988 Coordinator

CRISIS SERVICES•Buffalo, NY

2d•$25 - $25•Hybrid

About The Position

Crisis Services is seeking a 988 Coordinator to coordinate Crisis Counseling Program activities in alignment with 988 Suicide and Crisis Lifeline contract guidelines and timelines. The role supports the quality and effective operation of the 24-hour crisis hotline by coordinating policies and procedures related to 988 contacts, monitoring interactions for quality improvement, and assisting with training new and existing staff. The coordinator works with supervisors on schedules and staff assignments, monitors the phone system, and answers hotlines during staff shortages. During community emergencies, agency staff may be needed for extended shifts to provide phone coverage or other operational support. The position is full-time, 40 hours per week, based onsite with some remote-working flexibility.

Requirements

Bachelor’s degree from an accredited college or university in Social Work, Mental Health, Education, Health Promotion, or a related Human Service field, or equivalent experience.
Experience with crisis situations and quickly establishing rapport with clients is helpful.
Demonstrated ability and experience working with diverse populations.
Experience with suicidology, substance abuse, and the addictions field.
Strong data analysis and reporting skills and experience.
Strong knowledge of mental health dynamics and effects, public awareness, and crisis intervention services, as well as addiction, chemical dependency, and dual diagnosis.
Knowledge of principles and methods for training and curriculum design, and teaching and instruction for individuals and groups.
Professional verbal and written communication skills.
Excellent organizational skills and ability to maintain accurate records.
Flexibility and experience managing multiple tasks efficiently and effectively.
Ability to set goals and create timelines for implementation.
Compassion, empathy, confidentiality, and understanding for clients.
Ability to work independently and as part of a team to accomplish goals.
Knowledge of HIPAA laws and regulations concerning protected health information, codes of ethics, confidentiality, and privacy principles.
Ability to communicate effectively and develop effective interpersonal relationships with team members, clients, and staff.
Demonstrated judgment, empathy, and ethical values aligned with agency goals and values.
Ability to interact effectively and professionally with people across cultural, socioeconomic, educational, racial, ethnic, gender identity, sexual orientation, and professional backgrounds, including intersections of identities.
Commitment to support the agency’s mission, vision, policies, goals, and objectives.
Commitment to promote diversity, equity, and inclusion in the department and throughout the organization.

Nice To Haves

A minimum of two years of experience in mental health services and substance abuse/addictions is preferred.
Experience with crisis situations and quickly establishing rapport with clients is helpful.

Responsibilities

Coordinate Crisis Counseling Program activities to align with 988 Suicide and Crisis Lifeline contract guidelines and timelines.
Maintain and coordinate policies and procedures related to 988 contacts.
Monitor interactions for quality improvement.
Assist with training new and existing staff.
Work with supervisors to create schedules and manage staff assignments.
Monitor the phone system.
Answer hotlines during staff shortages.
Provide phone coverage or other operational support during community emergencies, including extended shifts when needed.

Benefits

Competitive pay with regular annual increases.
Paid training and professional development opportunities.
Generous paid time off and paid meal breaks.
Employee self-care and wellness supports, including a Calm app subscription for employees and their family members.
Onsite Quiet Room, Exercise Room, and Lactation Room.
Health insurance with a generous employer premium contribution.
$300 per year Flexible Spending Account provided by the agency.
Access to dental, vision, and other ancillary insurance coverage options.
403(b) plan with employer match after one year of service.
Eligibility for the Public Service Loan Forgiveness program.