evaluation tools and gather feedback from participants for the evaluation of training class content, training facilitators, and trainee performance
Volunteer and Training Measurements and Reports
- Maintain current records and provide quarterly reports
- Measure number of volunteer inquiries, number of interviews, number of people who were accepted into the training program, and number of people who graduated from the training program
Supervision
- Provide day-to-day consultation and supervisory oversight regarding clinical issues to volunteers, interns, and Crisis Line staff
Performs other duties as assigned.
Qualifications - 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 and Text Line programs
- Crisis Line experience required
- Flexibility and availability afternoons, evenings, and weekends
- Ability to work independently and as part of a team
- Ability to utilize supervision and consultation
- Commitment to ongoing self-reflection and ability to lead with values of cultural humility
- Ability to effectively, sensitively, and respectfully relate to people from different cultural groups
- Ability to consistently demonstrate behaviors that are in alignment with CSS Values and foster a sense of teamwork, appreciation, empathy, client care, and community care
- Excellent public speaking, writing, interpersonal, and organizational skills
- Experience teaching classes, facilitating group discussions, responding to feedback, and providing specific, detailed feedback
- Proficiency in using Microsoft Office (Excel, PowerPoint, Word) and gSuite including Docs, Sheets, and Slides
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.
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.
Job Tags
Hourly pay, Full time, Traineeship, Work at office, Local area, Immediate start, Shift work, Weekend work, Sunday, Saturday, Afternoon shift, 1 day per week,