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SCOPE OF POSITION: Responsible for assisting individuals calling in to the AFMC 988 Helpline. Staff will provide evidence-informed crisis intervention, suicide prevention, information and referral, and supportive intervention to clients who are in emotional distress and/or seeking information on available services. Specialists interact with individuals by phone, SMS text messaging, and/or live chat.

They are responsible for making outbound calls as necessary to aid in effective follow-up. Specialist will collaborate with professional staff to meet deliverables, ensuring timely provision of services and appropriate follow-up; Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project; Document accurately and efficiently client communications and provide reporting as required. Specialist are expected to support AFMCs mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect and Teamwork.

ESSENTIAL JOB FUNCTIONS: Provide Crisis Intervention: Respond to incoming calls to the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards. Active Listening: Practice empathetic listening skills to understand individual emotions, concerns, and needs. Assessment: Conduct assessments of individual safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline's Safety Assessment Model with assessment of the Four Core Principles of Safety Assessment.

This may involve supporting a person who is at imminent risk of suicide. Crisis De-escalation: Utilize de-escalation techniques to help individual regain a sense of control and stability during times of crisis. Safety Planning: Collaborate with individual to develop safety plans, identifying coping strategies and supportive resources to manage crises effectively.

Empowerment: Empower individuals to explore their own strengths and coping mechanisms, fostering a sense resilience. Resource Referrals: Offer referrals to appropriate mental health services, including mobile crisis teams, emergency departments, and community resources using a vetted referral list provided by the crisis center. Documentation: Maintain accurate and confidential records of all interactions with individual, adhering to privacy regulations and organizational policies.

Systems require significant computer use and skills Follow Up: Schedule and/or make follow up contact with individual for continued support; at a date and time collaborated on by the specialist and help seeker. Collaboration: Coordinate with other crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel, to ensure comprehensive support for individual. Adherence to Protocols: Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies.

Continuous Training: Participate in ongoing training and professional development opportunities to enhance crisis intervention skills and stay updated on best practices for crisis support. Communicate needs and requests to other team members as appropriate. Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.

Additional duties as assigned. KNOWLEDGE, SKILLS, AND ABILITIES: Must possess intermediate level computer skills (Excel, Word, Power Point and Outlook) including navigating multiple software applications. Type 50 wpm Exceptional skills in business English and spelling Strong technical skills Ability to troubleshoot basic IT issues that may arise during text/chat sessions Ability to maintain confidentiality Knowledge of or willingness to learn about mental health issues, suicide risk factors, crisis intervention, and de-escalation Empathy, compassion, and non-judgmental attitude towards individuals experiencing mental health crisis Interpersonal skills and the ability to build rapport with individuals in distress Familiarity with community resources and mental health services Strong oral and written communication skills, including a clear and expressive speaking voice Ability to remain calm, patient, and empathetic while providing support to individuals in distress.

Ability to work effectively in a fast-paced and high-stress environment Creativity Customer service Ability to meet deadlines Attention to detail Flexibility Ability to work collaboratively and independently to achieve stated goals Initiative Ability to relate professionally and positively with staff, business partners, customers, constituents, beneficiaries, and the public Ability to multitask Ability to prioritize Strong organizational skills Problem solving skills Professionalism Project management skills Ability to read, interpret and apply laws, rules, and regulations Knowledge of quality improvement processes and techniques Time management skills Willingness to work flexible hours, including evenings, weekends, and holidays to ensure 24/7 coverage of the crisis center Ability to work overtime as neededPhysical and Sensory Requirements (With or Without the Aid of Mechanical Devices): Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to travel as needed. Must be able to lift and transport 25 pounds. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.

EDUCATION: Required: High School Diploma. Desirable: Certification in crisis intervention or suicide prevention. EXPERIENCE: Required: One (1) years' experience crisis or call center experience.

Preferred: Thorough understanding of Behavioral and Mental Health, crisis intervention, or suicide prevention. INTERNET REQUIREMENTS: Reliable, high-speed wireless internet service (Wi-Fi) An upload speed of at least 5Mbps is required to support softphone functionality.Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices): Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to travel as needed. Must be able to lift and transport 25 pounds

Must be capable of performing the essential job functions of this job, with or without reasonable accommodations. EDUCATION: Required: High School Diploma. Desirable: Certification in crisis intervention or suicide prevention.

EXPERIENCE: Required: One (1) years' experience crisis or call center experience. Preferred: Thorough understanding of Behavioral and Mental Health, crisis intervention, or suicide prevention. INTERNET REQUIREMENTS: Reliable, high-speed wireless internet service (Wi-Fi) An upload speed of at least 5Mbps is required to support softphone functionality.