Crisis Contact Chat Specialist
JOB SUMMARY:
HeartLine provides 24/7 support to individuals and families with a primary focus to de-escalate crisis situations presented via phone, text and chat services. Situations can range from relationship struggles, parenting issues, child abuse, anxiety, depression to suicidal thoughts and suicide attempts in progress. Specialists assess caller needs, provide information about or linkage with appropriate service providers, offer advocacy assistance when required, and follow-up, as assigned, to ensure that the individual’s needs are met.
JOB RESPONSIBILITIES:
•Responds to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
•Consistently and accurately assess each chat/texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each contact.
•Offer and provide follow-up services to individuals at risk of suicide, suicide loss survivors, or third-party contacts.
•Gather information about the circumstances that precipitated the call and the caller’s specific needs for assistance.
•Serve as a mandated reporter in cases of suspected abuse.
•Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes or re-engage as instructed using the ASIST model.
•Maintain confidentiality of all contacts adhering to HeartLine’s policies and procedures.
•Complete required HeartLine paperwork, including the recording of all calls in the resource database accordingly.
•Utilize supervisory consultation for guidance, support, or debriefing as needed.
•Attend in-services and continuing education events to improve skills and be alerted to changes in policies or procedures.
•Actively participate in HeartLine’s community disaster/emergency response plan.
JOB QUALIFICATIONS:
High School diploma or some college preferred. Experience in mental health, crisis intervention, counseling, psychology, a loss survivor, working with youth or LGBTQA, or community non-profit a plus. Reliable with a willingness to work flexible hours, including overnight shifts, holidays, weekends, and change as needed according to coverage needs. Must have the ability to work independently with confidence, as well as work as an integral part of a team of professionals.
REQUIRED SKILLS AND ABILITIES:
Strong verbal skills, computer skills required. Ability to work with volunteers, ability to show compassion and nonjudgmental attitude while assisting callers with diverse and complex needs. Ability to handle stress due to scope and type of calls that may be received. Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop. WORK ENVIRONMENT: HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. There are opportunities for participation, challenge, and broadening experiences. The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Routine office environment.
Job Types: Full-time
Contract Pay: $14.00 per hour
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. Contents may be subject to change to meet the needs of the organization.
Alternative methods of application or screening are available by contacting 405-840-9396. If you need a reasonable accommodation to assist with the application process, please contact us at 405-778-8151 or MPierre@HeartLineOklahoma.org.