Crisis Intervention Specialist

2 weeks ago


Nashville, Tennessee, United States Family & Children's Services of Central Maryland Full time

Position Title: Crisis Intervention Specialist

A Crisis Intervention Specialist engages directly with clients through telephone and messaging platforms, assisting individuals in various self-identified crises. This role necessitates a comprehensive understanding of the human services framework, exceptional interpersonal abilities, and the capacity to effectively communicate with individuals from diverse cultural backgrounds. The Specialist employs adept questioning techniques and active listening skills to provide support and guidance during the de-escalation process, empowering individuals to regain control over their circumstances.

If necessary, the Specialist evaluates callers for potential risks of self-harm or harm to others, ensuring appropriate safety measures are implemented. The Specialist manages calls in alignment with performance metrics for efficiency, speed, and quality, adhering to standards set forth by the American Association of Suicidology (AAS).

Work Schedule:

Full-Time: Friday to Tuesday (10:00 PM - 6:30 AM)

Part-Time: Saturday to Tuesday (6:00 AM - 3:00 PM)

Key Responsibilities:

  • Respond to calls in accordance with established performance indicators, Call Center protocols, and AAS standards. Assess callers' needs, gather relevant information, facilitate problem-solving to empower individuals, conduct risk assessments, and provide accurate referrals to community resources.
  • Document calls with professional and precise clinical observations and assessments.
  • Conduct follow-up communications with at-risk callers.
  • Maintain an extensive knowledge of crisis databases and community resources available to crisis callers.
  • Exhibit a high level of clinical expertise related to mental health issues, particularly in suicide and homicide prevention, intervention, and postvention, as well as crisis counseling techniques and ethical standards.
  • Demonstrate familiarity with procedures for mobilizing emergency services.
  • Stay updated on agency policies, Call Center protocols, and AAS standards.
  • Participate in the recruitment, training, and mentoring of new volunteers, interns, and staff as assigned.
  • Oversee and evaluate the performance and development plans of assigned volunteers, interns, and staff as needed.
  • Research, develop, and implement Service Plans for significant callers.
  • Recognize stress and take proactive steps for self-care.
  • Facilitate support groups as assigned.
  • Engage in monthly team meetings and debriefings as required.
  • Communicate relevant information promptly and professionally to team members and other agency personnel.
  • Provide on-call services as assigned.
  • Participate in professional development opportunities.
  • Regular attendance and reliable transportation are essential.
  • Assist with additional Crisis Call Center duties and projects as assigned.

Qualifications:

This position requires a Bachelor's Degree in Social Work, Psychology, or a related field, or three to five years of experience in human services and/or training, or an equivalent combination of education and experience.

EOE M/F/D/V



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