Social Science Specialist (Crisis Responder)

About the role

The employee will serve as the Social Science Specialist (Crisis Responder) within the Veterans Crisis Line (VCL), a 24‑hour, 7‑days‑a‑week, 365‑days‑a‑year service that connects callers worldwide to caring, qualified Veterans Administration employees. The VCL’s mission is to provide 24/7, world‑class suicide prevention and crisis intervention services to Veterans, Service Members, and their family members. This is a remote position: selectees will work 100% of the time in a non‑VA‑owned space outside the local commuting area of a parent station, must provide a secure, distraction‑free home‑based worksite with reliable high‑speed internet, and are responsible for supplying their own physical equipment (desk, chair, lamp, etc.). Equipment issuance and technical support require travel to the nearest VA Medical Center or VA Outpatient Clinic as needed.

Responsibilities

• Implements suicide/mental health crisis prevention strategies
• Conducts interviews and utilizes assessment tools to assess emotional, functional, and/or psychological conditions
• Assists Veterans and their family/friend/significant other with issues regarding the Veterans' mental health issues, referrals, benefits, and support groups
• Provides psycho‑education and directs advice regarding suicide/mental illness crisis
• Provides support for the identification of veterans at high risk and coordinates enhanced care
• Completes structured diagnostic and clinical assessments
• Keeps a caller, texter, or chatter engaged while multi‑tasking to document work, look up resources, and instant message for assistance when needed
• Prepares and maintains records and reports in accordance with program guidelines
• Works collaboratively with other members of the VA Crisis Hotline Program to identify appropriate services for Veterans in crisis
• Makes outgoing calls to Veterans if a Veteran has sent an email or letter to the White House or another government agency
• Manages stressful interactions with callers while maintaining a high level of professionalism and emotional resilience; utilizes standard operating procedures and best practices to identify patterns of abusive behavior to ensure the well‑being and safety of customers and staff

Requirements

• United States Citizenship: Non‑citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• English Language Proficiency: Must be proficient in spoken and written English
• Education and Experience: Applicants must meet at least one of the following:
  • Successful completion of a bachelor’s degree or higher from an accredited college or university in a behavioral health or social science related field appropriate to the work (e.g., psychology, social work, sociology, family counseling, mental health counseling, nursing, ministry, criminal justice)
  • Two years of specialized experience as a first responder (e.g., Police, Medic, Emergency Medical Technician, Emergency Dispatch, etc.) or in a social science related field that included behavioral health crisis response, plus two years of higher education (above high school level) from an accredited college or university in a behavioral health or social science related field appropriate to the work
  • Successful completion of a bachelor’s degree from an accredited college or university in any field and one year of specialized experience that included behavioral health crisis response or mental health counseling

Qualifications

Grade Determinations for Social Science Specialist (Crisis Responder) – GS‑11:

• Specialized Experience: In addition to the basic requirements, one year of creditable experience equivalent to the GS‑9 grade level, directly related to the position
• OR Education: Ph.D. or equivalent degree from an accredited college or university in a behavioral health related field appropriate to the work (e.g., psychology, social work, sociology, or family counseling)

Skills

• Ability to provide an evidence‑based crisis intervention through a variety of modalities (e.g., telephone interviews, chat/text services, or social media forums)
• Ability to carry out crisis management steps while withholding judgment on controversial behaviors and not imposing one's values during the contact
• Ability to effectively prioritize complex problems quickly and respond appropriately in a crisis situation

Schedule

Varied work schedule to include evenings, nights, weekends, and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority; tour is subject to change based on program needs. Selectees will be expected to work all shifts.