Contact Specialist - Full Time

Contra Costa Crisis Center; Walnut Creek (CA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

AD&D

LTD

Paid vacation

Holidays

Sick time

403(b) retirement plan

Job summary

Contra Costa Crisis Center is seeking a Full-Time Contact Specialist to answer calls on 211, 988 Suicide & Crisis Lifeline, and After-Hours lines in a 24/7 call center. This on-site position requires commuting to Walnut Creek, CA, with supervision and ongoing training to uphold ethical standards and provide compassionate crisis counseling.

Shifts are on-site, with a structured supervision schedule and opportunities for tenure-based pay increases.

Qualifications

• Must be able to reliably commute to the Walnut Creek office.
• Possess a high school diploma or equivalent.
• Ability to accept direction and guidance.
• Experience and demonstrated ability to work effectively with racially, culturally, and economically diverse populations.
• Proficiency with computers, databases, and online communication tools.

Responsibilities

• Respond to callers on the 24/7 Crisis Lines and 988 Suicide & Crisis Lifeline with the program goal of answering 95% of calls within 20 seconds or less.
• Complete safety assessments, safety planning, de-escalations, and follow-ups with callers.
• Respond to callers on the After-Hours lines including contacting the on-call social worker for mandated APS and CPS reports.
• Be familiar with internal resources to provide information and referrals to help callers as appropriate.
• Maintain accurate, timely, and detailed contact reports for every call and uphold confidentiality standards.
• Provide compassionate, clinically informed crisis counseling to reduce distress and support caller safety.
• Build rapport with callers while maintaining professional boundaries.
• Display confidence and composure in crisis situations.
• Collaborate with peers, volunteers, and supervisors to ensure high-quality service delivery.
• Engage in ongoing training, supervision, and certification (including American Association of Suicidology requirements).
• Support and coach volunteer Contact Specialists from a multicultural and inclusive perspective.

Skills

Communication skills

Interpersonal skills

Computer skills

Education

High school diploma or equivalent

Tools

Databases

Job description

ON-SITE ONLY

Full Time Contact Specialist

Location: Walnut Creek, CA — ON-SITE ONLY

Compensation Range: $25.00-$28.00 per hour, Non-Exempt

Full Time Shifts Available

• Friday-Tuesday, 2:30 PM to 11:00 PM
• Thursday-Monday, 2:30 PM to 11:00 PM
• Saturday-Wednesday, 10:00 PM to 6:30 AM
• Sunday-Thursday, 3:30 PM to 12:00 AM
• Wednesday-Sunday, 6:0 AM to 2:30 PM
• Sunday-Thursday, 10:00 PM to 6:30 AM

About Contra Costa Crisis Center

The Contra Costa Crisis Center (www.crisissupport.org) strengthens our community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, we connect people in need with compassionate care and lifesaving support every day.

Position Summary

The Contact Specialist answers calls on our 211, 24-hour crisis lines, 988 Suicide & Crisis Lifeline, and After-Hours lines to provide emotional support, crisis counseling, or suicide prevention assistance as well as information and referrals. The Contact Specialist also adheres to the highest possible ethical standards and complies with program policies and procedures. This position is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate 24/7 call center environment. The Contact Specialist helps people in distress feel heard, supported, and safely connected to appropriate resources.

The Contact Specialist reports to one of the Shift Supervisors and/or Center Manager and require an on-site presence in Walnut Creek, CA. This position receives 30 minutes of supervision a week during the introductory period of employment, after which they will receive a minimum of 60 minutes of individual supervision per month. In addition, the Contact Specialist will attend two monthly 30-minute individual supervision sessions with the Director of Clinical Programs.

This is a full-time, on-site position

Key Responsibilities

• Respond to callers on the 24/7 Crisis Lines and 988 Suicide & Crisis Lifeline with the program goal of answering 95% of calls within 20 seconds or less.
• Complete safety assessments, safety planning, de-escalations, and follow-ups with callers.
• Respond to callers on the After-Hours lines including contacting the on-call social worker for mandated APS and CPS reports.
• Be familiar with internal resources to provide information and referrals to help callers as appropriate.
• Maintain accurate, timely, and detailed contact reports for every call and uphold confidentiality standards.
• Provide compassionate, clinically informed crisis counseling to reduce distress and support caller safety.
• Build rapport with callers while maintaining professional boundaries.
• Display confidence and composure in crisis situations.
• Collaborate with peers, volunteers, and supervisors to ensure high-quality service delivery.
• Engage in ongoing training, supervision, and certification (including American Association of Suicidology requirements).
• Support and coach volunteer Contact Specialists from a multicultural and inclusive perspective.
• Other duties as needed.

Required Qualifications

• Must be able to reliably commute to the Walnut Creek office and work assigned onsite shifts.
• Possess a high school diploma or equivalent.
• Ability to accept direction and guidance.
• Commitment to working within Contra Costa Crisis Center’s Code of Ethics and organizational policies.
• Experience and demonstrated ability to work effectively with racially, culturally, and economically diverse populations.
• Strong interpersonal and communication skills, including the ability to apply the structure of a crisis call using transitional phrases.
• Proficiency with computers, databases, and online communication tools.
• Demonstrated personal accountability, emotional maturity, and team participation.
• Ability to direct callers to appropriate non–law-enforcement resources.
• Willingness to develop knowledge in trauma-informed care, grief and loss, mental health conditions, and boundary setting.

Strongly Preferred

• Bachelor’s degree in psychology, social welfare, counseling, sociology or related field.
• Spanish language fluency (spoken and written).

Compensation & Benefits

Hourly Rate Range: $25.00-$28.00 per hour.

Opportunities for pay increase following successful completion of training and tenure milestones.

Comprehensive benefits package for eligible employees including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays, sick time, and a 403(b) retirement plan.

Equal Employment Opportunity Statement

Contra Costa Crisis Center is an equal opportunity employer committed to treating all people with dignity and respect. We value the diverse experiences and perspectives that strengthen our ability to serve the community.