Remote Crisis Chat & Text Specialist

Job Description

Position Title: Remote Crisis Chat &Text Specialist

Status: Full time/Non-Exempt

Reports To: Crisis Lines Shift Supervisor

Location: Telecommute

Compensation: $21.99 hr – $24.04 hr. The starting wage for the Remote Crisis Chat and Text Specialist position is $24.04/hr. for individuals with graduate degrees in a related field and $21.99/hr. for individuals with bachelor's degrees. (Internal CIS I candidates would have their current payrate matched)

Start Date: October 14, 2024

About the Organization: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.

Remote Crisis Chat & Text Specialist Position Summary:

Crisis Chat & Text Specialists answer incoming chats and texts to all Lines for Life crisis and referral helplines with care and compassion, and within the scope of each helpline program. This position will also research community treatment resources to ensure all members of the community receive access to the care and support they need.

Remote Crisis Chat & Text Specialists receive extensive clinical skills training in alignment with current best practices in suicide prevention and intervention.

Remote Crisis Chat & Text Specialist Responsibilities:

• Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies.
• Respond to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
• Consistently and accurately assess each texters for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each texters.
• Follow through on imminent risk chats to assure emergency contact is made with texters and confirm outcomes or re-engage texters as indicated.
• Document chats in an accurate and timely manner with relevant clinical information in an electronic health record system.
• Conduct research on community resources in accordance with KPI’s.
• Place follow-up chats/texts to clients as scheduled by the shift supervisor.
• Complete mandatory trainings and workshops to continue learning the latest policies and protocols and stay up to date on crisis intervention tools & techniques.
• Answer crisis calls as part of the training process
• Perform other duties, such as administrative and organizational tasks as needed.
  
  

Remote Crisis Chat & Text Specialist Required Qualifications:

• Able to meet Qualified Mental Health Associate requirements (https://mhacbo.org/media/QMHA.Worksheet_PDF.pdf)
• Crisis intervention knowledge
• Must be mature, sensitive, emotionally stable; flexible and adaptable to varying situations and coverage needs.
• Strong empathy, communication, teamwork and interpersonal skills
• Able to handle high levels of stress
• Proficient in the use of technology including telephones, computers (PC), laptops, software and email.
• Demonstrated ability to troubleshoot common technology issues.
• Understanding of and ability to apply mental health assessment, treatment and service terminology
• Able to implement skill development strategies and to identify, implement and coordinate the services and supports identified in Individual Service and Support Plan (ISSP)
• Strong attendance & punctuality - able to consistently show up on time, work the full scheduled shifts, and provide at least 2 weeks' notice for time off requests or as soon as possible in the event of an emergency
  
  

Remote Crisis Chat & Text Specialist Preferred Qualifications:

• Graduate degree in psychology; social work; or a behavioral science field OR CADC/Bachelor’s degree in psychology; social work; or a behavioral science field AND relevant crisis intervention experience
• Veterans preferred
• ASIST certification
• CADC certification strongly preferred
• Experience in a call center environment
  
  

Remote Crisis Chat & Text Specialist Training

• Lines for Life requires extensive Crisis Lines Onboarding training, which can be completed remotely. New hires must attend 5 weeks of paid crisis lines onboarding training. The next training begins October 14th and consists of 3 weeks between 8:30am - 5:00pm Pacific Time, Monday through Friday, plus 2 weeks of additional precepting training. The schedule for precepting can vary. It is likely that the 2 weeks of precepting will be a day or swing shift schedule. We want to make sure that all candidates understand that while you do get a scheduled lunch break, even missing half hour portions of these trainings can result in training expectations not being met. Due to the trainings being group trainings, there is generally no flexibility for each candidate to be able to take their breaks at different times. Training requires participation, full engagement without distractions, and being on camera over Zoom. Equipment is provided. You must have private high speed internet and a confidential place to take crisis contacts to meet security and technical requirements.
• We want all candidates to know that while this position is primarily focused on chat & text crisis interactions, our extensive training consists of utilizing phone platforms in addition to text & chat so this position will also be required to answer crisis calls during the onboarding training. After the initial training concludes, there may also potentially be instances during your shifts where you will be asked to assist with call taking on the crisis lines should the need arise
  
  

Remote Crisis Chat & Text Specialist Interview

• Interviews are conducted via Zoom with a Lines for Life supervisor and HR team members and are recorded so that members of the Hiring Committee who are unable to attend the live interview are able to watch the recording and give feedback afterwards.
  
