National 988 Backup Crisis Contact Chat Specialist

2 weeks ago

Oklahoma City, United States HeartLine, Inc. Full time
Job DescriptionJob DescriptionDescription:

MUST BE IN OKLAHOMA AS IT IS AN IN-OFFICE POSITION


HeartLine provides 24/7 support to individuals and families with a primary focus to de-escalate crisis situations presented via phone, text and chat services. Situations can range from relationship struggles, parenting issues, child abuse, anxiety, depression to suicidal thoughts and suicide attempts in progress. Specialists assess caller needs, provide information about or linkage with appropriate service providers, offer advocacy assistance when required, and follow-up, as assigned, to ensure that the individual’s needs are met.


JOB RESPONSIBILITIES:

•Responds to crisis chats/texts and provide emotional support, assessment, crisisintervention, and treatment/support referrals to individuals in a consistent andnon-judgmental manner.

•Consistently and accurately assess each chat/texter for suicide risk followingassessment protocols and practices; provide adequate and relevant safety/actionplanning for each contact.

•Offer and provide follow-up services to individuals at risk of suicide, suicide losssurvivors, or third-party contacts.

•Gather information about the circumstances that precipitated the call and thecaller’s specific needs for assistance.

•Serve as a mandated reporter in cases of suspected abuse.

•Follow through on imminent risk assessments to assure emergency contact ismade and confirm outcomes or re-engage as instructed using the ASIST model.

•Maintain confidentiality of all contacts adhering to HeartLine’s policies andprocedures.

•Complete required HeartLine paperwork, including the recording of all calls in theresource database accordingly.

•Utilize supervisory consultation for guidance, support, or debriefing as needed.

•Attend in-services and continuing education events to improve skills and bealerted to changes in policies or procedures.

•Actively participate in HeartLine’s community disaster/emergency response plan.

Requirements:

High school diploma and bachelor's degree required. Experience in mental health, crisis intervention, counseling, psychology, a loss survivor, working with youth or LGBTQA, or community non-profit a plus. Reliable with a willingness to work flexible hours, including overnight shifts, holidays, weekends, and change as needed according to coverage needs. Must have the ability to work independently with confidence, as well as work as an integral part of a team of professionals.


REQUIRED SKILLS AND ABILITIES:

Strong verbal skills, computer skills required. Ability to work with volunteers, ability to show compassion and nonjudgmental attitude while assisting callers with diverse and complex needs. Ability to handle stress due to scope and type of calls that may be received. Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.


WORK ENVIRONMENT:

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. There are opportunities for participation, challenge, and broadening experiences. The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.


Routine office environment.

Job Types: Full-time,


The above statements are intended to describe the general nature and level of work

being performed by individuals assigned to this position. They are not intended to be an

exhaustive list of all duties, responsibilities, and required skills. Other duties may be

assigned as needed.


Contents may be subject to change to meet the needs of the organization.


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