CRISIS SPECIALIST I - Relief

BUCKELEW PROGRAMS•Novato, CA

1d•Remote

About The Position

Join Buckelew and work with great people doing great things! Buckelew Programs is a leading provider of behavioral healthcare services in the North Bay, providing compassionate mental health, supported housing and substance use treatment. We are hiring a new Crisis Specialist I to join our Suicide Prevention team. In this role you will listen, provide support, and connect callers to local resources if necessary. You will support the mission and objectives of Buckelew Programs by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, and adhering to applicable federal, state and local laws and regulations, and Buckelew policies and procedures. As a relief position, you will be is responsible for covering openings in our schedule from full time staff for training and other needs. Shifts may include day, swing or overnight. There is no guarantee of hours or set schedule.

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

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.