Crisis Intervention Specialist
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Job Description
Remote Crisis Intervention Specialist answering crisis contacts for Lines for Life, a nonprofit preventing suicide and substance abuse. Documenting contacts, triaging emergencies, and supporting callers across 30+ helplines.
Responsibilities:
- Answer incoming crisis contacts for Lines for Life crisis and referral helplines with care and compassion
- Handle contacts across more than 30 crisis lines, including suicide prevention, veterans and military, youth, senior loneliness, substance-use, hospital mental-health and county mental-health lines
- Document crisis contacts accurately and promptly with relevant clinical information in an electronic health record system
- Place scheduled follow-up calls to crisis contacts
- Assist with rescue calls when other staff or volunteers require emergency assistance
- Triage crisis contacts and collaborate with coworkers to manage contact flow and keep lines available for escalated crises
- Complete mandatory trainings and workshops on current policies, protocols, tools and techniques
- Communicate effectively with peers and supervisors by phone and chat
- Perform administrative and organizational duties as needed
- Work scheduled weekends and holidays in a 24/7/365 operation
- Work primarily in a home-office environment and remain seated or standing at a computer for extended periods
- Participate in recorded interviews and ongoing recorded-contact quality assurance reviews
- Receive supervisor support through call monitoring and Microsoft Teams
Requirements:
- Able to meet Qualified Mental Health Associate requirements
- Crisis intervention knowledge
- Strong empathy, communication, teamwork and interpersonal skills
- Able to handle high levels of stress
- Proficient in a web-based computer environment and multi-line phone system
- Understanding of and ability to apply mental health assessment, treatment and service terminology
- Able to implement skill development strategies and identify, implement and coordinate services and supports in an Individual Service and Support Plan (ISSP)
- Able to independently triage crisis contacts so lines remain available for contacts in escalated crisis
- Strong attendance and punctuality; able to work full scheduled shifts and provide at least 2 weeks' notice for time-off requests when possible
- Preferred: graduate degree in psychology, social work or a behavioral science field
- Preferred alternative: CADC or bachelor's degree in psychology, social work or a behavioral science field and relevant crisis intervention experience
- Veterans preferred
- ASIST certification preferred
- CADC certification strongly preferred
- Call center experience preferred
- Must have private high-speed internet and a confidential HIPAA-compliant workspace
- Must meet internet requirements of 10 Mbps upload/download, jitter below 20 and 0% packet loss
- Must pass clinical and technical evaluations
- Must participate fully in five weeks of onboarding training, including camera-on Zoom participation
- Must be approved to work by the Oregon Department of Human Services’ Background Check Unit
Benefits:
- $2/hr. overnight shift differential when working between 10 pm – 5 am Pacific Time
- Time and a half holiday pay when required to work holidays
- Benefits package valued at over $14,750 per year
- $11,400 in premium coverage for employee health, vision and dental coverage
- Full coverage of short- and long-term disability and life insurance premiums
- Matching 401K plan equivalent to 3% of annual salary during the first 2 years of employment after passing the match eligibility date
- Flexible spending plan
- Employee assistance program
- Free Fitbit
- 5 weeks of paid crisis lines onboarding training
- Equipment provided
- Remote work opportunity
- Oregon employees receive a 2% differential over base pay for hours worked in Oregon
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