988 Specialist PT Wed/Thurs/Fri 7pm-3am (22.50)

About the role

The 988 Specialist role is crucial in supporting individuals experiencing a suicidal or mental health crisis. This position involves active listening, collaborative problem solving, and safety planning.

Responsibilities

• Answer and place calls on assigned lines with compassion and according to established protocols.
• Provide emotional and crisis intervention support, deescalating situations and making appropriate connections to community safety net programs.
• Complete suicide screenings, assessments, and safety plans for all 988 contacts in accordance with 988 Lifeline Suicide Safety Policy.
• Assess callers' needs, navigate web-based databases, and provide appropriate information and referrals to community resources.
• Support with contacting emergency services for callers requiring immediate assistance.
• Document all interactions accurately and promptly, ensuring all relevant information is recorded.
• Meet call center performance metrics, as defined by the agency and accrediting bodies.
• Hold confidentiality and adhere to ethical guidelines while handling sensitive information.
• Attend agency and division staff meetings and approved professional development opportunities.

Requirements

• A high school diploma is required, with an Associate's degree in Human Services or a related field preferred.
• Strong empathy, active listening, communication, teamwork, and interpersonal skills are essential.
• Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately.
• Comfortable with conversations related to mental health and suicide, and capable of collaboratively exploring caller needs and making community safety net connections.
• Proficiency in using computer systems and databases for documentation and resource navigation.
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor.
• Quickly adjust to rapidly changing situations and environments, demonstrating flexibility in handling various types of crises.
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies.
• Work closely with team members and supervisors to ensure seamless operations.

Skills

• Strong empathy, active listening, communication, teamwork, and interpersonal skills.
• Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately.
• Comfort with conversations related to mental health and suicide and ability to collaboratively explore caller needs and make community safety net connections.
• Proficiency in using computer systems and databases for documentation and resource navigation.
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor.
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises.
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies.

Education Requirements

• A high school diploma is required.
• An Associate's degree in Human Services or a related field is strongly preferred.

Shift Differential

• Week shift differential for 11 pm - 7 am: $2.00.
• Weekend shift differential: $5.00.