CRISIS SPECIALIST I - Relief

BUCKELEW PROGRAMS • Novato, CA

3d • $26 - $26 • Hybrid

About The Position

Join Buckelew Programs and play a pivotal role in making a meaningful impact on the lives of individuals facing mental health and substance use challenges in the North Bay. We are hiring relief Crisis Specialists to join our Suicide Prevention team. As a Crisis Specialist I, you will be trained to answer calls to a confidential hotline for individuals experiencing suicidal thoughts or emotional distress. As part of the national 988 Lifeline network, our Crisis Specialists support thousands of callers every year. Relief staff work shifts as available and will be responsible for communicating with the leadership team which unassigned shifts on the schedule they are able to pick up with a minimum of three (3) shifts worked every quarter. Shifts may be day, swing or overnight. After initial training, this position offers the opportunity to work partially from home.

Requirements

• High school diploma or equivalent required
• Experience providing excellent customer service required
• Ability to work independently, including overnight and night shifts
• Willingness and ability to participate in ongoing training
• Exceptional interpersonal skills with the ability to establish a warm, supportive counseling rapport
• Strong problem-solving skills with demonstrated sound judgment and decision-making ability
• Emotional maturity, dependability, and professionalism
• Proven ability to handle confidential information with discretion and integrity
• Adaptability in managing competing demands while maintaining a high level of client/customer service
• Proficiency with computers, including databases and Microsoft Outlook
• Keyboarding speed of 35 WPM or greater with a high degree of accuracy
• Strong attention to detail, reliability, and organizational skills
• Ability to manage a flexible work schedule and consistently commit to agreed-upon hours
• Ability to maintain composure and quality of work in emotionally demanding situations
• Constant or frequent use of a computer and telephone
• Ongoing communication through listening and speaking

Nice To Haves

• Associate’s degree in Social Services preferred
• Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred
• Continued employment contingent upon successful completion of Crisis Hotline Counseling Training
• Bilingual English/Spanish verbal skills highly desirable
• Occasional standing, walking, and reaching required
• Vision sufficient to read printed and electronic materials
• Hearing sufficient to communicate in person and by telephone

Responsibilities

• Required to greet every help seeker with respect, empathy, warm connection and cultural sensitivity in accordance with training and established practices.
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Compliance with program KPI’s answering 90% of calls within 20 seconds or less
• Attend staff meetings, in-service meetings and trainings as scheduled.
• Complete ongoing training assignments as required.
• Maintain updated knowledge of, and implement, program protocol changes.
• Responsible for keeping accurate Paycom time records of all shifts worked.
• Review email, announcements during each shift worked and resource books, manuals and directories as needed.
• Access to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements
• Assist in the training and mentoring of new Crisis Specialists on shift.

Benefits

• We are an Equal Opportunity Employer committed to creating a workplace that celebrates diversity, promotes equality, and fosters inclusion. We encourage applications from individuals of all backgrounds, experiences, and perspectives.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED