988 Peer Support Specialist

Job Title: 988 Peer Support Specialist

Reports to: Clinical Manager of 988

Type: Full-Time, Non-exempt

Location: Fully Remote  (Candidates must be located in WA, AZ, OH, or TX to be considered for this role) 

Payrate: $25.50/hr.

Shift/Schedule: Monday - Friday, 10 am - 6 pm

Union Representation: OPEIU Representation 

POSITION SUMMARY: 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.

PROGRAM SUMMARY: The 988 Peer Support Specialist is responsible for providing high quality comprehensive follow-up and outreach services to individuals who contacted the 988 Suicide and Crisis Lifeline via phone, online chat, and/or SMS text.  

This position brings the mental health lived experience perspective into the work of the 988 Suicide and Crisis Lifeline by incorporating principles of recovery into all aspects of operational and relational support. 

  QUALIFICATIONS AND EXPERIENCE NEEDED:  

• At least 1 year of experience working as a peer support specialist 
• Demonstrate knowledge of Recovery Principles 
• Be advanced in own personal recovery from mental health, substance use, or co-occurring disorders.  
• WA State Certified Peer Counselor OR ability to acquire within 6 months of hire. 
• Excellent communication and problem-solving skills, including ability to respond to callers with patience, objectivity, and nonjudgmental attitude 
• Demonstrated ability to problem solve 
• Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and paraprofessionals 
• Evidence of technical proficiency and ability to work effectively in fast-paced environment. 
• Excellent verbal, written, and technical skills including the ability to work in multiple software platforms concurrently. 
• Skilled in web-based computer environment, database navigation, and multiple platforms for clinical contact and documentation. 

JOB DUTIES AND RESPONSIBILITIES:

988 NATIONAL SUICIDE PREVENTION LIFELINE PHONE SUPPORT 

• Knowledgeable of organization and 988 Suicide and Crisis Lifeline required protocols and procedures.   
• Responds with empathy in a nonjudgmental and objective manner to 988 follow-up contacts. 
• Exhibits patience and responds to difficult 988 contacts with sensitivity. 
• Provide follow-up phone contact with 988 contacts who have given consent via phone, chat, and/or SMS text.  
• Assess the contact’s current well-being and suicide risk. 
• Review and update the safety plan established for the caller during their initial contact with the 988 Crisis Services crisis call specialist. 
• Confirm next steps for 988 callers to follow in transition to non-crisis follow-up care, including a next-day appointment for contacts experiencing urgent, symptomatic behavioral health care needs. 
• Verify and document whether the individual was successful in making the transition to appropriate noncrisis follow-up care indicated in the safety plan and connection to additional resources as needed. 
• Alerts crisis services clinicians 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.) 
• Smoothly integrates clinical supervisory direction into 988 follow-up calls as needed. 
• Triage 988 contact for referral to the least restrictive environment and appropriate response system partners as needed for higher levels of intervention without law enforcement involvement whenever possible. 
• Sets appropriate limits with difficult 988 contacts.  
• Maintain confidentiality of all 988 contact users, crisis center location, Crisis Center staff, and 988 Suicide and Crisis Lifeline Policy and Procedures. 
• Adhere consistently to contact management guidelines and all organization policies and procedures.  
• Must complete new hire orientation and all required training within 30 days of hire. 

SERVICE DELIVERY 

• Skillfully uses technology and online directories to access resources. 
• Assists callers, when necessary, providing, contacting and utilizing resources; uses language line effectively to communicate with callers; provides advocacy when appropriate 
• Responsible for navigating follow-up contact in accordance with 988 National Suicide Prevention Lifeline and WA State legislation and DOH guidance.  
• Provide a minimum of 2 follow-up contacts to callers who have consented to follow-up within 24-72 after the original contact with 988. 
• Make at least three attempts contact the caller if the caller is not reached for a scheduled conversation. 

988 CALL DOCUMENTATION 

• Performs thorough and accurate collection of 988 contact demographic information. 
• Appropriately codes 988 contact’s concerns, summation of interaction, and disposition, including referral information, in the electronic health record.  
• Properly uses all other forms and on-shift resources correctly. 

PROFESSIONAL DEVELOPMENT  

• Participates in program and organization staff meetings. 
• Attends training and organization in-services as required by Vibrant/988 Suicide & Crisis Lifeline recommendations. 

QUALITY AND QUANTITY OF WORK HABITS  

• Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.  
• Follows personnel policies and procedures. 
• Written and verbal communication is clear, concise, accurate and thorough. 
• 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. 
• Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff and volunteers to outstanding performance.  
• Must be able to sit and stay focused while navigating technical platforms and virtual conversations for extended periods of time.  
• Makes appropriate use of supervisor. 
• Promotes a healthy work environment and contributes to a positive and progressive program culture by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff to outstanding performance.  
• Suggests solutions to identified problems and approaches decision-making and problem-solving opportunities in a proactive and inclusive way. 
• Attends virtually and in-person to complete all training as assigned. 
• Attends all staff meetings as assigned. 
• All other duties as assigned.  

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

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.

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• 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)
• 403B Retirement Plan
• Gym classes

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

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.

Technology Requirements:

• Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

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.