[Hiring] 988 Phone Representative @First Contact

Role Description

• Answer incoming phone calls from the 988 Crisis and Suicide Lifeline from clients needing online emotional support.
• Ensure you meet all 988 Crisis and Suicide Lifeline performance metrics.
• Talk with Imminent Risk clients and de-escalate, screen, safety plan, and reduce lethal means during the conversation.
• Use the least invasive approach to service provision.
• Provide referrals, deploy mobile crisis units, and engage law enforcement in active rescue, as needed.
• Complete and pass all Lifeline Simulation Training modules as required.
• Participate in at least two Lifeline Simulation Training modules per year, as required.
• Score at least 85% monthly in quality assurance monitoring.
• Seek to attain American Association of Suicidology (AAS) crisis certification, when eligible.
• Build and maintain relationships with visitors that show respect, build trust, and confidentiality during and after the conversation.
• Serve and participate in national, state, and local meetings, committees, community activities, and outreach events, as required.
• Actively participate in ongoing supervision, training, and team meetings.
• Participate in proactive team efforts to achieve departmental and company goals.
• Follow all organization’s policies, practices, and procedures.

Qualifications

• Excellent verbal communication, customer service, and time management skills.
• Ability to read and interpret documents.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients or members of the community.
• Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
• Ability to add, subtract, multiply, and divide.
• Ability to problem-solve and manage a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Strong data entry skills.
• Proficient personal computer skills including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Ability to handle multiple tasks simultaneously.
• Seeking a supportive and collaborative team member.

Requirements

• Bachelor’s Degree from a four-year college or university or higher is preferred.
• A high school diploma or equivalent with a combination of experience may be considered.
• One year or more of related crisis, mental health, or substance abuse experience is required.
• Experience handling crisis phone calls is required.
• Health and Human Services background preferred.
• Above-average computer skills preferred.

Physical Demands

• Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature.
• Includes sitting and/or standing for extended periods of time with the ability to lift up to 10 lbs.
• Manual dexterity is sufficient to reach/handle items, work with the fingers, and perceive attributes of objects and materials.

Other

• Level II Background Screen
• Valid State of Florida Driver’s License

Location

CLEARWATER, Florida (Remote)

Department

988 Crisis Phone

Employment Type

Full-Time

Minimum Experience

Experienced

Compensation

27.50