988 Crisis Services Clinician

Position Title: Crisis Services Clinician of 988 Crisis Services

Reports to: Clinical Supervisor of 988 Crisis Services

Location: Remote work (Candidates must be located in WA, AZ, OH, or TX to be considered for this role)

Payrate: $35.45 per hour +$4.00 GY Shift Differential

Union Representation: OPEIU Representation

Schedule/Shift: Chat/Text: Full-time, Thursday-Saturday, 12 am - 8am or Call Team: Full-time, Tuesday-Saturday or Wednesday-Saturday. Swing shift (4 PM-12 AM) 

PROGRAM SUMMARY: Crisis Connections has been responding to calls for help and serving as a community safety net since 1964. We offer an array of support services that are free and easily accessible addressing “all things crisis”. Our core programs include: the 24-Hour Crisis Line, King County 2-1-1, Teen Link, WA Warm Line, WA Recovery Help Line, and support after suicide services. With over 350 trained volunteers and 160 staff, CC provides support, resources and certified training for King County and other communities statewide.

POSITION SUMMARY: The Crisis Services Clinician for 988 is a qualified Mental Health Professional who is trained to oversee calls, provide risk assessment oversight, and clinical decision making for calls that come in from the National Suicide Prevention Lifeline. This position is responsible for overseeing all activities of the 988-call line, while working within a team of other clinical staff and para professionals.

This selected candidate must bring clinical expertise in the areas of crisis intervention, de-escalation, and mental health. Responsibilities include monitoring the delivery of services via phone and in the future chat/text. The Crisis Services Clinician will ensure that callers receive appropriate emotional support, and referrals to the appropriate level of care.

REQUIRED QUALIFICATIONS AND SKILLS:

• Master’s degree in psychology/counseling or social work or related field required.
• Mental Health Professional as defined by WAC 246-341-0200.
• Independent or associate licensure in counseling, or social work preferred.
• Experience working with individuals in crisis.
• Telephone assessment or help line experience preferred.
• Excellent verbal, written, and typing skills.
• Prefer experience in King County Public Mental Health System
• Evidence of ability to work effectively with a multi-disciplinary clinical staff in a fast-paced environment.
• Supervisory responsibilities: None.

JOB DUTIES AND RESPONSIBILITIES

Crisis Services Clinician Responsibilities

1. Responsible for the direct oversight of Phone Workers and general oversight and direction of other staff working the 988-phone line during scheduled shifts. This will include close monitoring and coaching of Phone Workers, assigning and reviewing tasks of the Crisis Intervention Specialist (CIS), and providing consultation and direction to other clinical staff when engaged in crisis work.
2. Responsible for supporting Phone Workers in assessing for risk of harm, mental illness and ensuring that best clinical intervention practices are implemented.
3. Ensures completion of appropriate screening and linkage to Next Day Appointments, Children's Crisis Outreach and Response System, Mobile Crisis Teams, Geriatric Regional Assessment Team, Designated Crisis Responders and other outreach services for 988 callers.
4. Supports the CIS and Phone Worker staff with ongoing and immediate feedback.
5. Ensures that all policies and procedures are followed by staff answering the 988-phone line.
6. Assists phone workers in identification of callers who are known to the Crisis Department and may have case plans on file.
7. Ensures that all calls are documented accurately and completely using the assigned electronic health record.
8. Provide Quality Assurance to the National Suicide Safety Assessment forms.
9. Ensures that all services delivered are consistent with compassionate, respectful, professional and recovery-oriented services.
10. Contributes to a virtual team atmosphere that is professional, congenial and respectful.

KEY PERFORMANCE INDICATORS

1. 988/ National Suicide Prevention Lifeline Program Standards
2. Call Abandonment rate 5% or less.
3. Call Answer Rate within 30 seconds.
4. All staff working within the 988 Service Line share the responsibility to meet these contract metrics.

TRAINING AND PROFESSIONAL DEVELOPMENT

1. Supports Clinical Director of 988 Crisis Services in providing training and job shadowing to new staff that incorporates clinical best practices, and training recommendations from the National Suicide Prevention Lifeline/Vibrant.
2. Maintains required licensure and keeps updated on current professional literature and trends in the behavioral health field.
3. Maintain a minimum of 12 hours of training per FTE on approved topics relevant to the job function.

QUANTITY AND QUALITY OF WORK/WORK HABITS

1. Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
2. Participates in pager duty shifts as assigned by the Clinical Director of 988 Crisis Services.
3. Follows personnel policies and procedures.
4. Written and verbal communication is clear, concise, accurate and thorough.
5. Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner, and accepting constructive feedback. Shows respect to co-workers, volunteers and customers/clients.
6. Makes appropriate use of supervisor.
7. Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors.
8. Suggests solutions to identified problems.
9. Attends all internal staff meetings as assigned.
10. All other duties as assigned.

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.

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 Requirements:

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

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.