988 Chat & Text Specialist, FT Tuesday-Saturday 4pm-12am (37.5 hours/week)
Background check required
You must reside in New York State.
General Information
Position Title:
988 Chat & Text Specialist, FT Tuesday-Saturday 4pm-12am (37.5 hours/week)
Location:
Main Office/Hybrid/Remote at agency discretion
Date:
December 2, 2024
Reporting Relationship(s):
Position reports to 988 Chat & Text Coordinator
Hours:
28 – 37.5 hours/week, as scheduled between the hours of 4pm-12am
FLSA Classification:
Non-exempt hourly- $20.50 with shift differentials
General Summary
The 988 Chat & Text Specialist handles incoming chats and texts from individuals experiencing a suicidal or mental health crisis. This role is vital in providing active listening, collaborative problem solving, and safety planning to those in need. The 988 Chat & Text Specialist is part of a dedicated team that aims to offer compassionate, non-judgmental, and confidential support to those in crisis, helping to save lives and promote mental well-being. A successful 988 Chat & Text Specialist knows the importance of empathy, cultural competency, and connection to help visitors develop a plan to manage current and future crises.
Duties and Responsibilities
Respond to incoming 988 chat and texts via the Unified Platform, with compassion and in accordance with the organization’s training and scope
Place outbound messages and follow-up texts as scheduled
Provide emotional and crisis intervention support, using established protocols to de-escalate and make appropriate connections to community safety net programs
Complete suicide screenings, assessments, and safety plans for all 988 contacts in accordance with 988 Lifeline Suicide Safety Policy
Assess visitors' needs, navigate web-based databases, and provide appropriate information and referrals to appropriate community resources, as needed
Provide support with contacting emergency services for visitors requiring emergency assistance
Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
Regularly achieve a satisfactory or above rating on monitored chat and text interactions
Meet call center performance metrics, as defined by agency and accrediting bodies
Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
Perform additional responsibilities as they develop and are assigned
Education Requirements
High school diploma required; Associates in Human Services or related field, strongly preferred.
Knowledge and Skills Needed to Perform Effectively in this Position
Strong empathy, active listening, communication, teamwork, and interpersonal skills
Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately
Comfort with conversations related to mental health and suicide and ability to collaboratively explore visitor needs and make community safety net connections
Ability to work under pressure and handle high volumes while maintaining a calm demeanor
Proficiency in using computer systems and databases for documentation and resource navigation
Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
Efficiently manage multiple tasks simultaneously, including answering chats/texts, documenting information, and coordinating with partnering agencies
Work closely with team members and supervisors to ensure seamless operations
Additional Requirements
Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
Completion of Applied Suicide Intervention Skills Training (ASIST)
Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.
Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)
Sitting at a computer for long periods of time; entering data; listening & conveying support through chat and text-based interactions
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
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