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Crisis Response Specialist

2 months ago


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

Position Summary:

As a Crisis Response Specialist, you will be responsible for managing inbound communications related to crisis situations and social service referrals through various channels including phone, text, chat, and email in a 24/7 operational environment. Your role will involve providing immediate crisis de-escalation, problem-solving, brief assessments, and directing individuals to appropriate social services. Accurate documentation of all client interactions and resource information in the designated database is essential.

Key Responsibilities:

  • Respond to phone inquiries with a compassionate and supportive demeanor.
  • Engage with clients via chat and text, ensuring correct spelling, grammar, and professional language while reflecting their feelings.
  • Maintain a non-judgmental approach, demonstrating sensitivity to diverse cultural backgrounds.
  • Identify and articulate the emotions of all individuals reaching out for assistance.
  • Determine the relevant line of service and log interactions accordingly.
  • Utilize active listening techniques to assess the needs or situations of contacts through targeted questioning.
  • Conduct appropriate screenings for specialized programs or facilitate appointment scheduling.
  • Advocate for clients when necessary, ensuring their needs are met.
  • Complete assessments for clients in high-risk scenarios.
  • Access the 2-1-1 resource database to provide accurate referrals.
  • Exhibit proficiency in using various contact center software, hardware, and telecommunication equipment.
  • Ensure meticulous data collection on all client interactions in the designated database.
  • Meet performance standards for contact handling and customer service as outlined in training protocols, including managing multiple chats, texts, and emails simultaneously.
  • Participate in training for new programs and services related to 2-1-1, providing constructive feedback as needed.
  • Collaborate effectively with team members as required.
  • Be flexible in working alternative schedules as necessary.
  • Perform additional duties as assigned, including working varied shifts.
  • Demonstrate the ability to manage stress resulting from the nature of calls and texts received.

Qualifications:

  • High school diploma or GED required; a Bachelor's degree in social work, sociology, or a related field is preferred. Equivalent combinations of education and experience will be considered.
  • Proven ability to assess client needs effectively and show sensitivity to the issues presented.
  • Strong oral and written communication skills.
  • Experience in a fast-paced contact center environment.
  • Preferred one year of experience in a contact center, crisis hotline, or information and referral service.
  • Familiarity with multiple client management databases.
  • Bilingual proficiency in English and Spanish is preferred.
  • Experience with Microsoft Office applications, particularly Outlook, is required; knowledge of Access or other relational databases is advantageous.
  • Demonstrated understanding of health and human services is desirable.
  • AIRS or AAS certification is preferred; must obtain AIRS or CRS certification within three years of employment.

Physical Requirements:

Physical demands include prolonged periods of sitting, occasional lifting of items weighing up to approximately 25 pounds, and regular movement throughout the workplace. Frequent use of standard office equipment such as headsets and computers is required, along with sustained concentration.

Work Environment:

HeartLine, Inc. fosters a professional yet comfortable work atmosphere where courtesy, respect, and equitable treatment are paramount. Employees receive recognition and support for their contributions, with opportunities for engagement, challenge, and professional growth.

The above statements are intended to describe 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.