Crisis Line Specialist

Crisis Line Specialist

**This is based at our South Valley Center 2 and is NOT a remote position

Department: Suicide Prevention

Location: South Valley Center 2 (Only local applicants will be considered)

Reports to: Director, Crisis Center Supervisors

Status: Full-time or Part-time

FLSA: Non-Exempt

EEO-1: Office and Clerical

Organization Information

WellSpace Health believes that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. We see you and are here for you. To that end, we've committed ourselves to finding solutions for our community's health and wellbeing to achieve regional health through high quality comprehensive care.

Our focus has always been to offer a full range of quality medical care, dental care, mental health and behavioral health services, and enabling services to underserved people. We do this by placing ourselves within the communities we serve and employing outstanding healthcare professionals who are devoted to our mission.

We are a Federally Qualified Health Center (FQHC) and are accredited by the Joint Commission for Ambulatory Care and Behavioral Health. We're also certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home.

Position Summary

The Crisis Line Specialist is responsible for answering crisis hotline phone calls (Suicide Prevention Crisis Lines, Maternal Support Line, etc) and providing crisis intervention, emotional support, intervention, and resources to callers, keep accurate records and review crisis call data for accuracy, maintaining confidentiality of calls and callers, and assisting with crisis center activities. This key position provides vital coverage for critical shifts including days, evenings, weekends, holidays, and overnights. The Crisis Line Specialist assists with various program services including follow up calls to callers at continued risk of suicide, Imminent Risk follow up, Crisis Chats/Texting, ED/PC Follow Up, occasional outreach events, assistance with reports, data, filing, and other duties as assigned.

Required Qualifications

• High School Diploma or GED required; some college desirable.
• Previous experience in crisis intervention, counseling or psychology background is preferred.
• Communicate clearly and concisely, both verbally and in writing and demonstrate a high level of listening skills.
• Skilled in use of technology including multiple line telephones, computer (PC), laptop, software including Microsoft Word, Power Point, Excel, Outlook, email.
• Ability to work independently with confidence, as well as working as an integral part of a team of professionals.
• Must be mature, sensitive, emotionally stable; flexible and adaptable to varying situations and coverage needs.
• Reliable and able to adhere to schedules based upon crisis center needs.
• Ability to consistently adhere to crisis center program policies and procedures.
• Willingness to work flexible hours, including overnight shifts, holidays, weekends, evenings and change as needed according to coverage needs.
• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Ability to abide by agency code of ethics and Crisis Center code of ethics.
• Successful completion of all crisis center training and crisis line counselor exam with passing score and/or final evaluation before being released to work alone.
• Fluency in additional languages preferred.
• Demonstrated commitment to the provision of services for the underserved and sensitivity working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.
• Must have valid driver's license and insurable driving record.

Essential Responsibilities

• Respond to crisis lines and warm line calls and Crisis Chats/Texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to callers in a consistent and non-judgmental manner.
• Fill open crisis line shifts on a regular basis and as needed, including evenings, weekends, holidays, and overnights to ensure adequate coverage for the lines.
• Consistently and accurately assess each caller for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each caller.
• Offer and provide Follow Up Calls to callers at risk of suicide, suicide loss survivors, and others.
• Follow through on Imminent Risk calls to assure emergency contact is made with callers and confirm outcomes or re-engage callers as indicated.
• Provide detailed and thorough documentation for all crisis line calls and Crisis Chats/Texts.
• Adhere consistently to call management guidelines and all crisis center policies and procedures.
• Provide assistance with reporting on crisis center data and outcomes throughout the year.
• Assist with maintaining and updating community resource database.
• Maintain confidentiality of both callers, Crisis Chat users, crisis center location, Crisis Line staff, and Crisis Line Policy and Procedure.
• Attend and participate in all required trainings and meetings as scheduled, including all staff meetings and ongoing supervision and training sessions.
• Utilize Supervisory Consultation for guidance, support, or debriefing as needed.
• Other duties as assigned.

Benefits

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 10 paid holidays per year
• Paid time off
• Paid sick leave**
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually
• 401(k) plan for eligible employees who have completed their 90-day introductory period**

** Are the only benefits available to Part-time employees.

Physical Demands and Work Environment

The work environment is characteristic of a medical clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or feel. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WellSpace Health is an Equal Opportunity Employer