Job Overview
HOURS PER WEEK:
Full Time, 40 hours per week; Shift times may be subject to change based upon contractual and operational needs
Current Available Shift Times for National Back-Up Phone Service:
1st Shift 4a-12:30p
2nd Shift 12p-8:30p Est
3rd Shift 8p-4:30a Est
Current Training Schedule is 10a-6p Monday-Friday regardless of hired shift, Held for 4 weeks with an additional 1 week of On The Job Trainings and Supported Shifts. All Trainings must be attended in Full.
POSITION and Primary Duties:
The Crisis Worker will use active listening and provide emotional support to answer local and national 988 Suicide and Crisis Helpline calls.
This is a line which primarily receives calls from outside of the state of Virginia. Callers are dialing 988 or being transferred from another organization to receive support on this line. Your assignment will be based upon availability, staffing and operational needs. 988 is evolving all the time as a brand-new system. Guidelines, capacity, need, and knowledge shift all the time. Are you good with uncertainty and change? If not, now might not be the best time to join.
HopeLink Behavioral Health is a nationally recognized Crisis Center of Excellence and Accredited 24/7/365 Contact Center.
-Handle contacts by engaging our core philosophies to provide a crisis intervention,
safety and risk assessment, information and referrals, and intake screening of callers
seeking Mobile Crisis Response and other community services.
-Respond to all offered calls via the Five9 or equivalent platform.-Adhere to 988 Suicide and Crisis Lifeline Standards, HopeLink Behavioral Health Policies
and Procedures, and appropriate accrediting bodies best practices when providing
services.
-Ensure the 988 Suicide and Crisis Lifeline Suicide Safety Policy is adhered to utilizing active engagement, asking about suicide directly, and accurately assess the severity of the situation, engaging emergency intervention when criteria for imminent risk is met.
-Engage in Suicide Safety and Risk Assessment by ensuring the immediate safety of the caller, engaging in evaluation of access to lethal means, and utilizing safety planning skills to ensure callers have a plan post call.
-Offer and perform follow-up contacts to any individual who has experienced suicide thoughts in the past 24 hours.
-Provide safety and security for callers by assuring them of their confidentiality and privacy and ensuring that any information shared by the client is kept confidential.
-Accurately reflect crisis contact interactions in corresponding contact reports throughout and at the end of each contact.
– Accurately assess the severity of the situation and being able to engage emergency resources independently and confidently.
– Engage in a supportive and collaborative work environment, to maintain open communication with supervisors, clinical and administrative support staff.
-Support the overall operations of HopeLink’s Crisis Services by performing additional tasks and duties as assigned.
QUALIFICATIONS:
1.B.A. or B.S. preferred, degrees in Social Services, Psychology, Community, Public Health or Human Services. Will consider relevant experience in lieu of education.
2. Ability to attend all training dates without conflict and successfully complete mandatory Crisis Services Training.
3. Excellent written and oral communication skills; ability to articulate easily understood over chat and text-based service, along with phone skills due to outbound calls.
4. Strong computer skills with various software – Microsoft Products proficient skills experience and proficient typing skills.
5. Demonstrated knowledge and ability to make sound decisions under pressure. Along with a solid support system, and capacity to hold other’s emotions.
6. Secure access to reliable hardwired internet and a desktop or laptop computer that both utilize Zoom and web browser simultaneously and support other platforms as needed.
7. Must maintain a confidential workspace.
8. High degree of empathy toward the clients we serve.
9. Demonstrated knowledge of distress tolerance and coping skills.
10. Weekend and holiday availability required.
EXPECTATIONS REGARDING QUALITY OF WORK:
• Respond to crisis contacts in a professional manner following established protocols.
• Maintain the confidentiality and privacy of information provided by callers.
• Respond to callers in way that is accepting, empathetic, objective, non-judgmental, nondirective and responsive to the feelings of callers.
• Adhere to the assigned shift schedule and follow program procedures when requesting
coverage for an assigned shift.
• By the end of each contact, complete contact reports for each interaction.
• Attend and participate in scheduled supervisions and staff meetings. As well as
debriefings as appropriate.
• Fulfill the required assigned trainings, participate in quality assurance measures, and onshift collaboration to work through challenges.
• Perform their job duties from a work-appropriate pre-approved location as outlined in
their offer letter and onboarding paperwork.
HopeLink has been recognized as one of the 50 Best Nonprofits to Work for in the U.S. and we are growing! Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration for adults living with behavioral health care challenges.
Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion
‘Where Hope Meets Help.’
HopeLink Behavioral Health is dedicated to equal opportunity in employment and considers applicants for all positions based on their qualifications and without regard to race, color, religion, gender, national origin, age, marital status, veteran’s status, disability, sexual orientation, or any other protected class. Reasonable accommodation will be made as appropriate to enable any employee or applicant for employment to safely and properly perform the job applied for as requested and as appropriate.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.
More Information
- Salary Offers $17 - 20/hourly
- Remote Work Full-time remote work
