On-the-Job Trainer

HopeLink Behavioral Health; Oakton (VA); Remote; USD 48,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Retirement plan with company match

12 paid holidays

PTO & sick time

Birthday leave

Employee assistance program

Tuition reimbursement

Job summary

HopeLink Behavioral Health is seeking an On-the-Job Trainer to develop and sustain competency among Crisis Services staff, volunteers, and interns. You will train, coach, and reinforce skills across phone, chat, and text services, including high-risk calls, while collaborating with training and operations leaders to address learning needs.

The role emphasizes adult learning, documentation of progress, and alignment with crisis intervention best practices and agency policies.

Qualifications

• High school diploma or GED (Bachelor's preferred).
• Experience in telephonic and text crisis management and call center environment preferred but not required.
• Effective interpersonal and written communication skills, including the ability to facilitate groups.
• Experience training small and large groups in a professional setting on skills and knowledge specific to mental health and/or suicide prevention.

Responsibilities

• Provide on-the-job training and supervision for Crisis Services staff, volunteers, and interns.
• Offer guidance and coaching to personnel handling crisis contacts via phone, chat, and text, including high-risk situations.
• Document trainee progress and communicate learning needs to training partners.
• Reinforce best practices in crisis intervention and suicide prevention.

Skills

Coaching

Training delivery

Communication

Facilitation

Education

High School Diploma

Job description

For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

SUMMARY STATEMENT OF POSITION:

The On-the-Job Trainer supports the development and ongoing competency of Crisis Services staff, volunteers, and interns through supervised practice, individualized training, coaching, and skill reinforcement. The role partners with Training and operational leaders to identify and address learning needs and promote consistent application of crisis intervention best practices, accreditation standards, grant requirements, and HopeLink policies and procedures.

WHAT WE OFFER:

• Meaningful Work: Make a real difference in the lives of others.
• Competitive Salary: $48,000-$54,000 per year
• Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement.
• Supportive Environment: Join a dedicated team committed to providing high-quality care.

SCHEDULE & LOCATION:

• Full-time role, scheduled five days a week
• Hours and days depend on training needs; nights and weekends required.
• Fully Remote!

PRIMARY DUTIES:

• Partner with Core Training Facilitators to provide on-the-job training, supervised practice, and individualized skill development for Crisis Services staff, volunteers, and interns.
• Provide in-the-moment guidance, coaching, and technical support to personnel handling crisis contacts across phone, chat, and text services, including emergency and high-risk situations.
• Observe performance and use adult learning principles to provide timely, constructive, strengths-based feedback to support skill development, sound judgment, confidence, and competency.
• Support Core Training and ongoing learning activities through role plays, demonstrations, skills practice, small-group activities, refresher training, and other learning opportunities.
• Maintain documentation of trainee progress and communicate strengths, competency development, and identified learning needs to appropriate training and operational partners.
• Reinforce practices consistent with crisis intervention and suicide prevention best practices, accreditation standards, grant requirements, and HopeLink policies and procedures.
• Collaborate with Training, Coaches, Shift Leads, Workforce Management, and other operational partners to coordinate training activities and identify recurring skill gaps, emerging learning needs, and opportunities for improvement.
• Maintain current knowledge of 988 Suicide & Crisis Lifeline Network Resource Center materials applicable crisis services standards, resources, organizational procedures, workflows, and emerging practices and incorporate relevant updates into training support.
• Maintain direct-service competency and awareness of current workforce needs through a minimum of 16 hours of crisis service coverage per month.
• Participate in relevant training, operational, and cross-functional meetings and perform other duties as assigned.

ESSENTIAL COMPETENCIES:

• Adaptability and flexibility in response to changing operational, training, and learner needs.
• Strong verbal, written, interpersonal, and facilitation skills, with the ability to communicate concepts, observations, and feedback clearly and appropriately.
• Professionalism, dependability, confidentiality, and respect in interactions with others.
• Collaborative approach to teamwork, including the ability to build trust, give and receive feedback, and partner effectively across roles and departments.
• Emotional self-awareness, empathy, and ability to navigate challenging situations and conversations with professionalism and objectivity.
• Effective problem-solving skills and ability to identify learning or performance concerns and respond appropriately.
• Ability to reinforce quality expectations while adapting coaching and training approaches to individual learning needs.

QUALIFICATIONS:

• High school diploma or GED (Bachelor's preferred).
• Experience in telephonic and text crisis management and call center environment preferred but not required.
• Effective interpersonal and written communication skills, including the ability to facilitate groups.
• Experience in crisis intervention and/or suicide prevention preferred.
• Experience training small and large groups in a professional setting on skills and knowledge specific to mental health and/or suicide prevention.
• Flexible and resilient in 24/7/365 environment, modeling self-care and continuous growth.

NOTE:

Crisis Services operate 24 hours a day, seven days a week, and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule, however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above-stated shifts.
The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.

'Where Hope Meets Help.'

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming