CRISIS SPECIALIST

Responsibilities

• Required to greet every help seeker with respect, empathy, warm connection and cultural sensitivity in accordance with training and established practices.
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Maintains accurate and thorough call records and documentation in accordance with current procedures.
• Complies with program KPI’s answering 90% of calls within 20 seconds or less.
• Attends staff meetings, in-service meetings and trainings as scheduled.
• Completes ongoing training assignments as required.
• Maintains updated knowledge of, and implements, program protocol changes.
• Responsible for keeping accurate Paycom time records of all shifts worked.
• Reviews email, announcements during each shift worked and resource books, manuals and directories as needed.
• Accesses to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements.
• Affords assistance in the training and mentoring of new Crisis Specialists on shift.

Qualifications

• High school diploma or equivalent required; Associate’s degree in Social Services preferred.
• Experience providing excellent customer service required.
• Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred.
• Continued employment contingent upon successful completion of Crisis Hotline Counseling Training.
• Ability to work independently, including overnight and night shifts.
• Willingness and ability to participate in ongoing training.
• Bilingual English/Spanish verbal skills highly desirable.

Skills And Abilities

• Exceptional interpersonal skills with the ability to establish a warm, supportive counseling rapport.
• Strong problem-solving skills with demonstrated sound judgment and decision-making ability.
• Emotional maturity, dependability, and professionalism.
• Proven ability to handle confidential information with discretion and integrity.
• Adaptability in managing competing demands while maintaining a high level of client/customer service.
• Proficiency with computers, including databases and Microsoft Outlook.
• Keyboarding speed of 35 WPM or greater with a high degree of accuracy.
• Strong attention to detail, reliability, and organizational skills.
• Ability to manage a flexible work schedule and consistently commit to agreed-upon hours.

Benefits

• Medical, dental, vision and life and long-term disability insurance.
• Employee Assistance Program.
• Flexible spending accounts for health, dependent and transit costs.
• Retail savings plan with company match.
• Eligibility for loan forgiveness.
• Continuing education credits available through our learning management system.
• Paid meal breaks and generous paid time off.

About the role

We are hiring new Crisis Specialists to join our Suicide Prevention team. As a Crisis Specialist I, you will be trained to answer calls to a free, confidential hotline for individuals experiencing suicidal thoughts or emotional distress. As part of the national 988 Lifeline network, our Crisis Specialists support thousands of callers every year.

Schedule

• One position works Sunday - Wednesday, 3 pm - 11 pm.
• The other works Wednesday - Saturday, 3 pm - 11 pm.
• Both are hybrid and require some time in office.