988 Chat/Text Representative (Remote - MUST ALREADY LIVE in the Tampa Bay, FL area)

First Contact•Clearwater, FL

1d•Remote

About The Position

This is a remote position for a 988 Chat/Text Representative. The role involves answering incoming chat and text messages from the 988 Crisis and Suicide Lifeline, providing online emotional support to clients. The representative will converse with clients in imminent risk, de-escalate situations, perform safety planning, and reduce lethal means during conversations. The position requires using the least invasive approach to service provision, providing referrals, deploying mobile crisis units, and engaging law enforcement when necessary. Candidates must complete and pass Lifeline Simulation Training modules, participate in at least two per year, and score at least 85% monthly in quality assurance monitoring. The role also involves seeking American Association of Suicidology (AAS) crisis certification when eligible, building respectful and confidential relationships with clients, and participating in national, state, and local meetings, committees, community activities, and outreach events. Active participation in ongoing supervision, training, team meetings, and proactive team efforts to achieve departmental and company goals is expected, along with adherence to all organization policies and procedures. Training for this position will be in person at our Clearwater administrative office for three weeks. Candidates must already live in the Tampa Bay, Florida, area to be eligible.

Requirements

Must already live in the Tampa Bay, Florida, area.
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.
Ability to handle multiple tasks simultaneously.
Seeking a supportive and collaborative team member.
One year or more of related crisis, mental health, or substance abuse experience is required.
Experience handling crisis chat or text message conversations is required.
Level II Background Screen
Valid State of Florida Driver’s License

Nice To Haves

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.
Health and Human Services background preferred.
Above-average computer skills preferred.

Responsibilities

Answer incoming chat and text messages from the 988 Crisis and Suicide Lifeline from clients needing online emotional support.
Ensure you meet all 988 Crisis and Suicide Lifeline performance metrics.
Converse with Imminent Risk clients and de-escalating, 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.