Description:
Position Title: Crisis Specialist of 988 Chat/Text
Reports to: 988 Clinical Supervisor
Type: Part-time, Non-Exempt; 22.5 hours per week
Shift: Graveyard/After-hours Shift Only; 12 am - 8 am
Schedule: Sunday - Tuesday; 3 days a week
Pay rate: $25.50/hour; +$2/hr. graveyard shift differential
Union Representation: Represented by OPEIU
Location: Fully Remote, must be located in WA state
PROGRAM SUMMARY: Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.
POSITION SUMMARY: The 988 Crisis Specialist is responsible for providing high quality comprehensive crisis intervention and emotional support to individuals experiencing emotional distress and mental health crisis who contact 988 Suicide & Crisis Lifeline via phone, online chat, and/or SMS text.
We are looking for empathetic, and motivated candidates who want to help others, as part of a growing team. Ideal candidates possess the ability to respond to crisis contacts via phone, chat, or text to assess suicide risks, safety plan, and identify appropriate community linkages for individuals who are experiencing emotional distress. The ideal candidate for this role has excellent computer and spelling skills, a proven ability to communicate effectively through verbal or written communication, and multi-task in a high stress environment. We need you to have passion for helping others and experience in the areas of suicide prevention, mental health, crisis de-escalation, and addiction.
JOB DUTIES:
988 NATIONAL SUICIDE PREVENTION LIFELINE PHONE SUPPORT
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Knowledgeable of organization and NSPL protocols and procedures.
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Responds with empathy in a nonjudgmental and objective manner to 988 callers in acute distress.
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Uses effective communication skills to assist in behavioral health and suicide risk assessment and de-escalation of 988 callers.
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Assists 988 callers with risk reduction and safety planning.
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Sets appropriate limits with difficult 988 callers.
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Exhibits patience and responds to difficult 988 callers with sensitivity.
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Smoothly integrates supervisory direction into 988 calls.
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Alerts supervisor immediately to call content involving possible danger to the identified client or to other people. (Including suicide, homicide, child/elderly abuse, and other violence threats or ideation.)
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Alerts supervisor when identified client presents indications of possible mental disorder.
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Make every effort to resolve cases in the least restrictive environment and without law enforcement involvement whenever possible.
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Triage 988 callers to appropriate response system partners for higher level of intervention as needed.
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Adheres to confidentiality policy.
SERVICE DELIVERY
1. Skillfully uses technology and online directories to access resources.
2. Assists callers, when necessary, providing, contacting and utilizing resources; uses language line effectively to communicate with callers; provides advocacy when appropriate
3. Responsible for maintaining call volume response in accordance with 988 National Suicide Prevention Lifeline contractual metrics.
988 CALL DOCUMENTATION
1. Performs thorough and accurate collection of 988 caller/client demographic information.
2. Appropriately codes callers’ problems, summation of call, and disposition, including referral information, in the electronic health record.
3. Properly uses all other forms.
PROFESSIONAL DEVELOPMENT
1. Participates in program and organization staff meetings.
2. Attends trainings and organization in-services as required by National Suicide Prevention Lifeline/Vibrant recommendations.
KEY PERFORMANCE INDICATORS
1. 988/ National Suicide Prevention Lifeline Program Standards
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a. Call Abandonment rate 5% or less.
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b. Call Answer Rate within 30 seconds.
2. All staff working within the 988 Service Line share the responsibility to meet these contract metrics.
3. Crisis Call Specialists will maintain an available rate >85% during scheduled shift.
QUALITY AND QUANTITY OF WORK HABITS
1. Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
2. Follows personnel policies and procedures.
3. Written and verbal communication is clear, concise, accurate and thorough.
4. Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers and customers/clients.
5. Makes appropriate use of supervisor.
6. Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff and volunteers to outstanding performance.
7. Suggests solutions to identified problems.
8. All other duties as assigned.
WORKING CONDITIONS: Individuals in this position should be able to sit for lengthy periods of time. Individuals will need to be able to wear a headset or earphones for calls and meetings.
QUALIFICATIONS AND REQUIRED SKILLS
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Bachelor’s Degree or substantial experience in related human services, OR experience as a volunteer phone worker at Crisis Connections.
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Knowledge of King County Public Mental Health System
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Excellent communication and problem-solving skills, including ability to respond to callers with patience, objectivity and nonjudgmental attitude.
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Demonstrated ability to problem solve.
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Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and paraprofessionals
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Evidence of ability to work effectively in a fast-paced environment
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Excellent verbal, written, and technical skills including the ability to work in multiple software platforms concurrently
Requirements:
Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.
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This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.
Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.
We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.
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100% Employer paid Medical, Dental and Vision Coverage
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Generous Paid Time Off & 12 Paid Holidays
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Discount on ORCA transit pass
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Free Parking & Flexible Schedules
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Growth opportunities
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Indirect/Direct Service Hours towards Licensing
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Self-care tools & weekly check ins with your supervisor
Voluntary Benefits
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Short-term and long-term disability
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Flexible Spending Accounts (FSA)
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403B Retirement Plan
DISCLAIMER:
The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:
Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.