988 Crisis Specialist

Job Title: 988 Crisis Specialist (voice/chat/text)

Location: Indiana Resident / Remote Work

Department: Crisis Services at MHAI

Reports to: 988 Suicide and Crisis Lifeline Supervisor and 988 Manager

Hours per week: part-time and full-time hours available

Hourly rates from: $20 - $22

Exempt: No

Hours: weekday and weekend day, evening, and overnight shifts available

Job Summary:

MHAI seeks empathic, compassionate, and self-motivated individuals to remotely provide telephonic and chat/text emotional support and resources to Hoosiers via the 988 Suicide and Crisis Lifeline.

The 988 Suicide and Crisis Lifeline centers are intended to:

- De-escalate crises

- Relieve the immediate distress of individuals from different socioeconomic and cultural backgrounds experiencing a crisis

- Initiating and responding to emergency service departments such as fire, police, or social service organizations as requested

- Reduce the risk of individuals in a crisis harming themselves or others

- Promote timely access to appropriate services for those who require ongoing mental health or co-occurring mental health and substance use services

- Provide mental health information and referrals as requested

- Resolve at least 80% of all 988 contacts without further intervention

Team members will operate from their own private home office using provided telecommuting hardware/software, including a laptop computer, external monitor, headset, and VoIP web-based platform. They will remain connected to the virtual call center through our communication channels, including Microsoft Teams and Zoom. Crisis Specialists will be expected to access resources via web-based platforms concurrently, manage documentation, and talk with colleagues via Microsoft Teams for support when needed, all while talking someone through a critical moment and potential life-saving moments of a person's life.

Access to immediate emotional support and debriefing from leadership is available to all team members.

Onboarding is three weeks (80 hours), held during traditional business hours (Monday - Friday, 9am - 5pm), with virtual and in-person training at the MHAI office. On-the-job professional development (training) will occur via a virtual platform and on occasion, in person.

Specific Duties

Supporting individuals via the 988 Suicide and Crisis Lifeline

• Provide strengths-based, unbiased emotional support to individuals from different socioeconomic and cultural backgrounds
• Ensure the highest standard for the delivery of evidence-based or evidence-informed crisis support, including those related to suicide prevention and intervention
• Access and provide resources to individuals in need
• Maintain limited, web-based case notes to summarize an individual’s needs and any help provided

Maintain a professional work environment

• Ensure professionalism in the workspace and when using any of the Lifeline communication platforms.
• Fully interact with your remote team, including communicating while on shift via Microsoft Teams, Microsoft Office, and other mediums as assigned.
• Ensure the privacy and confidentiality of each Lifeline contact and their information
• Ensure the privacy and confidentiality of your colleagues' information

Participate in ongoing professional development

• Actively participate in on-the-job professional development opportunities

Complete other duties as assigned by the program or organizational leadership

• Remain flexible to new job duty assignments and opportunities

QualificationsSkillset

• A self-motivator who is comfortable and confident working independently from home
• Has developed and practices an ongoing self-care routine
• Possess a vital self-regulation skill set when working on any subject that may trigger past trauma or emotional stress
• Has a solid ability to multitask while remaining present and attuned to help seekers who may be in their darkest hour
• Can adapt to immediate changes in policies and procedures
• Can apply practical crisis intervention skills, suicide prevention and intervention strategies, and problem-solving techniques when responding to individuals in crisis
• Maintain a positive attitude while working, always representing MHAI and its partnering entities by providing excellent customer service and responding to everyone in a professional, nonjudgmental, empathic, and culturally appropriate manner

Experience

• Two years of experience in delivering crisis response/ stabilization and resources (preferred)
• A well-rounded knowledge base of crisis de-escalation, suicide intervention, social service agencies, mental health resources, substance use resources, the ability to teach coping strategies, and crisis intervention (preferred)
• A Crisis Specialist should also be comfortable navigating computers, web-based technology, Microsoft Teams, Microsoft Outlook, Zoom, and other platforms as assigned and trained (required)

Education

• High School Diploma or equivalent (required)
• Bachelor's degree in psychology, human services, or related field (preferred)

Home Office Requirements

Private and quiet location within your living place that adheres to HIPAA provisions, which must include:

• A closed door to ensure the confidentiality of our callers
• A hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (Dial-up, Wireless, Satellite internet service, and a cellular hotspot cannot be used -- ethernet cable will be provided); Minimum download speed 20 Mbps, Minimum upload speed 3 Mbps, Ping less than 100 ms
• An appropriate workspace, including a designated desk/table to accommodate a laptop and an external monitor
• Must ensure comfortability in wearing a wired headset while providing telephonic support
• Will have to provide a photograph and video/home tour of the office and various spot checks throughout employment

Work Location

• Remote 90%
• MHAI office 10%

Work Authorization

• United States (Required)
• Successful candidates must pass a Background Check upon hire

Benefits

Complete benefits program for full-time employees that includes medical, dental, vision, life insurance, STD/LTD, and EAP services.

Equal Employment Opportunity and Non-Discrimination

MHAI is committed to equal opportunity for all employees and applicants. MHAI does not discriminate in hiring, assignment, promotion, or other conditions of staff employment.

By 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.

About MHAI

Mental Health America of Indiana (MHAI) is Indiana’s leading mental health and substance use advocacy organization dedicated to providing overall mental wellness and recovery for all Hoosiers. A state affiliate of Mental Health America National, MHAI works to impact individuals directly affected by mental illness and addiction, as well as policymakers and other key stakeholders, through public education, advocacy, direct service, and public health reform.

The Crisis Services pillar at MHAI empowers individuals, communities, and organizations in each phase of the crisis lifecycle. Our team crafts its program drawing on evidence-based practices, striving for an equitable and trauma-informed delivery at every touchpoint. The Crisis Service pillar is home to the 988 Suicide and Crisis Lifeline.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Crisis Specialists MUST live in Indiana. Do you meet this requirement?

Work Location: Hybrid remote in Indianapolis, IN 46202