On‑Site Crisis Support 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

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.