InsideTrack Crisis Support Specialist

Position: InsideTrack Crisis Support Specialist

Position Type: Full-Time (Primarily Remote)

Salary: $50,000 - $60,000 DOE

Join our team at InsideTrack, a division of Lemnis! Lemnis is a public charity dedicated to harnessing transformative change to expand learning for all. We are excited to announce a new opportunity for an InsideTrack Crisis Support Specialist to join our innovative, forward-thinking, and growing organization. At Lemnis, we are committed to fostering a collaborative and inclusive work environment where every team member can thrive. If you are passionate about expanding learning for all, eager to make a meaningful impact, and ready to take on new challenges, we would love to hear from you. Apply now and be a part of our journey!

About InsideTrack:

InsideTrack is widely recognized as one of the most innovative and mission-driven nonprofit organizations in post-secondary student success. We use the power of coaching to provide holistic support to individuals so they achieve their educational and career goals. Our work creates opportunity, enhances individual well-being, facilitates economic and social mobility, and advances equity. Since 2001, we’ve served 3.6 million students, partnering with over 425 institutions and organizations to directly improve post-secondary enrollment, persistence and completion and increase career readiness. Our growing organization offers a culture that promotes diversity and inclusion, job fulfillment, personal growth, and work-life balance.  Join us in our mission to expand our impact as we improve lives and create social change.

Position Summary

At Lemnis, we believe that the world is changing in exciting ways. It's up to us to create more equitable, flexible, and learner-centered systems that empower young people to rise to the challenges and opportunities of the future. The InsideTrack Crisis Support Specialist is a coaching role that specializes in supporting students in crisis or potential crisis situations. The primary responsibility of CSS (Crisis Support Services) members is to monitor the CSS request channel during designated times of the day and respond to requests to connect with students who meet the criteria for a CSS supporter. Once the CSS supporter reaches the learner, learners are referred to appropriate resources based on their situation. For example, this could include food banks, mental health providers, or medical bill relief funds. The CSS team is also responsible for following up with students if they determine that follow-up outreach is needed. 

The most common CSS topics include emotional support, basic needs requests, and grief. CSS members are trained to support their work so they are prepared for a rare situation that is life-threatening or requires notifying authorities. The CSS Director will often step in for these situations to either directly work with the student or support the CSS member with their action steps. 

The CSS member is not a crisis counselor, social worker, therapist, or crisis line. Their responsibility is to triage the learner's situation by identifying and advocating for help from community organizations specializing in care related to the learner's urgent case. Coaches and partners know their students are receiving a referral, not continuous care.

The CSS team is responsible for coverage of the channel between 5 AM and 6 PM Pacific time Monday through Thursday and 5 AM and 5 PM Pacific time on Friday.  A full-time CSS member is expected to cover an 8-hour shift each day on the CSS Slack channel. An ideal candidate will be able to cover a shift from 9 AM - 6 PM PT, but there is some flexibility on hours.

Strong Candidates Will Have: 

• Strong problem-solving skills

• A desire to help others

• A dedicated sense of personal responsibility

• A teamwork mindset

• Excellent assessment skills to understand the issues that are impacting learners

• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds

• Excellent interpersonal skills, including the ability to actively listen and negotiate solutions

• Ability to be flexible, self-motivated, and able to make independent decisions

• Ability to excel with remote leadership and be self-motivated