988 Specialist Tue - Sat 8am - 4pm (37.50)

Must reside in NY state.

About the role

The 988 Specialist handles incoming calls from individuals experiencing a suicidal or mental health crisis. This role is vital in providing active listening, collaborative problem solving, and safety planning to those in need. The 988 Specialist is part of a dedicated team that aims to offer compassionate, non-judgmental, and confidential support to those in crisis, helping to save lives and promote mental well-being. A successful 988 Specialist knows the importance of empathy, cultural competency, and connection to help callers develop a plan to manage current and future crises.

Responsibilities

• Answer and place calls on assigned lines with compassion and in accordance with the organization’s training and scope
• Provide emotional and crisis intervention support, using established protocols to deescalate and make 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, as needed
• Provide support with contacting emergency services for callers requiring emergency assistance
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
• Perform additional responsibilities as they develop and are assigned

Requirements

• High school diploma required; Associate’s in Human Services or related field strongly preferred
• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Completion of Applied Suicide Intervention Skills Training (ASIST)
• Strong attendance and punctuality; ability to consistently show up on time and work full scheduled shifts, with advanced notice for time off requests
• Work schedules are determined based upon call volume trends; requires working some holidays and weekends (most staff work Saturday or Sunday, and some work both weekend days)
• This position is designated as essential staff; required to report to work for your regular shift in the event the business office is closed due to an emergency

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
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• 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
• Work closely with team members and supervisors to ensure seamless operations

Physical Dimensions

• Sitting at a computer for long periods of time
• Entering data
• Listening and speaking clearly on the telephone

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Pay

• Shift Differential for week shifts 11 pm - 7 am: $2.00
• Weekend shift Differential: $5.00