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Crisis Communication Specialist for 988 Support
2 months ago
Location Requirement: Must be based in Oklahoma.
HeartLine, Inc. offers around-the-clock assistance to individuals and families, focusing primarily on de-escalating crisis situations through phone, text, and chat services. The nature of these situations can vary widely, encompassing issues such as relationship conflicts, parenting challenges, child abuse, anxiety, depression, and suicidal ideation or attempts.
Key Responsibilities:
- Engage with individuals in crisis via chat/text, providing emotional support, assessment, crisis intervention, and referrals to appropriate treatment and support services in a compassionate and non-judgmental manner.
- Accurately evaluate each interaction for suicide risk, adhering to established assessment protocols, and develop relevant safety and action plans for each case.
- Provide follow-up services for individuals at risk of suicide, survivors of suicide loss, or third-party contacts.
- Collect detailed information regarding the circumstances leading to the contact and the specific needs of the individual seeking assistance.
- Act as a mandated reporter in situations of suspected abuse.
- Conduct imminent risk assessments to ensure emergency contacts are made and confirm outcomes or re-engage as necessary using the ASIST model.
- Maintain confidentiality of all interactions in accordance with HeartLine's policies and procedures.
- Complete necessary documentation, including logging all communications in the resource database accurately.
- Utilize supervisory support for guidance, debriefing, or consultation as required.
- Participate in training sessions and continuing education opportunities to enhance skills and stay informed about policy changes.
- Contribute actively to HeartLine's community disaster and emergency response initiatives.
Qualifications:
- High school diploma required; bachelor’s degree preferred.
- 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.
- Ability to work independently with confidence while also collaborating effectively within a professional team.
Essential Skills:
- Outstanding communication abilities.
- Proficient computer skills.
- Self-motivated and proactive.
- Strong time management capabilities.
- Empathetic and non-judgmental approach when assisting individuals with diverse and complex needs.
- Capacity to manage stress related to the nature of calls received.
- Physical ability to lift up to 20 pounds, bend, and sit for extended periods.
- Ability to engage in telephone conversations.
Work Environment:
This position allows for remote work following the completion of the initial training period. HeartLine reserves the right to revoke remote work privileges if performance does not meet established standards.
HeartLine fosters a professional workplace where courtesy, respect, 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 the role. Reasonable accommodations may be made for individuals with disabilities.
The above statements aim 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.
Content may be subject to change to meet organizational needs.
