Crisis Support Specialist

Position Title: Crisis Support Specialist

Reports to: Clinical Supervisor of Crisis Services

Type: Full-Time / Non-Exempt

Schedule: Day shift and swing shift

Pay rate: $26.53/hour

Union Representation: Represented by OPEIU

Location: Seattle, WA

PROGRAM SUMMARY: Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

POSITION SUMMARY: The Crisis Support Specialist responds to fluctuations in the Regional Crisis Line phone room with the goal of meeting contract objectives. Hours will be scheduled to supplement staffing in meeting contract objectives. In addition, the Crisis Support Specialist will respond to phone calls, assist volunteers, and respond to inquiries as requested by the Crisis Support Clinician on duty. The Crisis Support Specialist tasks will be directed by Crisis Intervention Specialist or designee.

JOB RESPONSIBILITIES

Answer calls on the Regional Crisis Line

• Follows guidance of Crisis Services Clinician regarding answering crisis and professional line phone calls. Phone workers will follow clinical directives from main CSC on duty.
• Follows phone room protocols and phone worker training to provide direct crisis services to callers.
• Monitors call queue and responds promptly to meet service and contractual metrics. Demonstrates comprehensive understanding of Mental Health Systems across various counties, including their respective procedures.
• Displays proficiency in accessing Crisis Connections resources.
• Exhibits proficiency with phone room protocol and procedures, including maintaining accurate clinical logs in adherence with trauma informed guidelines to ensure nonjudgmental language. Maintains a high standard of professionalism in interactions with volunteers, callers, and professionals.
• Makes effective use of Clinical Supervision.

Administrative Support

• Review/QA volunteer phone worker documentation in electronic health record.
• Other RCL administrative tasks as requested by CIS/CSC.

Volunteer Phone Worker Support

• Provides support to phone worker volunteers in handling RCL calls as needed to supplement guidance from CIS and CSC on duty.
• Provides practical suggestions to volunteers on resources appropriate for region served. Maintains current knowledge of available resources in each region and can access resource manual as needed.
• Provides support to volunteers in accessing and utilizing electronic health record software, CCORS surveys and other phone worker tasks.

PROFESSIONAL DEVELOPMENT

• Actively participates in the Performance Excellence Program to establish and pursue professional growth goals.
• Regularly attend training offered by Crisis Connections to enhance professional development and expertise in the field of Mental Health.
• Completes ASIST training for suicide prevention, ensuring readiness to provide support and intervention when necessary.
• Contributes positively to a culture that supports Diversity, Equity, Inclusion and Belonging with additional training as able.

QUANTITY AND QUALITY OF WORK HABITS

• Consistently arrives on time for scheduled shifts and demonstrates reliability by adhering to assigned work hours.
• Adheres to organizational personnel policies and procedures, ensuring compliance with established guidelines and protocols.
• Communicates clearly and effectively, both in written and verbal forms, ensuring messages are concise, accurate, and comprehensive.
• Cultivates genuine relationships by fostering cooperation, addressing conflicts openly and honestly, and embracing constructive feedback. Demonstrates respect for colleagues, volunteers, and clients/customers.
• Appropriately engages with supervision, seeking guidance and support when needed to enhance job performance and effectiveness.
• Actively contributes to fostering a positive work environment through collaborative decision-making, fostering team cohesion, and providing encouragement to colleagues and volunteers to achieve excellence.
• Demonstrates proactive problem-solving skills by identifying issues and offering constructive solutions to address challenges within the work environment.

QUALIFICATIONS AND REQUIRED SKILLS

• Preferred candidates will possess a Bachelor of Arts degree in social sciences from an accredited institution, demonstrating a foundational understanding of key concepts and methodologies relevant to the field, but are required to have a high school diploma.
• Exhibit a comprehensive understanding of the public mental health system, including its policies, resources, and procedures, enabling effective navigation and collaboration within the broader mental health community.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction. 

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations. 

Thriving employees means a thriving mission: 

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities:

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.? 
• Annual wage increases 
• Generous Paid Time Off & 12 Paid Holidays 
• Discount on ORCA transit pass 
• Free Parking & Flexible Schedules 
• Growth opportunities? 
• Self-care tools & weekly check ins with your supervisor 

Voluntary Benefits 

• Short-term and long-term disability 
• Flexible Spending Accounts (FSA) 
• 403B Retirement Plan 
• Gym classes 

OFFERS OF EMPLOYMENT:

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Requirements

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

Smart phone with ability to download Multi-factor Authentication (MFA) application. 

High speed internet, minimum 20mbps download and 10mpbs upload speeds. No Hot spots allowed. 

DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.