[Hiring] CRISIS SPECIALIST I @BUCKELEW PROGRAMS

Role Description

Join Buckelew and work with great people doing great things! Buckelew Programs is a leading provider of behavioral healthcare services in the North Bay, providing compassionate mental health, supported housing, and substance use treatment.

We are hiring a new Crisis Specialist I to join our Suicide Prevention team. In this role you will:

• Listen, provide support, and connect callers to local resources if necessary.
• Support the mission and objectives of Buckelew Programs by maintaining the privacy and confidentiality of information.
• Protect the assets of the organization, act with ethics and integrity, and adhere to applicable laws and regulations.
• Cover openings in our schedule from full-time staff for training and other needs.
• Work shifts that may include day, swing, or overnight with no guarantee of hours or set schedule.

Responsibilities:

• Greet every help seeker with respect, empathy, warm connection, and cultural sensitivity.
• Complete safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Maintain accurate and thorough call records and documentation.
• Comply with program KPI’s by answering 90% of calls within 20 seconds or less.
• Attend staff meetings, in-service meetings, and trainings as scheduled.
• Maintain updated knowledge of, and implement, program protocol changes.
• Keep accurate Paycom time records of all shifts worked.
• Review email, announcements during each shift worked, and resource books, manuals, and directories as needed.
• Ensure access to high-speed internet with an active Ethernet connection, and maintain a quiet/confidential workspace in alignment with HIPAA requirements.
• Assist in the training and mentoring of new Crisis Specialists on shift.

Qualifications

• High school diploma or equivalent required; Associate’s 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.

Requirements

• 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.

Company Description

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.