  

Remote Crisis Chat & Text Specialist Work Schedule:

• Our crisis lines are operated 24/7. This position requires working some holidays and working weekends.
• The work schedule will be determined at the time of offer and is based upon Lines for Life’s crisis contact volume trends. All full time employees are required to work at least 1 weekend shift per week. We are currently hiring for these shifts which are all in Pacific time. (Please note due to overtime laws, we can only offer Alaska, California, and Nevada candidates shifts that are 8 hours or less)
• 9 pm – 8 am Sat - Mon (10.5 hr shifts, 31.5 hrs) Pacific Time
• 9 pm – 8 am Wed - Fri (10.5 hr shifts, 31.5 hrs) Pacific Time
• 6 pm – 4 am Wed - Sat (9.5 hr shifts, 38 hrs) Pacific Time
• 5 pm – 4 am Thur - Sat (10.5 hr shifts, 31.5 hrs) Pacific Time
• 10 pm – 8 am Tue - Fri (9.5 hr shifts, 38 hrs) Pacific Time
• 3 pm – 2 am Sat - Mon (10.5 hr shifts, 31.5 hrs) Pacific Time
• 3 pm – 2 am Sun - Tue (10.5 hr shifts, 31.5 hrs) Pacific Time
• 3 pm – 2 am Thur - Sat (10.5 hr shifts, 31.5 hrs) Pacific Time
• 1pm – 9:30 am Tue - Sat (8 hr shifts, 40 hrs) Pacific Time
  
  

Remote Crisis Chat & Text Specialist Physical Requirements:

• Work is primarily conducted in an office environment and requires the ability to sit or stand and work on a computer for long periods of time.
• This position requires high energy, patience and controlling one’s emotions, as well as the ability to think analytically.
  
  

Remote Crisis Chat & Text Specialist Remote Work:

• Telecommuting requires passing a clinical evaluation, having a HIPAA compliant workspace at home, and meeting technology requirements. Supervisors provide support to telecommuters by listening in on acute crisis contacts and using an internal messaging system (Microsoft Teams) to communicate.
  
  

Quality Assurance:

• We want to let you know that all crisis contacts are recorded – inbound and outbound. We review them regularly to ensure safety and quality assurance and for training and supervisory purposes. What this means is that you will have crisis contacts randomly picked for review and you will receive clinical feedback on how you are doing. This happens every few weeks and is one way that we ensure professional growth of our team. Another aspect of this technology is that while you are taking crisis contacts, supervisors can listen in to provide support if a crisis contact is particularly challenging or high risk. This supports our Crisis Intervention Specialists so they are not alone and ensures safety for our crisis contacts.
  
  

Remote Crisis Chat and Text Specialist Compensation Package:

The starting wage for the Remote Crisis chat and Text Specialist position is $24.04/hr. for individuals with graduate degrees in a related field and $21.99/hr. for individuals with bachelor's degrees. There is a $1.75/hr. overnight shift differential when working between the hours of 10 pm – 5 am Pacific Time and time and a half holiday pay when required to work holidays. Lines for Life offers a great benefits package valued at over $9,500 per year, including coverage for employee health, dental, vision, short and long-term disability, and life insurance premiums; a matching 401K plan; a flexible spending plan; an employee assistance program; and a free Fitbit.

This job description is not meant to be an all-inclusive list of duties and responsibilities but, constitutes a general definition of the position's scope and function in the company.

EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.

All Lines for Life employees must be approved to work by the Oregon Department of Human Services’ Background Check Unit. Background checks are completed after a conditional offer of employment has been extended.