988 Specialist - Call Center

Description

Job Summary:

The 988 Specialist is responsible for providing immediate, confidential, and compassionate support to individuals in crisis via phone, chat, and text. You will assist individuals facing mental health challenges, suicidal thoughts, or other emotional distress by offering resources, crisis intervention, and referrals to appropriate services. This role is crucial in connecting individuals with life-saving support and care during times of acute emotional distress.

Essential Functions:

1. Receive and respond to incoming calls, chat messages, and text inquiries from individuals in crisis. Provide calm, empathetic, and non-judgmental support to individuals experiencing emotional distress, including thoughts of suicide, anxiety, relationship distress, or other urgent behavioral health concerns.
2. Uses established protocols and crisis assessment tools to evaluate the severity of the situation, including risk factors, and determine the appropriate level of intervention.
3. Employs active listening skills to de-escalate situations and provide emotional support to individuals in crisis, ensuring they feel heard, understood, and not alone.
4. Utilizes de-escalation techniques to stabilize callers and ensure their immediate safety while maintaining a calm and supportive environment.
5. Provides information on mental health resources, community support services, and treatment options based on individual needs. Help individuals connect to local crisis centers, counseling services, or emergency services when needed.
6. Maintains accurate and confidential records of contacts, including detailed notes of the conversation and follow-up actions, in compliance with organizational policies and legal requirements.
7. Works closely with other crisis services team members, healthcare professionals, and community organizations to ensure coordinated care for individuals in crisis.
8. Participates in ongoing training related to crisis intervention, behavioral health issues, and effective communication techniques.
9. Adheres to all organizational policies, procedures, and legal requirements regarding confidentiality, privacy (such as HIPAA compliance), and professional conduct.
10. Other duties as assigned.

Qualifications

Education and Experience:

1. High school diploma or equivalent required.  Bachelor’s degree in psychology, social work, sociology, or human services preferred.
2. At least one year of experience in a customer service, crisis intervention, or mental health support role is preferred. Experience in handling crisis situations over the phone, via chat, or text is a plus.

Skills:

1. Strong verbal & written communication and active listening skills.
2. Ability to remain calm and composed under pressure.
3. Empathy, patience, and a non-judgemental attitude.
4. Familiarity with crisis intervention techniques and mental health first aid is a plus.
5. Proficient in using computer systems, chat platforms, and texting tools for documentation and communication.