CRISIS SPECIALIST

Work with great people doing great things! Join Buckelew Programs and play a pivotal role in making a meaningful impact on the lives of individuals facing mental health and substance use challenges in the North Bay.

We are hiring a new Crisis Specialist to join our Suicide Prevention team. As a Crisis Specialist I, you will be trained to answer calls to a free, confidential hotline for individuals experiencing suicidal thoughts or emotional distress. As part of the national 988 Lifeline network, our Crisis Specialists support thousands of callers every year. This is a full-time 32-hour per week role, working Sunday, Monday, Tuesday, Wednesday, 7 am - 3 pm. After initial training, this position offers the opportunity to work partially from home.

RESPONSIBILITIES:

- Required to greet every help seeker with respect, empathy, warm connection and cultural sensitivity in accordance with training and established practices.

- Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.

- Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.

- Compliance with program KPIs answering 90% of calls within 20 seconds or less

- Attend staff meetings, in-service meetings and trainings as scheduled. Complete ongoing training assignments as required.

- Maintain updated knowledge of, and implement, program protocol changes.

- Responsible for keeping accurate Paycom time records of all shifts worked.

- Review email, announcements during each shift worked and resource books, manuals and directories as needed.

- Access to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements

- Assist in the training and mentoring of new Crisis Specialists on shift.

Qualifications

Education and Experience

- High school diploma or equivalent required; Associates degree in Social Services preferred

- Experience providing excellent customer service required

- Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred

- Continued employment contingent upon successful completion of Crisis Hotline Counseling Training

- Ability to work independently, including overnight and night shifts

- Willingness and ability to participate in ongoing training

- Bilingual English/Spanish verbal skills highly desirable

Skills and Abilities

- Exceptional interpersonal skills with the ability to establish a warm, supportive counseling rapport

- Strong problem-solving skills with demonstrated sound judgment and decision-making ability

- Emotional maturity, dependability, and professionalism

- Proven ability to handle confidential information with discretion and integrity

- Adaptability in managing competing demands while maintaining a high level of client/customer service

- Proficiency with computers, including databases and Microsoft Outlook

- Keyboarding speed of 35 WPM or greater with a high degree of accuracy

- Strong attention to detail, reliability, and organizational skills

- Ability to manage a flexible work schedule and consistently commit to agreed-upon hours

PHYSICAL REQUIREMENTS

- Work performed in a comfortable indoor environment

- Ability to maintain composure and quality of work in emotionally demanding situations

- Job frequently requires sitting, fine motor skills, and handling objects with hands

- Constant or frequent use of a computer and telephone

- Ongoing communication through listening and speaking

- Occasional standing, walking, and reaching required

- Vision sufficient to read printed and electronic materials

- Hearing sufficient to communicate in person and by telephone

We are an Equal Opportunity Employer committed to creating a workplace that celebrates diversity, promotes equality, and fosters inclusion. We encourage applications from individuals of all backgrounds, experiences, and perspectives.