Job Overview
Are you the go-to-person when friends and family are struggling with life? Do you love talking on the phone? Do you enjoy working remotely? Then providing crisis support via phone or text with the Be Well Crisis Helpline, a program of Mental Health America of Indiana (MHAI), might be the job you’re looking for!
Crisis Specialists are not able to read body language or see the facial expressions of callers so strong verbal and written communication skills are an absolute must! Engaging and assessing callers in this context requires a special skill set. Do you have what it takes
Crisis Specialists must be able to effectively multi-task. From your private home office, you are expected to answer crisis calls/texts, assess the crisis while determining the safety of the individual, locate resources and referrals, and maintain contact with teammates via chat, all while staying grounded and professional. Those who are easily flustered need not apply!
An effective Crisis Specialist must excel in using critical thinking and creative problem-solving skills. Crisis Specialists are expected to be on time for their shifts, ready to support Hoosiers in need with empathy and respect. The Be Well team has strong, supportive leadership available to assist Crisis Specialists with critical callers and situations, but overall, you will be empowered to work independently with minimal assistance.
If this is the type of work in which you have an interest, we would love to hear from you! To be considered for a position with Be Well and connect with a member of the MHAI leadership team, please review the job description in full and submit your application.
Job Title: Be Well Crisis Helpline Crisis Specialist (Remote Position – Central IN Residents Only)
Department: Be Well Crisis Helpline
Reports to: Be Well Supervisor
Hours per week: 30 – 40 (Weekend overnights)
Exempt: No
Employment length: Program currently runs through March 2023 with the possibility of an extension
Training: 1 week (40 hours) of virtual paid training
Overview
Mental Health America of Indiana (MHAI) is Indiana’s leading mental health and substance use advocacy organization dedicated to providing overall mental wellness and recovery for all Hoosiers. A state affiliate of Mental Health America National, MHAI works to impact individuals directly affected by mental illness and addiction, as well as policymakers and other key stakeholders, through public education, advocacy, direct service, and public health reform.
The Be Well Crisis Helpline is a free, 24/7 confidential telephonic and text-based program accessible to Indiana residents of all ages who are seeking support and resources for mental health and/or substance use related issues. Individuals seeking help range from those just needing a listening ear, to those with thoughts and/or plans related to suicide, to those simply seeking mental health resources for themselves or others. The Be Well Crisis Helpline team works to ensure Hoosiers have a safe place to turn to in times of crisis.
Job Summary
The Be Well Crisis Helpline is seeking empathic, compassionate, and self-motivated individuals to remotely provide telephonic and text-based emotional support and resources to Hoosiers in crisis.
The Crisis Specialist will operate from their own private home office using provided telecommuting hardware/software, including a laptop computer, external monitor, headset, and VoIP web-based platform, and will remain connected to the virtual call center through our communication channels, including utilization of Microsoft Teams and Zoom. Crisis Specialists will be expected to concurrently access resources via web-based platforms, manage documentation, and/or talk with colleagues via Microsoft Teams for support when needed, all while talking someone through a critical moment in their life.
Specific Duties
– Supporting Individuals via the Helpline
– Provide strengths-based, unbiased crisis counseling and support to all individuals who call or text into the Helpline
– Ensure the highest standard for the delivery of evidence based or evidence informed crisis support, including those related to suicide prevention and intervention
– Access and provide resources to individuals in need
– Following a call, initiate additional care, support, and connection to an individual in need through a “Caring Contacts” program
– Maintain limited, web-based case-notes to summarize an individual’s needs and any resources provided
– Maintain Professional Work Environment
– Ensure professionalism in the workspace and when using any of the communication platforms
– Fully interact with your remote team, including communicating while on shift via Microsoft Teams, Microsoft Office, and other mediums as assigned.
– Ensure the privacy and confidentiality of each caller and their information
– Ensure the privacy and confidentiality of your colleagues’ information
– Participate in on-going professional development
– Actively participate in on-the-job professional development opportunities
– Share opportunities with fellow team members
– Complete other duties as assigned by program or organizational leadership
– Remain flexible to new job duty assignments and opportunities
Skillset
A self-motivator who is comfortable and confident to work independently from home
Has developed and practices an ongoing self-care routine
Possesses the ability to remain composed when working with any subject that may trigger past trauma or emotional stress
Has a strong ability to multitask while remaining present and attuned to callers who may be in their darkest hour
Can adapt to immediate changes in policies and procedures
Can apply effective crisis intervention skills, suicide prevention and intervention strategies, and problem-solving techniques when responding to individuals in crisis
Maintain a positive attitude while working, always representing the Be Well Crisis Helpline and its partnering entities by providing excellent customer service and responding to each individual in a professional, nonjudgmental, empathic, and culturally appropriate manner
Experience
A minimum of two years of experience in delivering crisis response/ stabilization and resources to individuals and families. A well-rounded knowledge base of crisis de-escalation, suicide intervention, social service agencies, mental health resources, substance use resources, ability to teach coping strategies, and crisis intervention is preferred.
A Crisis Specialist should also be comfortable with navigating computers, web-based technology, Microsoft Teams, Microsoft Outlook, Zoom, and can be trained in the use of other platforms and/or programs.
Education
Bachelor’s degree in psychology, human service, or related field is preferred
Experience and education exceptions may be made on a case-by-case basis.
Home Office Requirements
Private and quiet location within your place of living that has:
1. A closed door to ensure confidentiality of our callers
2. A hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (Dial up, Wireless, Satellite internet service and/or a cellular hotspot cannot be used — ethernet cable will be provided);
a. Minimum download speed 20 Mbps
b. Minimum upload speed 3 Mbps
c. Ping less than 100 ms
3. An appropriate workspace, including a designated desk/table to accommodate a laptop and external monitor
Must ensure comfortability in wearing a wired headset while providing telephonic support
We are staffed 24/7, including weekends and holidays
Work Location
Fully Remote
Work Authorization
United States (Required)
Successful candidates must pass a Background Checks and Drug Screen upon hire.
Benefits
Ability to work safely from home
Monthly technology stipend
Full benefit program that includes medical, dental, vision life insurance, STD/LTD and EAP services (basic plan for employees paid for by employer; upgraded plans and/or family coverage available at the employee’s expense)
An accrued planned time off package
A team-oriented culture of leading crisis specialists with a supportive leadership team
Work Location
- Multiple locations (Central Indiana residents only)
Work Remotely
- Yes
Job Type: Full-time
Pay: $23 – $25
Job Type: Full-time
Pay: $23.00 – $25.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Overtime
- Weekend availability
Application Question(s):
- Do you have two years of crisis intervention experience?
- Do you live in Central Indiana?
- Do you have a private home office to perform these duties?
Education:
- High school or equivalent (Preferred)
Language:
- Spanish (Preferred)
License/Certification:
- Driver’s License (Preferred)
Shift availability:
- Overnight Shift (Required)
Willingness to travel:
- 25% (Preferred)
Work Location: Multiple Locations
