Contact Specialist

About the role

The Contra Costa Crisis Center strengthens the community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, the center connects people in need with compassionate care and lifesaving support every day. The Contact Specialist answers calls on the 211, 24‑hour crisis lines, 988 Suicide & Crisis Lifeline, and After‑Hours lines to provide emotional support, crisis counseling, suicide prevention assistance, and information and referrals. This position reports to a Shift Supervisor and includes regular individual supervision and ongoing training. The role is on‑site only at the Walnut Creek, CA office.

Responsibilities

• Respond to callers on the 24/7 crisis lines and 988 Suicide & Crisis Lifeline, with the program goal of answering 95% of calls within 20 seconds.
• Respond to 211 callers, providing information and referrals to community resources.
• Complete safety assessments, safety planning, de‑escalation, and follow‑ups with callers.
• Respond to callers on the After‑Hours lines, including contacting the on‑call social worker for mandated APS and CPS reports.
• Maintain accurate, timely, and detailed contact reports for every call and uphold confidentiality standards.
• Provide compassionate, clinically informed crisis counseling to reduce distress and support caller safety.
• Build rapport with callers while maintaining professional boundaries.
• Display confidence and composure in crisis situations.
• Collaborate with peers, volunteers, and supervisors to ensure high‑quality service.
• Engage in ongoing training, supervision, and certification, including American Association of Suicidology requirements.
• Support and coach volunteer Contact Specialists from a multicultural and inclusive perspective.
• Perform other duties as needed.

Requirements

• Able to reliably commute to the Walnut Creek office and work assigned on‑site shifts.
• Ability to accept direction and guidance.
• Commitment to working within Contra Costa Crisis Center's Code of Ethics and organizational policies.
• Experience and demonstrated ability to work effectively with diverse communities.
• Strong interpersonal and communication skills, including the ability to apply the structure of a crisis call using transitional phrases.
• Proficiency with computers, databases, and online communication tools.
• Demonstrated personal accountability, emotional maturity, and teamwork.
• Ability to connect callers with appropriate non‑law‑enforcement resources.
• Willingness to develop knowledge in trauma‑informed care, grief and loss, mental health conditions, and boundary setting.

Qualifications

• Bachelor's degree in psychology, social welfare, counseling, sociology, or a related field (strongly preferred).
• Spanish fluency, spoken and written (strongly preferred).

Pay

$25.00–$28.00 per hour, non‑exempt, with opportunities for pay increases after completing training and reaching tenure milestones.

Schedule

• Friday–Tuesday, 2:30 PM to 11:00 PM
• Thursday–Monday, 2:30 PM to 11:00 PM
• Saturday–Wednesday, 10:00 PM to 6:30 AM
• Sunday–Thursday, 10:00 PM to 6:30 AM

Benefits

• Employer‑paid medical, dental, and vision for employee‑only coverage
• Life insurance, AD&D, and long‑term disability
• Employee assistance program
• Paid vacation, holidays, and sick time
• 401(k) retirement plan