Title: Crisis Worker Location: Oakton United States Job Description: For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging. SUMMARY STATEMENT OF POSITION: Crisis Worker's provide emotional support to persons and families who are in crisis via the telephone, text message, or online chat. The Full-Time Crisis Worker will be scheduled 40 hours per week. WHAT WE OFFER: - Meaningful Work: Make a real difference in the lives of others. - Competitive Salary: $18 - $21 per hour - Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement. - Fully Remote - Supportive Environment: Join a dedicated team committed to providing high-quality care. SCHEDULE & LOCATION: - 3 shifts available: Mornings, Evenings, and Overnights - Remote PRIMARY DUTIES: - Respond to people reaching out for crisis support through our crisis services (voice, chat, and text): greeting clients, using active listening, and establishing rapport by being accepting, empathetic, objective, non-judgmental, non-directive, and responsive to the feelings of the callers or texters. - Explore the person in crisis experiences and feelings using feeling oriented, responsive language; following established protocols; identifying warning signs; and assessing the degree of safety and risk. - Provide confidential contacts and ensure that any information shared by the person in crisis is kept confidential. - Provide referrals to appropriate resources; engage 9-1-1 for emergency medical treatment and/or police intervention, using required assessments and policy guidance. - Accurately document crisis contact interactions in correct contact reports. - Participate in educational opportunities provided by and through HopeLink to stay current on job-related knowledge; a minimum of 5 hours of refresher training post initial 120+-hour training is required. - Complete administrative tasks as assigned by the Shift Supervisor. ESSENTIAL COMPETENCIES: - Adaptability to changes in environment and situations - Strong and effective communication skills, ability to speak clearly and easily understood via the phone and online - Dependability with attendance and punctuality guidelines - Interpersonal relationship skills by maintaining confidentiality and dignity of self and others - Professionalism by following through with commitments and treating others with respect - Teamwork and contributes to building a positive team, gives and welcomes feedback QUALIFICATIONS: - Must have successfully completed mandatory 120+-hour HopeLink Crisis Services Crisis Worker Training. - Ability to support people in crisis using voice, chat, and text, as assigned. Willing to work across different service areas based on program needs. - Computer experience and proficient typing skills. - Ability to remain alert on scheduled shifts; experience working swing shifts preferred for overnight positions. - Demonstrated knowledge and ability to make sound decisions under pressure. - Understanding of confidentiality and privacy issues within a crisis center program. - High degree of empathy toward the people we serve and demonstrated knowledge of distress tolerance and coping skills. PERFORMANCE EXPECTATIONS: - Respond to crisis contacts in a professional manner following established protocols. - Maintain the confidentiality and privacy of information provided by persons in crisis. - Respond to clients in way that is accepting, empathetic, objective, non-judgmental, non-directive and responsive to the feelings of callers. - Adhere to the assigned shift schedule and follow program procedures when requesting coverage for an assigned shift. - Complete contact reports for each interaction by the end of each contact. - Attend and participate in scheduled staff meetings and supervision. - Fulfill the required minimum of at least 5 hours of refresher training post initial 120+-hour training. The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.