Crisis Specialist of 988 Chat/Text (After-hours)

Job Type Part-time Description

Position Title: Crisis Specialist of 988 Chat/Text

Reports to: 988 Clinical Supervisor

Type: Part-time, Non-Exempt; 22.5 hours per week

Shift: Graveyard/After-hours Shift Only; 12 am - 8 am 

Schedule: Sunday - Tuesday; 3 days a week

Pay rate: $25.50/hour; +$2/hr. graveyard shift differential

Union Representation: Represented by OPEIU

Location: Fully Remote, must be located in WA state

PROGRAM SUMMARY: Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

POSITION SUMMARY: The 988 Crisis Specialist is responsible for providing high quality comprehensive crisis intervention and emotional support to individuals experiencing emotional distress and mental health crisis who contact 988 Suicide & Crisis Lifeline via phone, online chat, and/or SMS text.

We are looking for empathetic, and motivated candidates who want to help others, as part of a growing team. Ideal candidates possess the ability to respond to crisis contacts via phone, chat, or text to assess suicide risks, safety plan, and identify appropriate community linkages for individuals who are experiencing emotional distress.  The ideal candidate for this role has excellent computer and spelling skills, a proven ability to communicate effectively through verbal or written communication, and multi-task in a high stress environment. We need you to have passion for helping others and experience in the areas of suicide prevention, mental health, crisis de-escalation, and addiction.

JOB DUTIES:

988 NATIONAL SUICIDE PREVENTION LIFELINE PHONE SUPPORT

1. Knowledgeable of organization and NSPL protocols and procedures.
2. Responds with empathy in a nonjudgmental and objective manner to 988 callers in acute distress.
3. Uses effective communication skills to assist in behavioral health and suicide risk assessment and de-escalation of 988 callers.
4. Assists 988 callers with risk reduction and safety planning.
5. Sets appropriate limits with difficult 988 callers.
6. Exhibits patience and responds to difficult 988 callers with sensitivity.
7. Smoothly integrates supervisory direction into 988 calls.
8. Alerts supervisor immediately to call content involving possible danger to the identified client or to other people. (Including suicide, homicide, child/elderly abuse, and other violence threats or ideation.)
9. Alerts supervisor when identified client presents indications of possible mental disorder.
10. Make every effort to resolve cases in the least restrictive environment and without law enforcement involvement whenever possible.
11. Triage 988 callers to appropriate response system partners for higher level of intervention as needed.
12. Adheres to confidentiality policy.

SERVICE DELIVERY

1. Skillfully uses technology and online directories to access resources.

2. Assists callers, when necessary, providing, contacting and utilizing resources; uses language line effectively to communicate with callers; provides advocacy when appropriate

3. Responsible for maintaining call volume response in accordance with 988 National Suicide Prevention Lifeline contractual metrics.

988 CALL DOCUMENTATION

1. Performs thorough and accurate collection of 988 caller/client demographic information.

2. Appropriately codes callers’ problems, summation of call, and disposition, including referral information, in the electronic health record.

3. Properly uses all other forms.

PROFESSIONAL DEVELOPMENT

1. Participates in program and organization staff meetings.

2. Attends trainings and organization in-services as required by National Suicide Prevention Lifeline/Vibrant recommendations.

KEY PERFORMANCE INDICATORS

1. 988/ National Suicide Prevention Lifeline Program Standards

• a. Call Abandonment rate 5% or less.
• b. Call Answer Rate within 30 seconds.

2. All staff working within the 988 Service Line share the responsibility to meet these contract metrics.

3. Crisis Call Specialists will maintain an available rate >85% during scheduled shift.

QUALITY AND QUANTITY OF WORK HABITS

1. Arrives at work on time and maintains regular a