Crisis Resource Specialist (Wednesday 12AM-6AM, Thursday 12AM-6AM, Saturday 4PM-12AM)

AFMC•Little Rock, AR

3d•Remote

About The Position

Responsible for assisting individuals calling in to the AFMC 988 Helpline. Staff will provide evidence-informed crisis intervention, suicide prevention, information and referral, and supportive intervention to clients who are in emotional distress and/or seeking information on available services. Specialists interact with individuals by phone, SMS text messaging, and/or live chat. They are responsible for making outbound calls as necessary to aid in effective follow-up. Specialist will collaborate with professional staff to meet deliverables, ensuring timely provision of services and appropriate follow-up; Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project; Document accurately and efficiently client communications and provide reporting as required. Specialist are expected to support AFMCs mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect and Teamwork. Provide Crisis Intervention: Respond to incoming calls to the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards. Active Listening: Practice empathetic listening skills to understand individual emotions, concerns, and needs. Assessment: Conduct assessments of individual safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline’s Safety Assessment Model with assessment of the Four Core Principles of Safety Assessment. This may involve supporting a person who is at imminent risk of suicide. Crisis De-escalation: Utilize de-escalation techniques to help individual regain a sense of control and stability during times of crisis. Safety Planning: Collaborate with individual to develop safety plans, identifying coping strategies and supportive resources to manage crises effectively. Empowerment: Empower individuals to explore their own strengths and coping mechanisms, fostering a sense resilience. Resource Referrals: Offer referrals to appropriate mental health services, including mobile crisis teams, emergency departments, and community resources using a vetted referral list provided by the crisis center. Documentation: Maintain accurate and confidential records of all interactions with individual, adhering to privacy regulations and organizational policies. Systems require significant computer use and skills Follow Up: Schedule and/or make follow up contact with individual for continued support; at a date and time collaborated on by the specialist and help seeker. Collaboration: Coordinate with other crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel, to ensure comprehensive support for individual. Adherence to Protocols: Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies. Continuous Training: Participate in ongoing training and professional development opportunities to enhance crisis intervention skills and stay updated on best practices for crisis support. Communicate needs and requests to other team members as appropriate. Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance. Additional duties as assigned.

Requirements

Possess intermediate level computer skills (Excel, Word, Power Point and Outlook)
Ability to navigate multiple software applications
Type 50 wpm
Exceptional skills in business English and spelling
Strong technical skills
Ability to troubleshoot basic IT issues that may arise during text/chat sessions
Ability to maintain confidentiality
Knowledge of or willingness to learn about mental health issues, suicide risk factors, crisis intervention, and de-escalation
Empathy, compassion, and non-judgmental attitude towards individuals experiencing mental health crisis
Interpersonal skills and the ability to build rapport with individuals in distress
Familiarity with community resources and mental health services
Strong oral and written communication skills, including a clear and expressive speaking voice
Ability to remain calm, patient, and empathetic while providing support to individuals in distress
Ability to work effectively in a fast-paced and high-stress environment
Creativity
Customer service
Ability to meet deadlines
Attention to detail
Flexibility
Ability to work collaboratively and independently to achieve stated goals
Initiative
Ability to relate professionally and positively with staff, business partners, customers, constituents, beneficiaries, and the public
Ability to multitask
Ability to prioritize
Strong organizational skills
Problem solving skills
Professionalism
Project management skills
Ability to read, interpret and apply laws, rules, and regulations
Knowledge of quality improvement processes and techniques
Time management skills
Willingness to work flexible hours, including evenings, weekends, and holidays to ensure 24/7 coverage of the crisis center
Ability to work overtime as needed
Mobility
Reaching
Bending
Lifting
Grasping
Ability to read and write
Ability to communicate with personnel
Ability to remain calm under stress
Ability to travel as needed
Must be able to lift and transport 25 pounds
High School Diploma
One (1) years’ experience crisis or call center experience
Reliable, high-speed wireless internet service (Wi-Fi)
An upload speed of at least 2Mbps is required to support softphone functionality

Nice To Haves

Certification in crisis intervention or suicide prevention
Thorough understanding of Behavioral and Mental Health, crisis intervention, or suicide prevention

Responsibilities

Assist individuals calling in to the AFMC 988 Helpline
Provide evidence-informed crisis intervention
Provide suicide prevention
Provide information and referral
Provide supportive intervention to clients who are in emotional distress and/or seeking information on available services
Interact with individuals by phone, SMS text messaging, and/or live chat
Make outbound calls as necessary to aid in effective follow-up
Collaborate with professional staff to meet deliverables, ensuring timely provision of services and appropriate follow-up
Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project
Document accurately and efficiently client communications
Provide reporting as required
Support AFMC's mission, vision, and values by exhibiting Honesty, Excellence, Accountability, Respect and Teamwork
Respond to incoming calls to the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards
Practice empathetic listening skills to understand individual emotions, concerns, and needs
Conduct assessments of individual safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline’s Safety Assessment Model with assessment of the Four Core Principles of Safety Assessment
Utilize de-escalation techniques to help individual regain a sense of control and stability during times of crisis
Collaborate with individual to develop safety plans, identifying coping strategies and supportive resources to manage crises effectively
Empower individuals to explore their own strengths and coping mechanisms, fostering a sense resilience
Offer referrals to appropriate mental health services, including mobile crisis teams, emergency departments, and community resources using a vetted referral list provided by the crisis center
Maintain accurate and confidential records of all interactions with individual, adhering to privacy regulations and organizational policies
Schedule and/or make follow up contact with individual for continued support
Coordinate with other crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel, to ensure comprehensive support for individual
Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies
Participate in ongoing training and professional development opportunities to enhance crisis intervention skills and stay updated on best practices for crisis support
Communicate needs and requests to other team members as appropriate
Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance
Perform additional duties as assigned