CRISIS SPECIALIST

Buckelew Programs Inc; Novato (CA); Hybrid; USD 25,000 - 39,000; Full time

Job summary

Buckelew Programs Inc. is seeking a Crisis Specialist I to support the 988 Lifeline network, answering calls from individuals in distress. The role is full-time, 32 hours per week, with Sunday through Wednesday, 7 am–3 pm shifts, in Novato, CA. After training, partial remote work is possible.

You will greet callers with empathy, perform safety assessments, document interactions, and participate in ongoing training; bilingual English/Spanish skills are highly desirable.

Qualifications

• High school diploma or equivalent required; Associate’s degree in Social Services preferred
• Experience providing excellent customer service required
• Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred
• Continued employment contingent upon successful Crisis Hotline Counseling Training
• Ability to work independently, including overnight and night shifts
• Willingness and ability to participate in ongoing training
• Bilingual English/Spanish verbal skills highly desirable

Responsibilities

• Greet every help seeker with empathy and cultural sensitivity
• Complete safety assessments and safety planning
• Maintain accurate call records and documentation
• Meet KPI: answer 90% of calls within 20 seconds
• Attend staff trainings and complete ongoing training assignments
• Keep Paycom time records accurately
• Access & review shift communications and resources as needed
• Ensure HIPAA compliant confidential workspace and internet access
• Assist in training and mentoring new Crisis Specialists

Skills

Customer service

Crisis counseling

Bilingual English/Spanish

Telephone communication

Time management

Computer skills

Education

High school diploma or equivalent

Associate degree preferred

Tools

Microsoft Outlook

Databases

Job description

Work with great people doing great things! Join Buckelew Programs and play a pivotal role in making a meaningful impact on the lives of individuals facing mental health and substance use challenges in the North Bay.

We are hiring a new Crisis Specialist to join our Suicide Prevention team. As a Crisis Specialist I, you will be trained to answer calls to a free, confidential hotline for individuals experiencing suicidal thoughts or emotional distress. As part of the national 988 Lifeline network, our Crisis Specialists support thousands of callers every year. This is a full-time 32-hour per week role, working Sunday, Monday, Tuesday, Wednesday, 7 am - 3 pm. After initial training, this position offers the opportunity to work partially from home.

RESPONSIBILITIES:

• Required to greet every help seeker with respect, empathy, warm connection and cultural sensitivity in accordance with training and established practices.
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Compliance with program KPI’s answering 90% of calls within 20 seconds or less
• Attend staff meetings, in-service meetings and trainings as scheduled. Complete ongoing training assignments as required.
• Maintain updated knowledge of, and implement, program protocol changes.
• Responsible for keeping accurate Paycom time records of all shifts worked.
• Review email, announcements during each shift worked and resource books, manuals and directories as needed.
• Access to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements
• Assist in the training and mentoring of new Crisis Specialists on shift.

Qualifications

Education and Experience

• High school diploma or equivalent required; Associate’s degree in Social Services preferred
• Experience providing excellent customer service required
• Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred
• Continued employment contingent upon successful completion of Crisis Hotline Counseling Training
• Ability to work independently, including overnight and night shifts
• Willingness and ability to participate in ongoing training
• Bilingual English/Spanish verbal skills highly desirable

Skills And Abilities

• Exceptional interpersonal skills with the ability to establish a warm, supportive counseling rapport
• Strong problem-solving skills with demonstrated sound judgment and decision-making ability
• Emotional maturity, dependability, and professionalism
• Proven ability to handle confidential information with discretion and integrity
• Adaptability in managing competing demands while maintaining a high level of client/customer service
• Proficiency with computers, including databases and Microsoft Outlook
• Keyboarding speed of 35 WPM or greater with a high degree of accuracy
• Strong attention to detail, reliability, and organizational skills
• Ability to manage a flexible work schedule and consistently commit to agreed-upon hours

Physical Requirements

• Work performed in a comfortable indoor environment
• Ability to maintain composure and quality of work in emotionally demanding situations
• Job frequently requires sitting, fine motor skills, and handling objects with hands
• Constant or frequent use of a computer and telephone
• Ongoing communication through listening and speaking
• Occasional standing, walking, and reaching required
• Vision sufficient to read printed and electronic materials
• Hearing sufficient to communicate in person and by telephone

We are an Equal Opportunity Employer committed to creating a workplace that celebrates diversity, promotes equality, and fosters inclusion. We encourage applications from individuals of all backgrounds, experiences, and perspectives.