Vision and Mission:
At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community’s toughest challenges by connecting people, resources and ideas.
Diversity, Equity and Inclusion is not only valued and demonstrated in our hiring practices, it is a fundamental part of our mission throughout our organization and the communities we serve.
Purpose of Position:
The Crisis & 988 Specialist performs a variety of technical and professional work associated with handling calls, chats and texts. This position will handle incoming phone contacts on our National Suicide Prevention Lifeline (NSPL), also known as 988, while collecting and documenting all required data and offering all applicable resources and referrals to callers who may be in emotional distress and suicidal crisis. The Crisis & 988 Specialist is responsible for providing excellent service to those accessing the service by applying the equivalent of reflective listening and motivational interviewing skills in the context of an electronic exchange. Crisis & 988 Specialists have the special training and skills to interact via phone, chat and text to understand callers’ unique circumstances and needs, render immediate emotional support, provide options for ongoing support/treatment and follow up to ensure needs are being met. This position also requires the ability to communicate effectively and tactfully with diverse and multi-cultural individuals, be non-judgmental, and respectful of the confidential nature of the job.
Essential duties and responsibilities
Key Responsibilities • Attend staff meetings, in-services, training sessions and conferences when appropriate to job responsibilities. • Participate in staff training activities to maintain the required annual training hours. • Keep Microsoft TEAMS open and check frequently. Acknowledge new posts from Crisis & 988 Director or other supervisory staff promptly. • Keep Outlook email account open and minimized on desktop during work hours; respond to supervisor emails promptly. • Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift. • Be fully prepared to begin answering phone lines promptly per assigned work schedule. Log into the call queue to take calls prior to the beginning of the shift. Adhere to lunch and shift schedule unless change is approved in advance by the Supervisor. • Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida. • Contribute to the overall effectiveness of the 211/LIFE LINE Program by completing all other tasks as assigned. • Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume. • Answer chats, texts and emails using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections. • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment. • Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards. Essential Functions: • Within 211 guidelines, assesses needs of persons contacting 211 or 988 and provide para-professional counseling, information & referral services, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication, including: online chat, phone, texting and email. • Use active listening skills and conversational intent to; develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handing all contacts. • Develop and implement crisis related safety plans. • If imminent risk to the individual or others, the Crisis & 988 Specialist Call Specialist may engage 911 to assist in response. • Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds. • Referral process consists of assessing the needs of the inquirer, identifying appropriate resources, and providing enough information about resources to help inquirer make an informed decision. • In line with 211 policy and procedures, follows-up with designated at-risk callers to determine referral outcomes.
Professional Core Competencies Required: • Mission Focused: Creates real social change that leads to better lives and healthier communities. This drives performance and professional motivations. • Relationship Oriented: Places people before process and is astute in cultivating and managing relationships toward a common goal. • Collaborator (Includes teamwork and communication): Understands the roles and contributions of all sectors of the community and can mobilize resources (financial & human) through meaningful engagement. Strong supporter of a team environment. • Results Driven: Dedicates efforts to shared and measurable goals for the common good; creating, resourcing, scaling and leveraging strategies and innovations for broad investment and impact. • Brand Steward: Understands role in growing and protecting the reputation and results of the greater network. General Physical Requirements for Essential Functions of the Job: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment. UWNEFL reserves the right to adjust work location. This position is currently remote due to COVID-19. Business needs will determine future work location.
Education and Experience
Experience/Position Requirements: • High school diploma/GED, with a minimum one year experience in the human services, social work, or customer services field required • Bachelor’s degree in social work, sociology or related field preferred. Crisis, Screening and Suicide prevention work experience highly desirable. AIRS or AAS certification preferred. • Must be able to pass and maintain Level II Background screening • Must successfully complete AIRS Certified Resource Specialist (CRS) exam once eligible. • High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems. • Able to troubleshoot basic technical issues. • Adaptable and able to move with change while maintaining a positive attitude. • Self-directed to take initiative in follow-up and resolution of daily issues. • Active listening and interviewing skills • Ability to conduct approved suicide assessment • Ability to work with people in great need. • Capacity to perform work calmly and effectively in emotionally intense environment. • Clear, concise and effective written and verbal communication. • Relate and interact successfully with persons of various social, cultural, economic, • and educational backgrounds. • Deal with people in a manner that shows sensitivity, tact and professionalism. • Ability to problem solve multifaceted difficulties. • 211/LIFE LINE is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of 211/LIFE LINEs clients. Must be responsive and able to work shifts as much as 12 hours in length during call surges and declared emergencies. • 211/LIFE LINE is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private work space which may include access to a private, secure and stable internet connection.
$38,000 - $45,000