This is a remote position.
Gaggle was established in 1999 and works with K-12 schools to prevent bullying, school violence, self-harm, and suicide. In recent years, we have expanded our focus on the overall mental health and wellbeing of all students. The work is unequivocally worthwhile – we saved over 1,500 student lives last school year and we are excited to be growing our team.
We are seeking an entry-level Crisis Line / Operations Representative to join in on the mission to build a Crisis Responder team. This new role will be focused on two important aspects of Gaggle: (1) De-escalating student crisis conversations that deal with a variety of emotional and mental health issues, and (2) reviewing, analyzing, and engaging with online activity of K-12 students. This position requires flexibility to prioritize work, shifting responsibility, and the ability to roll with the changes as Gaggle evolves.
Our team is credited with helping students in drug abuse, bullying, threats of violence, suicide attempts, self-harm situations, and domestic abuse. This is a unique opportunity that offers a chance to make a real difference in the lives of millions of students across the country. We are on a mission and we need your help.
What you will be doing
- Fielding phone calls, text messages, and web chats from students who need help in a responsive, resourceful, and empathetic and consultative manner
- De-escalating students who may be in crisis during a conversation
- Reviewing and analyzing student activity to identify potentially inappropriate content within school communication systems
- Working independently to determine if an incident poses a threat to a student’s well-being and taking action to notify the designated contacts at the school to ensure that student’s safety
- Following Suicide Risk Assessment proceedures for all crisis communications involving suicidal thoughts
- Recording and maintaining concise notes regarding each incident and communication in Salesforce CRM
- Focusing and maintaining an empathetic and consultative attitude while making quick and accurate decisions in escalated or emotional conversations, or when analyzing serious content in repetitive work.
What you should have
- Experience using a variety of desktop and web-based applications. We use Salesforce, Service Cloud, Slack and Sling here at Gaggle
- Experience in crisis lines, crisis management, child advocacy or a related field such as dispatch, treatment facilities, trauma care, etc.
- Passionate about communicating with students through web chat, text, and phone during serious situations
- The ability to stay focused on the same task for long periods of time; you must be able to process large amounts of content quickly and accurately
- A passion for reading; you will read a lot of material as you review and analyze student content, so excellent reading comprehension is important
- Confidence to operate independently within a virtual team environment
- Bachelor’s degree or equivalent experience in education, criminal justice, social work, psychology, or customer service
- Fluency in Spanish is a plus
- customer service experience is a plus
Additional Information
- Reports to Operations Supervisor
- This is a work-from-home position; a reliable high-speed connection and a comfortable, private, dedicated work area with the ability to work for hours at a time with little to no disruption will be essential for this role’s success
- It is important to note that in the position, you will be required to view content of a sensitive nature including exposure to graphic content that may contain nudity
- You will also be required to handle conversations including suicidal ideation, self harm or abuse situations.
- This role requires sedentary and/or light-duty office work as well as high visual acuity; candidates must be able to work for up to ten hours a day while looking at a computer screen, reading material on a computer screen and sitting for long periods of time
- Candidates must be able and willing to answer and make phone calls in a professional and courteous manner during scheduled work hours
- Five, 8-hour days per week. 10am-7pm EST with possibility of change as workload requires
The position offers a competitive compensation package composed of salary commensurate with the candidate’s level of experience. Employee benefits include, but are not limited to medical, dental and vision, an extensive Employee Assistance Program, and participation in the Company’s 401(k) plan with a 4% company contribution. Access to WorkLifeMatters Employee Assistance Program includes 6 free face-to-face counseling visits per employee/household member per year and unlimited telephone counseling 24/7/365.
Job Type: Full-time
Salary Range and Benefits
Please apply to this posting in order to learn more about the starting salary range and benefit options.