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Crisis Intervention Specialist
Job description
SUMMARY:
CONTACT Care Line is East Tennessee’s first crisis hotline. CONTACT’s Crisis program provides text-based and telephone-based crisis/suicide intervention services to visitors of the National Suicide Prevention Lifeline. The primary goal of the Crisis Intervention Specialist is to assess the risk of suicide, provide emotional support, and collaborate with the phone or text visitor on a plan for safety. The CONTACT staff works as a close team, building warm relationships and growing together through shared experiences. Each day brings new challenges and new opportunities to change lives.
WORK HOURS and SHIFT EXPECTATIONS:
We are hiring for evening, overnight, and weekend shifts. Shifts are 4.5 to 6.5 hours in length. The line operates 24/7, so weekend availability is required. Each Crisis Intervention Specialist is expected to work between 3 to 5 shifts weekly. Training hours will vary.
ESSENTIAL DUTIES & RESPONSIBILITIES:
The Crisis Intervention Specialist will:
- Answer chat/text (or phone) interactions from the National Suicide Prevention Lifeline (Crisis specialists may apply for, and work in, only phone or only text-based programs.)
- Assess and reduce the risk of suicide following established policy, protocol, and procedure
- Provide emotional support using active listening techniques
- Provide referrals to community resources when appropriate
- Conduct follow-up contacts by telephone or email
- Accurately document all interactions in accordance with established procedure
- Communicate and collaborate with team members and supervisors on shift
- Review alerts, updates, and announcements at the start of each shift
- Complete required job trainings
- Comply with all organizational policies, including a strict confidentiality policy
- Meet established standards of quality, productivity, attendance, and ethics
The crisis specialist must be able to perform each essential duty in a satisfactory manner with or without reasonable accommodation.
Applicants must meet the following requirements:
- Applicants must be 18 years of age or older
- Not a current (or within past 3 years) client of any CONTACT Care Line’s crisis programs
- Bachelor’s or Master's degree in a mental health or human development field prefered
Skills necessary to succeed as a Crisis Intervention Specialist:
- Proficiency in oral and written English language
- Fast, accurate typing skills
- Open, thoughtful, and prompt two-way communication
- Proficiency with web applications, navigating websites, and troubleshooting technical issues
- Empathic listening skills
- Calm, logical reasoning in stressful situations
- Resourceful problem-solving skills
- Strong ability to multitask – using multiple websites, communicating with teammates, and researching/consulting mental health resources while simultaneously supporting chat visitors
- Willingness to provide all visitors with non-judgmental, compassionate support regardless of personal, political, or philosophical differences
- Responsiveness to constructive feedback
TRAINING:
New Crisis Intervention Specialists receive training over Zoom. After an orientation to CONTACT, the CCS will learn the Suicide Safety Assessment Model for crisis chats in seminar-style sessions. Next, the CCS will gain hands-on experience via job shadowing and dynamic simulation exercises. Trainees will then work partnered shifts, paired with experienced mentors, until proficiency is established. All training hours will be paid at the normal hourly rate; pay for training hours will be received after successful completion of training. If proficiency is not demonstrated within 150 hours of experience on the crisis lines, employment may be terminated.
EDUCATION and/or EXPERIENCE:
- Bachelor’s or Master's degree in a mental health or human development field preferred
- Experience in the human service field preferred
PHYSICAL REQUIREMENTS:
While performing the assignment of Crisis Intervention Specialist, the individual must be able to promptly and openly communicate with members of the department. The individual will frequently need to use hands to finger, handle, or feel objects/keyboard, and reach with hands & arms.
Crisis Line Remote Work Requirements
You must prepare the materials and equipment necessary to perform shift duties. It is of vital importance that all Crisis Intervention Specialists act in accordance with CONTACT’s philosophy, policies, procedures, Imminent Risk Policies and Code of Ethics to provide the most consistent, compassionate, respectful, and collaborative service possible.
Please especially note the following requirements:
- Work conducted remotely must respect the privacy of clients and the complete confidentiality of all client information.
- The remote work area must be private and free from disruptions and distractions, which can include but are not limited to pet noise, other members of the household, construction work, etc.
- Crisis Intervention Specialists must have a secure password-protected internet network.
- Crisis Intervention Specialists must obtain permission from a supervisor to work from any area different from their designated remote workspace.
- Crisis Intervention Specialists must adhere to all crisis center and Lifeline policies, procedures, and protocols at all times.
- Crisis Intervention Specialists must immediately notify their supervisors if they encounter any technical problems.
- Crisis Intervention Specialists must keep the CONTACT Slack network open at all times during the shift and readily communicate with supervisors and teammates
- Crisis Intervention Specialists must have ready access to a phone line with which they can make outbound calls to emergency services and other resources.
Job Type: Part-time
Starting Pay: $15.00 - $18.00 per hour
