Bilingual Crisis Response Specialist

1 week ago


Oklahoma City, Oklahoma, United States HeartLine, Inc. Full time
Job Overview

HeartLine, Inc. is dedicated to providing 24/7 assistance to individuals and families, focusing on de-escalating crisis scenarios through phone, text, and chat services. Our specialists handle a variety of situations, including relationship difficulties, parenting challenges, child abuse, anxiety, depression, and suicidal ideation.

Key Responsibilities

As a Bilingual Crisis Response Specialist, your role will include:

  • Responding to crisis-related communications and delivering emotional support, assessment, crisis intervention, and appropriate referrals in a compassionate and unbiased manner.
  • Conducting thorough assessments for suicide risk, following established protocols, and developing safety and action plans tailored to each interaction.
  • Providing follow-up services for individuals at risk of suicide, survivors of suicide loss, or third-party contacts.
  • Acting as a mandated reporter in instances of suspected abuse.
  • Executing imminent risk assessments to ensure emergency contacts are made and outcomes are confirmed or re-engaged as necessary.
  • Maintaining confidentiality in all interactions, adhering to HeartLine's policies and procedures.
  • Utilizing supervisory support for guidance, debriefing, or consultation as required.
  • Participating in training and continuing education opportunities to enhance skills and stay informed on policy changes.
  • Engaging actively in HeartLine's community disaster and emergency response initiatives.
  • Managing 988 Lifeline National Backup Chat/Text communications with a target response rate of 95%.
  • Maintaining an abandonment rate of 5% or lower monthly.
  • Completing all required training and quality improvement assessments annually.
  • Gathering and documenting demographic information and circumstances surrounding each contact for service improvement.
  • Completing necessary documentation and reporting as required by HeartLine and funding sources.
Qualifications

To be considered for this position, candidates should possess:

  • A high school diploma is required; some college education is preferred.
  • Fluency in English and Spanish, both verbal and written.
  • Experience in mental health, crisis intervention, counseling, psychology, or community non-profit work is advantageous.
  • Reliability and flexibility to work varied hours, including overnight shifts, weekends, and holidays.
Work Environment

This position is remote following the initial training period. HeartLine reserves the right to modify remote work privileges based on performance standards.

HeartLine fosters a professional work atmosphere where respect, courtesy, and equitable treatment are paramount. Staff members are recognized and appreciated for their contributions.

The conditions described are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.

The statements above are intended to outline the general nature and level of work performed by individuals in this position and are not exhaustive of all duties and responsibilities.



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