Crisis Worker- National Programs Phones

POSITION:

Crisis Worker, National Programs Phones - Full-Time

HOURS PER WEEK:

40 hours per week; Shift times may be subject to change based upon contractual and operational needs

Current Available Shift Times for National Back-Up Phone Service:

1st Shift 4a-12:30p

2nd Shift 12p-8:30p Est

3rd Shift 8p-4:30a Est

Current Training Schedule is 10a-6p Monday-Friday regardless of hired shift, Held for 4 weeks with an additional 1 week of On The Job Trainings and Supported Shifts. All Trainings must be attended in Full.

RATE OF PAY: $17/hour and increases to $20/hour upon completion of training

REPORTS TO:

Shift Supervisor, Crisis Services

SUMMARY STATEMENT OF POSITION:
Under the direction of the Shift Supervisor, the Crisis Worker will use active listening and
provide emotional support to answer local and national 988 Suicide and Crisis Helpline calls.
This is a line which primarily receives calls from outside of the state of Virginia. Callers are
dialing 988 or being transferred from another organization to receive support on this line.
Your assignment will be based upon availability, staffing and operational needs. 988 is evolving
all the time as a brand-new system. Guidelines, capacity, need, and knowledge shift all the
time. Are you good with uncertainty and change? If not, now might not be the best time to join.
HopeLink Behavioral Health is a nationally recognized Crisis Center of Excellence and Accredited
24/7/365 Contact Center.

PRIMARY DUTIES:
1. Handle contacts by engaging our core philosophies to provide a crisis intervention,
safety and risk assessment, information and referrals, and intake screening of callers
seeking Mobile Crisis Response and other community services.
2. Respond to all offered calls via the Five9 or equivalent platform.
3. Adhere to 988 Suicide and Crisis Lifeline Standards, HopeLink Behavioral Health Policies
and Procedures, and appropriate accrediting bodies best practices when providing
services.
4. Ensure the 988 Suicide and Crisis Lifeline Suicide Safety Policy is adhered to utilizing
active engagement, asking about suicide directly, and accurately assess the severity of
the situation, engaging emergency intervention when criteria for imminent risk is met.
5. Engage in Suicide Safety and Risk Assessment by ensuring the immediate safety of the
caller, engaging in evaluation of access to lethal means, and utilizing safety planning
skills to ensure callers have a plan post call.
Reviewed/Updated: 6/18/2024
6. Offer and perform follow-up contacts to any individual who has experienced suicide
thoughts in the past 24 hours.
7. Provide safety and security for callers by assuring them of their confidentiality and
privacy and ensuring that any information shared by the client is kept confidential.
8. Accurately reflect crisis contact interactions in corresponding contact reports
throughout and at the end of each contact.
9. Accurately assess the severity of the situation and being able to engage emergency
resources independently and confidently.
10. Engage in a supportive and collaborative work environment, to maintain open
communication with supervisors, clinical and administrative support staff.
11. Support the overall operations of HopeLink's Crisis Services by performing additional
tasks and duties as assigned.

QUALIFICATIONS:
1. B.A. or B.S. preferred, degrees in Social Services, Psychology, Community, Public Health
or Human Services. Will consider relevant experience in lieu of education.
2. Ability to attend all training dates without conflict and successfully complete mandatory
Crisis Services Training.
3. Excellent written and oral communication skills; ability to articulate easily understood
over chat