Crisis Worker- National Chat And Text (Full-Time)

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POSITION: Crisis Worker, National Programs Chat and Text (Full-Time)

HOURS PER WEEK: 40 hours per week; Shift times may be subject to change based upon contractual and operational needs

SUMMARY STATEMENT OF POSITION:

Under the direction of the Shift Supervisor, the Crisis Worker will use active listening and provide emotional support to answer local and national 988 Suicide and Crisis Helpline chats and text. These incoming conversations are primarily through the 988 Virginia Chat queue supporting those within the state, LGBTQI+ Youth Chat (25 and under) for members of the LGBTQI+ community and the National Back-Up Chat and Text service handle conversations via text and instant messaging (IM) with those in crisis. Your assignment will be based upon availability, staffing and operational needs. 988 is evolving all the time as a brand-new system. Guidelines, capacity, need, and knowledge shift all the time. Are you good with uncertainty and change? If not, now might not be the best time to join. HopeLink Behavioral Health is a nationally recognized Crisis Center of Excellence and Accredited 24/7/365 Contact Center.

PRIMARY DUTIES:

• Handle contacts by engaging our core philosophies to provide a crisis intervention, safety and risk assessment, information and referrals, and intake screening of callers seeking Mobile Crisis Response and other community services.

• Respond to all offered crisis chats through the Unified Platform or equivalent.

• Adhere to 988 Suicide and Crisis Lifeline Standards, HopeLink Behavioral Health Policies and Procedures, and appropriate accrediting bodies best practices when providing services.

• Ensure the 988 Suicide and Crisis Lifeline Suicide Safety Policy is adhered to utilizing active engagement, asking about suicide directly, and accurately assess the severity of the situation, engaging emergency intervention when criteria for imminent risk is met.

• Engage in Suicide Safety and Risk Assessment by ensuring the immediate safety of the chatter, engaging in evaluation of access to lethal means, and utilizing safety planning skills to ensure chatters have a plan post conversation.

• Offer and perform follow-up contacts to any individual who has experienced suicide thoughts in the past 24 hours.

• Provide safety and security for chatters by assuring them of their confidentiality and privacy and ensuring that any information shared by the client is kept confidential.

• Accurately reflect crisis contact interactions in corresponding contact reports throughout and at the end of each contact.

• Accurately assess the severity of the situation and being able to engage emergency resources independently and confidently.

• Engage in a supportive and collaborative work environment, to maintain open communication with supervisors, clinical and administrative support staff.

• Support the overall operations of HopeLink's Crisis Services by performing additional tasks and duties as assigned.

QUALIFICATIONS:

• B.A. or B.S. preferred, degrees in Social Services, Psychology, Community, Public Health or Human Services. Will consider relevant experience in lieu of education.

• Ability to attend all training dates without conflict and successfully complete mandatory Crisis Services Training.

• Excellent written and oral communication skills; ability to articulate easily understood over chat and text based service, along with phone skills due to outbound calls.

• Strong computer skills with various software - Microsoft Products proficient skills experience and proficient typing skills.

• Demonstrated knowledge and ability to make sound decisions under pressure. Along with a solid support system, and capacity to hold other's emotions.

• Secure access to reliable hardwired internet and a desktop or laptop computer that both utilize Zoom and web browser simultaneously and support other platforms as needed.

• Must maintain a confidential workspace.

• High degree of empathy toward the clients we serve.

• Demonstrated knowledge of distress tolerance and coping skills.

• Weekend and holiday availability required.

HopeLink has been recognized as one of the 50 Best Nonprofits to Work for in the U.S. and we are growing! Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration for adults living with behavioral health care challenges.

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

'Where Hope Meets Help.'

HopeLink Behavioral Health is dedicated to equal opportunity in employment and considers applicants for all positions based on their qualifications and without regard to race, color, religion, gender, national origin, age, marital status, veteran's status, disability, sexual orientation, or any other protected class. Reasonable accommodation will be made as appropriate to enable any employee or applicant for employment to safely and properly perform the job applied for as requested and as appropriate.

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming