Lead Crisis Chat and Text Specialist

Lead Crisis Chat and Text Specialist

Lead Crisis Chat & Text Specialist (Onsite Only)

Department: Suicide Prevention

Location: South Valley Center 2  

Reports to:  Associate Director, Program Manager, Crisis Center Supervisors

Status: Full-Time – Tuesday-Saturday 10 pm – 6:30 am

FLSA: Non-Exempt

Pay Range: $30.14 - $39.18/hr
EEO-1:  Office and Clerical

Organization Information

WellSpace Health believes that everyone deserves to be seen, no matter who you are, where you come from, where you work, or what place you call home. We see you and are here for you. To that end, we’ve committed ourselves to finding solutions for our community’s health and well-being to achieve regional health through high-quality comprehensive care.

Our focus has always been to offer a full range of quality medical care, dental care, mental health, and behavioral health services, and enabling services to underserved people.  We do this by placing ourselves within the communities we serve and employing outstanding healthcare professionals who are devoted to our mission.

We are a Federally Qualified Health Center (FQHC) and are accredited by the Joint Commission for Ambulatory Care and Behavioral Health. We’re also certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home.

Position Summary

The Lead Crisis Chat and Text Specialist is responsible for supervising, training assistance, and maintaining adherence to standards and policies of all Crisis Chat and Text Specialists and Volunteers; answering crisis chats and texts; providing crisis intervention, emotional support, intervention, and resources to callers; accurate record keeping and reviewing crisis call data for accuracy. In addition, to maintaining the confidentiality of chats and chatters, they will assist with crisis center training and outreach activities. This key position provides vital supervision and coverage for critical shifts including days, evenings, weekends, holidays, and overnights. The Lead Crisis Chat and Text Specialist assists with various program services including follow-up calls to callers at continued risk of suicide, Imminent Risk follow-up, Crisis Chats/Texting, ED/PC Follow-up, occasional outreach events, assistance with reports, data, filing, and other duties as assigned.

Required Qualifications

• High School Diploma or GED required. Bachelor’s Degree preferred, preferably in the psychology field.
• One year of previous paid work experience is required.
• Previous experience in crisis intervention, counseling, or psychology background is preferred.
• Exceptional interpersonal skills.
• Excellent customer service experience including active listening, problem-solving, and the ability to remain calm in emotional or stressful situations.
• Communicate clearly and concisely, both verbally and in writing, and demonstrate a high level of listening skills.
• Skilled in the use of technology including multiple-line telephones, computers (PC), laptops, and software including Microsoft Word, PowerPoint, Excel, Outlook, and email.
• Ability to work independently, as well as working as an integral part of a team of professionals.
• Ability to consistently adhere to crisis center program policies and procedures and meet monthly minimum key performance indicators (KPI’s).
• Must be professional, flexible, and adaptable to varying situations and coverage needs.
• Ability to abide by agency and Crisis Center code of ethics.
• Willingness to work flexible hours, including overnight shifts, holidays, weekends, and evenings, and change as needed according to coverage needs.
• Successful completion of all crisis center training and a passing score on the crisis line counselor exam within the first 21 days of employment.  A passing score and/or final evaluation is required before being released to work alone.
• Demonstrated commitment to the provision of services for the underserved and sensitive working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Fluency in additional languages preferred.
• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking, and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.
• Must have a valid driver’s license and insurable driving record.

Essential Responsibilities

• Assist with the Supervision of all Crisis Chat and Text Specialists and volunteers.
• Monitor and train all Crisis Chat and Text Specialists and volunteers on adherence to standards and policies.
• Assist with hiring interviews, screening, and onboarding of new Specialists and volunteers.
• Able to provide emotional support when responding to crisis lines, Crisis Chats/Texts, and warm line calls.
• Assess crisis intervention and treatment/support referrals to chatters in a consistent and non­ judgmental manner.
• Fill open crisis chat and text shifts regularly and as needed, including evenings, weekends, holidays, and overnights to ensure adequate coverage for the lines.
• Accurately assess each chatter for suicide risk following assessment protocols and practices and provide adequate and relevant safety/action planning for each chatter.
• Offer and provide follow-up calls to chatters and callers at risk of suicide, suicide loss survivors, and others.
• Follow through on imminent risk chatters to assure emergency contact is made with callers and confirm outcomes or re-engage callers as indicated.
• Provide detailed and thorough documentation for all crisis lines and crisis chats and texts.
• Consistently adhere to crisis center guidelines.
• Provide reporting on crisis center data and outcomes throughout the year.
• Assist with maintaining and updating the community resource database.
• Maintain confidentiality of both callers, crisis chat users, crisis center location, Crisis Line staff, and           
• Chat and Text policy and procedure.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Assist with other crisis center services including follow-up calls to callers at continued risk of suicide, Imminent Risk follow-up, Crisis Line, Chat and Text, occasional outreach events, and assistance with reports, data, and filing as needed.
• Other duties as assigned.

Benefits

Successful candidates will receive regionally competitive salaries, above-average health benefits at reduced costs, company-paid life insurance & long-term disability insurance, an additional voluntary retirement plan with company match, and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company-paid malpractice insurance for all providers
• Professional development hours offered annually
• 401(k) plan for eligible employees who have completed their 90-day introductory period

Physical Demands and Work Environment

The work environment is characteristic of an office environment.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone.  The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care.  The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment.  We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.  It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws.  WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WellSpace Health is an Equal Opportunity Employer

Qualifications

Salary : $30 - $39