Chat/Text Representative, Tampa Bay Area
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Job Description
Crisis Chat/Text Representative providing emotional support to clients via text and chat for the 988 Lifeline. Engaging and de-escalating high-risk situations while maintaining performance metrics.
Responsibilities:
- Answer incoming chat and text messages from the 988 Crisis and Suicide Lifeline from clients needing online emotional support.
- Ensure you meet all 988 Crisis and Suicide Lifeline performance metrics.
- Converse with Imminent Risk clients and de-escalate, screen, safety plan, and reduce lethal means during the conversation.
- Use the least invasive approach to service provision.
- Provide referrals, deploy mobile crisis units, and engage law enforcement in active rescue, as needed.
- Complete and pass all Lifeline Simulation Training modules as required.
- Participate in, at least, two Lifeline Simulation Training modules per year, as required.
- Score at least 85% monthly in quality assurance monitoring.
- Seek to attain American Association of Suicidology (AAS) crisis certification, when eligible.
- Build and maintain relationships with visitors that show respect, build trust, and confidentiality during and after the conversation.
- Serve and participate in national, state, and local meetings, committees, community activities, and outreach events, as required.
- Actively participate in ongoing supervision, training, and team meetings.
- Participate in proactive team efforts to achieve departmental and company goals.
- Follow all organization’s policies, practices, and procedures.
Requirements:
- Excellent verbal communication, customer service, and time management skills.
- Ability to read and interpret documents.
- Ability to write routine reports and correspondence.
- Ability to respond to common inquiries or complaints from clients or members of the community.
- Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
- Ability to add, subtract, multiply and divide.
- Ability to problem-solve and manage a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Strong data entry skills.
- Proficient personal computer skills including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc.
- Ability to handle multiple tasks simultaneously.
- Seeking a supportive and collaborative team member.
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