Crisis Contact Chat Specialist

Description:

HeartLine provides 24/7 support to individuals and families with a primary focus to de- escalate crisis situations presented via phone, text and chat services. Situations can range from relationship struggles, parenting issues, child abuse, anxiety, depression to suicidal thoughts and suicide attempts in progress. Specialists assess caller needs, provide information about or linkage with appropriate service providers, offer advocacy assistance when required, and follow-up, as assigned, to ensure that the individual?s needs are met. To be considered for this role, applicants must reside in Oklahoma.

JOB RESPONSIBILITIES: ? Responds to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner. ? Consistently and accurately assess each chat/texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each contact. ? Offer and provide follow-up services to individuals at risk of suicide, suicide loss survivors, or third-party contacts. ? Gather information about the circumstances that precipitated the call and the caller?s specific needs for assistance. ? Serve as a mandated reporter in cases of suspected abuse. ? Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes or re-engage as instructed using the ASIST model. ? Maintain confidentiality of all contacts adhering to HeartLine?s policies and procedures. ? Complete required HeartLine paperwork, including the recording of all calls in the resource database accordingly. ? Utilize supervisory consultation for guidance, support, or debriefing as needed. ? Attend in-services and continuing education events to improve skills and be alerted to changes in policies or procedures. ? Actively participate in HeartLine?s community disaster/emergency response plan.

Requirements:

Education: High school diploma and bachelor's degree required.

Experience: Experience in mental health, crisis intervention, counseling, psychology, a loss survivor, working with youth or LGBTQA, or community non-profit a plus.

REQUIRED SKILLS AND ABILITIES:
? Ability to work independently with confidence, as well as work as an integral part of a team of professionals.
? Ability to handle and manage stress due to scope and type of chats that may be received.
? Must have attention to detail and the ability to multi-task.
? Candidates must be willing to work flexible hours including days, evenings, overnight shifts, holidays, and weekends. Flexible hours may change based on coverage needs.
? Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

WORK ENVIRONMENT:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done.

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.

Contents may be subject to change to meet the needs of the organization.

Failure to reveal any prior employer, or giving false or misleading information by the applicant on any part of the application for employment can be grounds for termination from HeartLine, Inc. If hired, employment is for no definite time and may be terminated at any time without prior notice.

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