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Bilingual Crisis Support Specialist
2 months ago
HeartLine, Inc. is dedicated to providing round-the-clock assistance to individuals and families, primarily focusing on de-escalating crisis situations through phone, text, and chat services. Our specialists handle a variety of scenarios, including relationship challenges, parenting concerns, child abuse, anxiety, depression, and suicidal ideation.
Key Responsibilities:
- Respond to crisis-related communications, offering emotional support, assessment, and referrals for treatment and support services in a compassionate and unbiased manner.
- Conduct thorough assessments for suicide risk in accordance with established protocols, ensuring appropriate safety and action plans are developed for each interaction.
- Provide follow-up services for individuals at risk of suicide, those affected by suicide loss, or third-party contacts.
- Act as a mandated reporter in cases of suspected abuse.
- Execute imminent risk assessments to ensure emergency contacts are made and outcomes are confirmed, re-engaging as necessary using the ASIST model.
- Uphold confidentiality for all interactions, adhering strictly to HeartLine's policies and procedures.
- Seek supervisory consultation for guidance, support, or debriefing as required.
- Participate in in-service training and continuing education to enhance skills and stay informed about policy changes.
- Engage actively in HeartLine's community disaster and emergency response initiatives.
- Handle 988 Lifeline National Backup Chat/Text, achieving a rollover rate of 95% from local crisis centers.
- Maintain an abandonment rate of 5% or lower each month.
- Complete and pass all required training on the 988 Lifeline Learning Portal annually.
- Achieve a monthly average score of 70% or higher on Quality Improvement assessments.
- Participate in two Lifeline continuing education webinars each fiscal year.
- Collect and document uniform demographic information regarding help seekers and their specific needs.
- Complete necessary HeartLine and/or funder documentation, including accurate recording of all communications in the designated platform.
Qualifications:
- High School diploma required; some college experience preferred.
- Fluency in English and Spanish, both verbal and written, is essential.
- Experience in mental health, crisis intervention, counseling, psychology, or community non-profit work is advantageous.
- Dependable with a willingness to work flexible hours, including overnight shifts, weekends, and holidays as needed.
Work Environment:
This role is remote following the completion of the initial training period. HeartLine reserves the right to revoke remote privileges for additional onsite training if performance standards are not met.
HeartLine fosters a professional work atmosphere where courtesy, respect, and equitable treatment are paramount. Staff members are recognized and appreciated for their contributions.
The conditions described are representative of those an employee must meet to successfully perform the job functions. Reasonable accommodations may be made for individuals with disabilities.
The above statements are intended to outline the general nature and level of work performed by individuals in this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Additional duties may be assigned as necessary.
