EM - Full Time Bilingual Chat & Text Specialist

La Frontera Center Inc.•Tempe, AZ

10h•Remote

About The Position

In this position, the Call Center Crisis Specialist will provide remote (from home) crisis chat & text interventions for chatters to the suicide hotline. Additionally, for the received calls, they will make appropriate referrals for available services. This role is Full-time schedules will be discussed with Managers. Must pass verbal and written Spanish Language Proficiency Test.

Requirements

Bachelor's Degree in Psychology, Counseling, Social Work, or a directly related field.
A fingerprint clearance card is required or eligibility to obtain one.
Excellent oral and written communication skills.
Proficient in the use of technology including chat & text functions.
Clear and effective communication
Strong customer service
Strong problem-solving and analytical skills
Ability to document detailed information
Ability to multi-task
Demonstrated ability to remain calm in crisis situations, work independently and cooperatively, recognize personal limitations, and relate positively and with empathy to all persons regardless of age, race, creed, gender, or sexual orientation.
Maintain professional conduct consistent with ethical professional practice and the policies and procedures of the agency.
Maintain a professional demeanor while working remotely (from home) and positive working relationships with internal and external team members, stakeholders, and community and business partners.
Spanish/English bilingual Needed. Bilingual Differential Pay per hour

Nice To Haves

Crisis, call center and chat & text experience preferred
Experience in the mental/behavioral health field preferred
Demonstrated ability to remain calm in stressful situations and collaborate/work in a team environment.

Responsibilities

Answer all chats & texts in a timely and professional manner while meeting agency goals of efficiency and customer satisfaction.
Effectively assess clinical situations and needs of all chatters.
Provide safe and effective clinical interventions to all chatters.
Complete clinical documentation thoroughly, clearly, and accurately, including information critical to data collection and reporting to funders. Forward internal referrals to the appropriate program(s) with all required information in a timely manner.
Work collaboratively with internal and external clients/customers. Maintain a positive attitude and flexibility to assist others.
Monitor call-in times for clients placed on a 72-Hour Suicide Watch or Safety Follow-Up.
Will be required to work beyond his/her shift with no advance warning if the crisis situation warrants or if required paperwork is not complete at the end of the shift.
Attend all required meetings and training courses, even if they fall outside of the regularly scheduled shift. Evening and night hours may be required.
Assist the clinical coordinator in training new staff.
Prior to using downtime for personal business, staff will be required to ensure all program forms are stocked, the hotline area is clean and organized, required reading is completed, and complete any project to benefit Crisis and/or other departments within the agency as required by a supervisor.
Attend in-person meetings, training, and agency activities and events outside of regularly scheduled work hours upon request.