988 Chat & Text Specialist, FT Sunday-Thursday 4pm-12am (37.5 hours/week)

Background check required

General Information

Position Title

988 Chat & Text Specialist, FT Sunday-Thursday 4pm-12am (37.5 hours/week)

Location:

Main Office/Hybrid/Remote

at agency discretion

Date

December 2, 2024

Reporting Relationship(s)

Position reports to 988 Chat & Text Coordinator

Hours

28 - 37.5 hours/week, as scheduled between the hours of 4pm-12am

FLSA Classification

Non-exempt horuly- $20.50 with shift differentials

General Summary

The 988 Chat & Text Specialist handles incoming chats and texts from individuals experiencing a suicidal or mental health crisis. This role is vital in providing active listening, collaborative problem solving, and safety planning to those in need. The 988 Chat & Text Specialist is part of a dedicated team that aims to offer compassionate, non-judgmental, and confidential support to those in crisis, helping to save lives and promote mental well-being. A successful 988 Chat & Text Specialist knows the importance of empathy, cultural competency, and connection to help visitors develop a plan to manage current and future crises.

Duties And Responsibilities

• Respond to incoming 988 chat and texts via the Unified Platform, with compassion and in accordance with the organization’s training and scope
• Place outbound messages and follow-up texts as scheduled
• Provide emotional and crisis intervention support, using established protocols to de-escalate and make appropriate connections to community safety net programs
• Complete suicide screenings, assessments, and safety plans for all 988 contacts in accordance with 988 Lifeline Suicide Safety Policy
• Assess visitors' needs, navigate web-based databases, and provide appropriate information and referrals to appropriate community resources, as needed
• Provide support with contacting emergency services for visitors requiring emergency assistance
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating on monitored chat and text interactions
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
• Perform additional responsibilities as they develop and are assigned
  
  

Education Requirements

High school diploma required; Associates in Human Services or related field, strongly preferred.

Knowledge and Skills Needed to Perform Effectively in this Position

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately
• Comfort with conversations related to mental health and suicide and ability to collaboratively explore visitor needs and make community safety net connections
• Ability to work under pressure and handle high volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering chats/texts, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations
  
  

Additional Requirements

• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Completion of Applied Suicide Intervention Skills Training (ASIST)
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.
  
  

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• Sitting at a computer for long periods of time; entering data; listening & conveying support through chat and text-based interactions
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities
  
  

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.