The Clinical Services Training Coordinator is responsible for developing, implementing, and managing training programs for staff supporting the Crisis Services programs. This position ensures that all team members are equipped with the skills, knowledge, and tools needed to provide high-quality crisis intervention and emotional support to individuals reaching out via chat and text services. The Clinical Services Training Coordinator works collaboratively with leadership, supervisors, and external partners to ensure training aligns with program goals and compliance requirements. 

This position supports training coordination across assigned agency programs and services as organizational needs evolve. This position requires regular attendance at our Oklahoma City office. To be considered for this role, applicants must reside in Oklahoma. 

Job Responsibilities: 

Training Development and Delivery:

• Design, develop, and update training materials, including manuals, guides, and presentations, to meet the needs of Crisis Services staff.
• Deliver initial onboarding training for new hires, ensuring they are prepared to provide high-quality chat and text crisis intervention services.
• Conduct ongoing training sessions to address emerging trends, best practices, and updates in crisis response.
• Coordinate and lead role-playing exercises, simulations, and skills assessments for staff.

Quality Assurance and Feedback:

• Monitor and evaluate staff performance during and after training to ensure adherence to standards and protocols.
• Gather and analyze feedback from trainees to continuously improve the training curriculum.
• Collaborate with the Quality Improvement (QI) team to identify areas for additional staff development.

Compliance and Reporting:

• Ensure all training programs comply with organizational policies, accreditation standards, and contract requirements.
• Maintain accurate training records, including attendance, certification, and completion rates.
• Provide regular reports on training outcomes and staff readiness to program leadership.

Collaboration and Support:

• Work closely with supervisors and leadership to identify training needs and tailor programs accordingly.
• Collaborate with external partners and vendors to integrate additional training resources as needed.
• Serve as a subject matter expert on the service platforms, offering guidance and support to staff and leadership.
• Other duties as assigned

Education: Some college in psychology, social work, education, or a related field (Bachelor’s degree preferred).

Experience: 2 years of experience in crisis intervention, training, or a related field. Familiarity with 988 services or other crisis chat/text platforms is strongly preferred.

 Required Skills and Abilities:

• Strong knowledge of crisis intervention techniques and best practices.
• Excellent verbal and written communication skills, with the ability to convey complex concepts clearly.
• Proficiency in developing and delivering training materials in various formats (e.g., in-person, virtual).
• Strong organizational and time-management skills with the ability to prioritize tasks.
• Ability to work collaboratively with diverse teams and adapt to changing program needs.
• Experience with data collection, analysis, and reporting.
• Proficiency in chat and text platforms, as well as Microsoft Office Suite (Word, Excel, PowerPoint).
• Familiarity with Learning Management Systems (LMS) or other training platforms is a plus.
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop. 

Benefits: 

HeartLine offers a comprehensive benefits package to eligible full-time employees and their eligible family members. Benefits begin the first of the month following 60 days of full-time employment and include: 

• Medical, dental, and vision insurance 
• HeartLine currently pays 90% of the employee-only premium for the core medical plan
• $30,000 employer-paid basic life insurance
• Voluntary benefits through Mutual of Omaha, including term life, short-term disability, critical illness, hospital indemnity, and accident insurance
• 401(k) retirement plan eligibility beginning the first of the month following six months of employment, with a dollar-for-dollar employer match on the first 2% of eligible compensation contributed, subject to a six-year vesting schedule
• Eligibility for the Public Service Loan Forgiveness (PSLF) Program as an employee of a qualifying nonprofit organization

Benefits, eligibility requirements, and employer contributions are subject to change.  

Work Environment:

This position is hybrid upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. 

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required. 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. 

Contents may be subject to change to meet the needs of the organization.