Job Description
About the position
The Crisis & 988 Specialist performs a variety of technical and professional work associated with handling calls, chats and texts. This position will handle incoming phone contacts on our National Suicide Prevention Lifeline (NSPL), also known as 988, while collecting and documenting all required data and offering all applicable resources and referrals to callers who may be in emotional distress and suicidal crisis. The Crisis & 988 Specialist is responsible for providing excellent service to those accessing the service by using the equivalent of reflective listening and motivational interviewing skills in the context of an electronic exchange.
Crisis & 988 Specialists have the special training and skills to interact via phone, chat and text to understand callers' unique circumstances and needs, render immediate emotional support, provide options for ongoing support/treatment and follow up to ensure needs are being met. This position also requires the ability to communicate effectively and tactfully with diverse and multi-cultural individuals, be non-judgmental, and respectful of the confidential nature of the job. Responsibilities • Attend staff meetings, in-services, training sessions and conferences when appropriate to job responsibilities.
• Participate in staff training activities to maintain the required annual training hours. • Keep bolthires TEAMS open and check frequently. Acknowledge new posts from Crisis & 988 Director or other supervisory staff promptly. • Keep Outlook email account open and minimized on desktop during work hours; respond to supervisor emails promptly. • Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift. • Be fully prepared to begin answering phone lines promptly per assigned work schedule.
• Log into the call queue to take calls prior to the beginning of the shift. • Adhere to lunch and shift schedule unless change is approved in advance by the Supervisor. • Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida. • Contribute to the overall effectiveness of the Crisis and 988 by completing all other tasks as assigned. • Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.
• Answer chats, texts and emails using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections. • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment. • Maintain acceptable level of contact handling and customer service performance as described by 988 training standards. • Within 988 guidelines, assess needs of persons contacting 988 and provide para-professional counseling, information & referral services, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication, including: online chat, phone, texting and email.
• Use active listening skills and conversational intent to develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handling all contacts. • Develop and implement crisis related safety plans. • If imminent risk to the individual or others, engage 911 to assist in response. • Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
• Assess the needs of the inquirer, identify appropriate resources, and provide enough information about resources to help inquirer make an informed decision. • Follow-up with designated at-risk callers to determine referral outcomes. • Must successfully complete VIBRANT training prior to assisting callers. • Perform other such duties as may be assigned by the supervisory team. Requirements • High school diploma/GED, with a minimum one-year experience in the human services, social work, or customer services field required.
• Bachelor's degree in social work, sociology or related field preferred. • Crisis, Screening and Suicide prevention work experience highly desirable. • AIRS or AAS certification preferred. • Ability to pass and maintain a Level 2 background check is required. • Must successfully complete Inform USA exam once eligible. • High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), bolthires Office, and other client record management systems. • Able to troubleshoot basic technical issues.
• Adaptable and able to move with change while maintaining a positive attitude. • Self-directed to take initiative in follow-up and resolution of daily issues. • Active listening and interviewing skills. • Ability to conduct approved suicide assessment. • Ability to work with people in great need. • Capacity to perform work calmly and effectively in emotionally intense environment. • Clear, concise and effective written and verbal communication. • Relate and interact successfully with persons of various social, cultural, economic, and educational backgrounds.
• Deal with people in a manner that shows sensitivity, tact and professionalism. • Ability to problem solve multifaceted difficulties. Nice-to-haves • Crisis and 988 work experience. • Experience in a 24/7 operation. Benefits • Competitive Pay - Commensurate with education and experience based on current market. • Health Insurance - Generous zero to low-bolthires Medical, Dental, and Vision for employees and dependents. • 403(b) Matching - Generous matching up to 6% of annual pay. • Holidays - 11 paid holidays, three personal holidays, and four year-end bonus days.
• Vacation - Two weeks paid vacation. • Flexible Schedule - Hybrid working environment with the ability to modify as needed. • Vibrant Work Environment - office space in
The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking. • Employee Assistance Program. • A fun, challenging, and inclusive culture. Apply tot his job