Crisis & 988 Specialist

About the position

The Crisis & 988 Specialist at United Way of Northeast Florida is responsible for providing support to individuals in emotional distress through various communication channels, including phone, chat, and text. This role involves assessing callers' needs, offering immediate emotional support, and connecting them with appropriate resources. The specialist must demonstrate active listening and motivational interviewing skills while maintaining confidentiality and a non-judgmental attitude. The position requires effective communication with diverse individuals and adherence to the organization's core values.

Responsibilities

• Attend staff meetings, in-services, training sessions, and conferences as appropriate.
• Participate in staff training activities to maintain required annual training hours.
• Keep Microsoft TEAMS and Outlook email open during work hours and respond promptly to communications.
• Document and maintain accurate records of all telephone interventions during the work shift.
• Log into the call queue to take calls promptly per assigned work schedule.
• Adhere to lunch and shift schedules unless changes are approved in advance.
• Answer phone calls, chats, texts, and emails with appropriate tone and professional language.
• Demonstrate proficiency in using contact center software and telephone equipment.
• Assess needs of persons contacting 988 and provide crisis intervention and referral services.
• Develop and implement crisis-related safety plans and follow up with at-risk callers.

Requirements

• High school diploma/GED with a minimum of one year experience in human services, social work, or customer service required.
• Bachelor's degree in social work, sociology, or related field preferred.
• Ability to pass and maintain a Level 2 background check is required.
• High level of proficiency in web-based systems, real-time communication systems, and Microsoft Office.
• Ability to troubleshoot basic technical issues and adapt to change.
• Active listening and interviewing skills, with the ability to conduct approved suicide assessments.
• Capacity to perform work calmly in emotionally intense environments.

Nice-to-haves

• Crisis, screening, and suicide prevention work experience highly desirable.

Benefits

• Competitive Pay - Commensurate with education and experience based on current market.
• Health Insurance - Generous zero to low-cost Medical, Dental, and Vision for employees and dependents.
• 403(b) Matching - Generous matching up to 6% of annual pay.
• Holidays - 11 paid holidays, three personal holidays, and four year-end bonus days.
• Vacation - Two weeks paid vacation.
• Flexible Schedule - Hybrid working environment with the ability to modify as needed.
• Vibrant Work Environment - office space in a sustainable, state-of-the-art facility with free monthly parking.
• Employee Assistance Program.
• A fun, challenging, and inclusive culture.