Crisis Specialist of 988

Position Title: Crisis Specialist of 988

Type: Part-Time and Full-time Shifts available

Location: Fully Remote, must be located in WA State

Payrate: $25.50/hr. +2.00/hr. after-hours shift differential

Union Representation: OPEIU Representation

Schedule: Call team: Thurs-Sat or Sun-Thurs GY shift (12 am-8 am) or Swing shift (4 PM-12 AM) or mid shift (6 PM-2 AM) on Friday, Sat, Sun (3-day schedule) or per diem Fri/Sat/Sun; Chat/text: Fri-Mon GY shift (12 am-8 am), Sun-Tues Day shift (8 am-4 pm), Sat-Sun Swing shift (4 pm-12 am).

Candidates must be located in WA state to be considered.

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.

QUALIFICATIONS AND EXPERIENCE NEEDED:

· Bachelor’s degree in social sciences (psychology, sociology, etc.) with previous experience in crisis call center, providing online emotional support, crisis text lines or chat services helpful; previous crisis intervention, counseling or psychology background is preferred.

· Knowledge of King County Public Mental Health System

· 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 a 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 SUICIDE AND CRISIS LIFELINE CONTACT SUPPORT

1. Knowledgeable of organization and 988 Suicide and Crisis Lifeline required protocols and procedures.

2. Respond to 988 Suicide and Crisis Lifeline telephonic, online chat, or SMS texts to provide emotional support, risk assessment, crisis intervention, and support referrals to contacts in a consistent and non-judgmental manner. 

3. Uses effective communication skills to assist in behavioral health and suicide risk assessment and de-escalation of 988 contacts.

4. Provide 988 contacts with risk reduction and safety/action planning. 

5. Sets appropriate limits with difficult 988 contacts.

6. Exhibits patience and responds to difficult 988 contacts with sensitivity.

7. Smoothly integrates supervisory direction into 988 contacts.

8. Alerts shift clinicians immediately to contact content involving possible danger to the identified client or to other people. (Including suicide, homicide, child/elderly abuse, and other violent threats or ideation.)

9. Alerts shift clinicians when identified contact presents indications of possible men­tal disorder.

10. Make every effort to resolve contacts in the least restrictive environment and without law enforcement involvement whenever possible.

11. Triage 988 contacts for referral to appropriate crisis response system partners for higher level of intervention as needed. 

12. Ability to adapt quickly to varied protocol/requirements of each incoming/outgoing communication modality.

13. Provide detailed and thorough documentation for all 988 crisis contacts.

14. Adheres to confidentiality policy.

15. Maintain confidentiality of all 988 contact users, crisis center location, Crisis Center staff, and 988 Suicide and Crisis Lifeline Policy and Procedures.

16. Adhere consistently to contact management guidelines and all organization policies and procedures. 

17. Must complete new hire orientation and all required training within 30 days of hire.

SERVICE DELIVERY

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

2. Assists 988 contacts, when necessary, by providing and utilizing resources; provide advocacy with clinical guidance when appropriate.

3. Responsible for maintaining contact volume responses in accordance with 988 Suicide and Crisis Lifeline contractual metrics.

988 CALL DOCUMENTATION

1. Performs thorough and accurate collection of 988 contact demographic information.

2. Appropriately codes 988 contact’s concerns, summation of interaction, and disposition, including referral information, in the electronic health record. 

3. Properly uses all other forms and on-shift resources correctly.

PROFESSIONAL DEVELOPMENT 

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

KEY PERFORMANCE INDICATORS

1. Vibrant/988 Suicide and Crisis Lifeline Program Standards

a. Call Abandonment rate 5% or less. 

b. Call Answer Rate within 20 seconds.

2. All staff working within the 988 Crisis Services Department share the responsibility to meet these contract metrics. 

3. 988 Crisis 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 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. Must be able to sit and stay focused while navigating technical platforms and virtual conversations for extended periods of time. 

6. Makes appropriate use of supervisor and clinicians.

7. 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. 

8. Suggests solutions to identified problems and approaches decision-making and problem-solving opportunities in a proactive and inclusive way.

9. Attends virtually and in-person to complete all training as assigned.

10. Attends all staff meetings as assigned.

11. All other duties as assigned. 

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.

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.

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.