CRISIS SPECIALIST I - Relief

Buckelew Programs Inc; Novato (CA); Hybrid; USD 30,000 - 41,000; Part time

Benefits offered by this job

Partial remote after training

Flexible shifts

Job summary

Buckelew Programs Inc in Novato, CA seeks Relief Crisis Specialists to join our Suicide Prevention team. As a Crisis Specialist I, you will be trained to answer confidential hotline calls for those in emotional distress as part of the 988 Lifeline network.

Relief staff pick up shifts with a minimum of three per quarter; shifts may be day, swing or overnight, with potential to work partially from home after training.

Qualifications

• High school diploma or equivalent required; associate’s degree preferred.
• Experience in customer service is required.
• Experience in telephone counseling, crisis intervention, or suicide prevention preferred.
• Crisis Hotline Counseling Training must be completed successfully.
• Ability to work independently, including overnight and night shifts.
• Willingness to participate in ongoing training.
• Bilingual English/Spanish verbal skills highly desirable.

Responsibilities

• Greet every help seeker with respect, empathy, warm connection and cultural sensitivity.
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Maintain accurate 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 and complete ongoing training.
• Maintain updated knowledge of program protocol changes.
• Keep Paycom time records of all shifts worked.
• Review email and announcements during each shift and consult resources as needed.
• Access to high-speed internet with a confidential workspace in alignment with HIPAA.
• Assist in training and mentoring of new Crisis Specialists on shift.

Skills

Interpersonal skills

Problem-solving

Emotional maturity & professionalism

Discretion & integrity

Adaptability

Computers: databases & Outlook

Typing speed 35 WPM

Attention to detail & organization

Flexible hours

Education

High school diploma or equivalent; Associate’s degree preferred

Tools

Paycom

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 relief Crisis Specialists to join our Suicide Prevention team. As a Crisis Specialist I, you will be trained to answer calls to a 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. Relief staff work shifts as available and will be responsible for communicating with the leadership team which unassigned shifts on the schedule they are able to pick up with a minimum of three (3) shifts worked every quarter. Shifts may be day, swing or overnight. 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.