988 Specialist Full-Time and Part Time

Benefits

• Paid training

Job Title: 988 Specialist:

Full Time (28 -37.50 hours a week as scheduled)

Part Time (15 - 27 hours a week as scheduled)

Training rate: $17.00 per hour + shift differentials
post-training rate: $19.50 per hour + shift differentials

Shifts:

Phone shifts:

Thursday- Monday, 12am-8am; Sunday - Thursday, 8am-4pm; various

PT hours Sunday, Monday, and Saturday

Chat/Text: Shifts

available daily, 8pm-4am, 8pm-12am, 12am-4am

Work Site:

Must live within a 60-mile radius.

Fully in Office, Fully Remote, Hybrid

Position reports to assigned 988 Coordinator.

General Summary

The 988 Specialist responds to incoming calls and/or chats/texts (contacts) to the 988 Lifeline. The person in this position is responsible for providing active listening, collaborative problem solving, and safety planning to those experiencing crisis. A successful 988 Specialist knows the importance of empathy, cultural competency, and connection to help callers develop a plan to manage current and future crises. This position requires a compassionate listener with crisis management skills and a desire to help those in need.

Under the general supervision of a 988 Coordinator, the 988 Specialist handles incoming calls to 988 and other various assigned crisis and community support lines OR incoming 988 chats/texts:

answering all contacts, collecting, and documenting all required data, and offering any applicable resources and referrals to clients.

988 Specialists may work phone shifts OR chat/text shifts OR elect to work a combination of both shift types but will not be responding to both phones and chats/texts simultaneously.

Duties and Responsibilities

Answer contacts on assigned incoming lines, including but not limited to 988, crisis, and community support lines, with compassion and in accordance with the organization?s training and scope.

Place outgoing and follow-up calls to designated programs as scheduled.

Document contacts in an accurate and timely manner in web-based helpline software.

Apply crisis intervention tools and techniques and make appropriate connections to community safety net programs when needed.

Assist with placing rescue calls as needed for contacts requiring emergency assistance.

Navigate multiple computer databases to locate and refer contacts to appropriate community resources.

Regularly achieve a satisfactory or above rating for contacts monitored on assigned lines.

Maintain a meets expectation rating for answer rates across all lines.

Attend mandatory quarterly staff meetings and complete required trainings, workshops, and continuing education to remain knowledgeable about best practices, policies, and protocols, including Applied Suicide Intervention Skills Training

Perform additional responsibilities as they develop and are assigned.

Education Requirements

B.A. in Mental Health/Human Services field, or related field of study, desired. Comparable training and experience will be considered. Must also have a demonstrated ability to effectively manage crises.

Previous Experience Requirement

Crisis counseling/mental health experience; experience linking people with needed community resources.

Knowledge and Skills Needed to Perform Effectively in this Position.

Strong empathy, active listening, communication, teamwork, and interpersonal skills

Strong written communication and documentation skills

Ability to adapt quickly to varied protocol/requirements of each incoming/outgoing line.

Function autonomously and exercise good judgment and decision-making skills, particularly in a crisis

Skilled in web-based computer environment, database navigations, and multi-line phone system

Effectively multi-task and use an internal messaging system during calls and throughout shift.

Additional Requirements

A sense of responsibility and commitment to Contact Community Services and its mission.

High energy, patience, and controlling one?s emotions, as well as the ability to think analytically in a high stress environment.

Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests.

Understanding of personal wellness

Work schedules are determined based upon contact volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).

This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment. If you are required to report to work during a shift where the business office is closed due to an emergency, you will be compensated at a rate to equal one and half times your regular rate of pay.