Providing Crisis Intervention and Essential Community Information CONNECTING YOU TO HOPE & HELP
988 Phone Representative
Location
Florida
Posted
115 days ago
Salary
$25 / hour
Seniority
Junior
Job Description
988 Phone Representative
First Contact
• Answer incoming phone calls from the 988 Crisis and Suicide Lifeline from clients needing online emotional support. • Ensure you meet all 988 Crisis and Suicide Lifeline performance metrics. • Talk with Imminent Risk clients and de-escalate, screen, safety plan, and reduce lethal means during the conversation. • Use the least invasive approach to service provision. • Provide referrals, deploy mobile crisis units, and engage law enforcement in active rescue, as needed. • Complete and pass all Lifeline Simulation Training modules as required. • Participate in at least two Lifeline Simulation Training modules per year, as required. • Score at least 85% monthly in quality assurance monitoring. • Seek to attain American Association of Suicidology (AAS) crisis certification, when eligible. • Build and maintain relationships with visitors that show respect, build trust, and confidentiality during and after the conversation. • Serve and participate in national, state, and local meetings, committees, community activities, and outreach events, as required. • Actively participate in ongoing supervision, training, and team meetings. • Participate in proactive team efforts to achieve departmental and company goals. • Follow all organization’s policies, practices, and procedures.
Job Requirements
- Bachelor’s Degree from a four-year college or university or higher is preferred.
- A high school diploma or equivalent with a combination of experience may be considered.
- One year or more of related crisis, mental health, or substance abuse experience is required.
- Experience handling crisis phone calls is required.
- Excellent verbal communication, customer service, and time management skills.
- Ability to read and interpret documents.
- Ability to write routine reports and correspondence.
- Ability to respond to common inquiries or complaints from clients or members of the community.
- Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
- Ability to add, subtract, multiply and divide.
- Ability to problem-solve and manage a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Strong data entry skills.
- Proficient personal computer skills including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc..
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