988 Specialist - Call Center (2nd or 3rd)
About The Position
The 988 Specialist provides immediate, confidential, and compassionate support to individuals in crisis through phone, chat, and text. The role assists people experiencing mental health challenges, suicidal thoughts, or other emotional distress by offering crisis intervention, resources, and referrals to appropriate services, connecting them with support and care during acute distress. This is a full-time position with second- and third-shift availability in Owensboro, Kentucky. The position requires a high school diploma or equivalent. A bachelor’s degree in psychology, social work, sociology, or human services is preferred, as is at least one year of experience in customer service, crisis intervention, or mental health support.
Requirements
- High school diploma or equivalent.
- Strong verbal and written communication skills and active listening skills.
- Ability to remain calm and composed under pressure.
- Empathy, patience, and a non-judgmental attitude.
- Proficiency with computer systems, chat platforms, and texting tools for documentation and communication.
Nice To Haves
- Bachelor’s degree in psychology, social work, sociology, or human services.
- At least one year of experience in customer service, crisis intervention, or mental health support.
- Experience handling crisis situations over the phone, via chat, or text.
- Familiarity with crisis intervention techniques and mental health first aid.
Responsibilities
- Respond to incoming calls, chat messages, and text inquiries from individuals in crisis.
- Provide calm, empathetic, non-judgmental support to people experiencing emotional distress, including suicidal thoughts, anxiety, relationship distress, or other urgent behavioral health concerns.
- Use established protocols and crisis assessment tools to assess severity, risk factors, and the appropriate level of intervention.
- Use active listening and de-escalation techniques to provide emotional support, stabilize callers, and help ensure their immediate safety.
- Provide information about mental health resources, community support services, and treatment options based on individual needs.
- Connect individuals with local crisis centers, counseling services, or emergency services when needed.
- Maintain accurate and confidential contact records, including conversation notes and follow-up actions, in accordance with organizational policies and legal requirements.
- Coordinate with crisis services team members, healthcare professionals, and community organizations to support continuity of care.
- Participate in ongoing training on crisis intervention, behavioral health issues, and effective communication.
- Follow organizational policies, procedures, and legal requirements related to confidentiality, privacy, HIPAA compliance, and professional conduct.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
