988 Crisis Intervention Specialist

Position Title: 988 Crisis Intervention Specialist

Reports to: 988 Clinical Supervisor

Pay rate: $27.87/hour

Location: Fully remote

Location: Only WA state residents, please.

Union Representation: Represented by OPEIU

Schedules:

New – Call - .6 FTE Sun-Wed 4am-12pm;Benefits Eligible

New – Call - .8 FTE Thurs-Sat 4am-12pm;Benefits Eligible

New – Chat/Text - .6 FT Sun-Wed 8pm-4am;Benefits Eligible

New – Chat/Text - .8 FT Thurs-Sat 8pm-4am;Benefits Eligible

POSITION SUMMARY: The Crisis Intervention Specialist provides feedback and debriefing following call, chat or text contacts, and provides accurate, timely reviews of documentation and screening guides. The CIS participates in program meetings, complete 988 Suicide and Crisis Lifeline and organizational training as required.

JOB DUTIES:

988 SUICIDE AND CRISIS LIFELINE CONTACT SUPPORT

• Complete Crisis Connections and 988 Suicide and Crisis Line designated training to respond appropriately to 988 contacts via phone, chat or text.
• Complete documentation pertaining to 988 contacts in a timely manner.
• Maintain required contact records and honor contractual reporting requirements.
• Provide clinical guidance to Crisis Specialists as they respond to 988 contacts via phone, chat or text.
• Trained to assist in the prevention and shortening of wait times by being ready in the queue to perform Crisis Specialist role as appropriate due to staffing and contact volume.
• Partners closely with Crisis Services Clinicians to ensure appropriate clinical interventions and linkages are implemented for high acuity contacts.

PHONE SUPPORT RESPONSIBILITIES AS ASSIGNED

Provides effective support of 988 Crisis Specialists by assisting in the management of 988 contacts via phone, chat or text including:

• Assessment of emergent and non-emergent 988 contacts.
• Developing and implementing appropriate interventions with contacts.
• Timely resolution of 988 contacts.
• Provides adequate monitoring of contacts.
• Provides effective feedback and/or debriefing following calls, chats or texts for support or constructive coaching as needed.
• Provides support in new staff learning contact management skills and relevant program and organization policies and procedures.
• Assists Crisis Specialists in adhering to 988 Suicide and Crisis Line contractual requirements.

SERVICE DELIVERY

• Demonstrates knowledge of King County mental health system.
• Demonstrates knowledge of Crisis Connections resources:
• Competent use of Resource database.
• Competent use of contact management systems.
• Competent use of clinical documentation systems.
• Demonstrates knowledge of remote contact team protocol and procedure by:
• Maintaining accurate clinical logs and screening guides.
• Performing linkages in an accurate and timely manner.
• Provides adequate consultation to professionals and non-professionals.
• Maintains appropriate professionalism in dealing with Crisis Specialists, consumers, and professionals.
• Timely completion of Case Reviews as assigned; notifies Supervisors of need for Case Plans.
• Makes appropriate use of Supervisor.
• Participates in Crisis Specialists job shadowing and other responsibilities as assigned.

PROFESSIONAL DEVELOPMENT

• Participates in program meetings and planning.
• Attends trainings and organization in-services as required by 988 Suicide and Crisis Lifeline recommendations.

KEY PERFORMANCE INDICATORS

• 988 Suicide and Crisis Lifeline Program Standards
• Call Abandonment rate 5% or less.
• Call Answer Rate within 30 seconds.
• All staff working within the 988 Service Line share the responsibility to meet these contract metrics.

QUANTITY AND QUALITY OF WORK/WORK HABITS

• Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate and thorough.
• Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers and customers/clients.
• Makes appropriate use of Crisis Services Clinicians and Clinical Supervisors.
• Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors.
• Suggests solutions to identified problems.
• Attends all internal staff meetings as assigned.
• All other duties as assigned.

QUALIFICATIONS AND EXPERIENCE NEEDED:

• B.A. in social sciences
• Knowledge of King County Public Mental Health System
• Evidence of ability to develop and maintain effective working relationships
• Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and paraprofessionals
• Evidence of ability to work effectively in a fast-paced environment
• Excellent verbal, written, and technical skills including the ability to work in multiple software platforms concurrently
• Agency Affiliated Counselor (AAC) credential through the WA Department of Health required within 6 months of hire, for which Crisis Connections will reimburse the cost.

WORKING CONDITIONS:

Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction. This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

THRIVING EMPLOYEES MEANS THRIVING MISSION: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities:

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes

OFFERS OF EMPLOYMENT:

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Requirements

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

• Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

• High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
• A quiet and confidential designated working area.

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve