988 Crisis Intervention Specialist of Chat/Text Services

Description

Position: Crisis Intervention Specialist of 988

Reports to: Clinical Supervisor of 988

Type: Part-Time, 3 shifts available.

Location: Fully Remote, must be located in WA State

Payrate: $26.53/hr. + $2/hr. shift differential

Union Representation: OPEIU Representation

Schedule: Regular Part-Time, 3 shifts available from Mon - Wed 12 am - 8 am (GY/After-hours shift)

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: 988 Crisis Intervention Specialist provides primary support for incoming contacts via phone, chat, or text from the 988 Suicide and Crisis Lifeline. The CIS is responsible for the assessment, development and implementation, and resolution of emergent and non-emergent 988 contacts received by Crisis Specialists.

The Crisis Intervention Specialist provides feedback and debriefing following calls, and provides accurate, timely reviews of call documentation and screening guides. The CIS participates in program meetings, complete 988 Suicide and Crisis Lifeline and organizational trainings as required.

This is what you’ll be doing:

• Provides effective support of 988 Crisis Call Specialists by assisting in the
• management of 988 calls including:
• Assessment of emergent and non-emergent 988 calls,
• Developing and implementing appropriate interventions with callers,
• Timely resolution of 988 calls.
• Provides adequate monitoring of calls.
• Provides effective feedback and/or debriefing following calls.
• Provides support in new staff learning call handling skills and relevant policies and procedures.
• Assists Crisis Call Specialists in adhering to 988 phone line contractual
• requirements.

We want to hear from you if you have these qualifications and skills:

• B.A. in social sciences
• Knowledge of King County Public Mental Health System
• Evidence of ability to develop and maintain effective working relationships
• Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and paraprofessionals
• Evidence of ability to work effectively in a fast-paced environment
• Excellent verbal, written, and technical skills including the ability to work in multiple software platforms concurrently.

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• 100% Employer paid Medical, Dental and Vision Coverage
• Annual Wage increases
• $1000 Employee Referral Bonus for select hard to fill roles
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403 B Retirement Plan

Requirements

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

988 SUICIDE AND CRISIS LIFELINE CONTACT SUPPORT

1. Complete Crisis Connections and 988 Suicide and Crisis Line designated training to respond appropriately to 988 contacts via phone, chat or text.

2. Complete documentation pertaining to 988 contacts in a timely manner.

3. Maintain required contact records and honor contractual reporting requirements.

4. Provide clinical guidance to Crisis Specialists as they respond to 988 contacts via phone, chat, or text.

5. Trained to assist in the prevention and shortening of wait times by being ready in the queue to perform Crisis Specialist role as appropriate due to staffing and contact volume.

6. Partners closely with Crisis Services Clinicians to ensure appropriate clinical interventions and linkages are implemented for high acuity contacts.

PHONE SUPPORT RESPONSIBILITIES AS ASSIGNED

1. Provides effective support of 988 Crisis Specialists by assisting in the

management of 988 contacts via phone, chat or text including:

a. Assessment of emergent and non-emergent 988 contacts.

b. Developing and implementing appropriate interventions with contacts.

c. Timely resolution of 988 contacts.

2. Provides adequate monitoring of contacts.

3. Provides effective feedback and/or debriefing following calls, chats or texts for

support or constructive coaching as needed.

4. Provides support in new staff learning contact management skills and relevant

program and organization policies and procedures

5. Assists Crisis Specialists in adhering to 988 Suicide and Crisis Line

contractual requirements.

SERVICE DELIVERY

1. Demonstrates knowledge of King County mental health system.

2. Demonstrates knowledge of Crisis Connections resources:

a. Competent use of Resource database.

b. Competent use of contact management systems.

c. Competent use of clinical documentation systems.

3. Demonstrates knowledge of remote contact team protocol and procedure by:

a. Maintaining accurate clinical logs and screening guides.

b. Performing linkages in an accurate and timely manner.

4. Provides adequate consultation to professionals and non-professionals.

5. Maintains appropriate professionalism in dealing with Crisis Specialists, consumers, and professionals.

6. Timely completion of Case Reviews as assigned; notifies Supervisors of need for Case Plans.

7. Makes appropriate use of Supervisor.

8. Participates in Crisis Specialists job shadowing and other responsibilities as assigned.

PROFESSIONAL DEVELOPMENT

1. Participates in program meetings and planning.

2. Attends trainings and organization in-services as required by 988 Suicide and Crisis

Lifeline recommendations.

KEY PERFORMANCE INDICATORS

1. 988 Suicide and Crisis 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.

QUANTITY AND QUALITY OF WORK/WORK HABITS

1. Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.

2. Follows personnel policies and procedures.

3. Written and verbal communication is clear, concise, accurate and thorough.

4. Demonstrates genuine relationships by cooperating with others, handling disa­greements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers and customers/clients.

5. Makes appropriate use of Crisis Services Clinicians and Clinical Supervisors.

6. Promotes a healthy work environment by demonstrating collaborative deci­sion-making and team-building behaviors.

7. Suggests solutions to identified problems.

8. Attends all internal staff meetings as assigned.

9. All other duties as assigned.

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.