Call Specialist

4 days ago


Lawrence, Kansas, United States HeadQuarters Kansas Full time
About HeadQuarters Kansas

HeadQuarters Kansas is a leading organization in the field of crisis intervention and suicide prevention. Our mission is to provide vital services in moments of need to support safety, reduce suicide, and build resilience across Kansas.

Position Summary

The Call Specialist plays a critical role in our organization, working as part of the HeadQuarters Kansas Counseling Center (HQCC) team. As a Call Specialist, you will be responsible for answering the National Suicide Prevention Lifeline and local crisis lines, providing telephone-based crisis intervention to callers, and assessing callers for imminent risk.

Key Responsibilities
  • Answer calls on the National Suicide Prevention Lifeline and local crisis lines, utilizing crisis counseling skills and a philosophy of care.
  • Provide telephone-based crisis intervention to callers, using reflective listening skills, de-escalation techniques, and assessment of risk.
  • Assess callers for imminent risk in accordance with the 988 Suicide & Crisis Lifeline Policy for Helping Callers at Imminent Risk of Suicide.
  • Complete call documentation in a timely and quality manner, monitoring the quality and completeness of documentation of peers and volunteer counselors.
  • Participate in organizational events to promote connectedness within the organization and the broader community.
  • Handle incoming calls effectively to ensure timely speed of answer and target answer rate.
Requirements
  • High school diploma or equivalent.
  • 18 years of age or older.
  • Proficiency in English written and oral language skills.
  • Excellent communication skills, written and verbal.
  • Must pass State & Federal criminal background checks.
Preferred Qualifications
  • Bi-lingual with emphasis on oral skills.
  • Completion of Applied Suicide Intervention Skills Training (ASIST).
  • Previous experience in conflict resolution.


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