What you’ll do:
In this position, the Call Center Crisis Specialist will provide remote (from home) crisis chat & text interventions for chatters to the suicide hotline. Additionally, for the received calls, they will make appropriate referrals for available services.
*Must pass verbal and written Spanish Language Proficiency Test.*
Essential Responsibilities:
- Answer all chats & texts ina timely and professional manner while meeting agency goals of efficiency and customer satisfaction.
- Effectively assess clinical situations and needs of all chatters.
- Provide safe and effective clinical interventions to all chatters.
- Complete clinical documentation thoroughly, clearly, and accurately, including information critical to data collection and reporting to funders. Forward internal referrals to the appropriate program(s)with all required information ina timely manner.
- Work collaboratively with internal and external clients/customers. Maintain a positive attitude and flexibility to assist others.
- Monitor call-in times for clients placed on a 72-Hour Suicide Watch or Safety Follow-Up. Will be required to work beyond his/her shift with no advance warning if the crisis situation warrants or if required paperwork is not complete at the end of the shift.
- Attend all required meetings and training courses, even if they fall outside of the regularly scheduled shift. Evening and night hours may be required.
- Assist the clinical coordinator in training new staff.
- Prior to using downtime for personal business, staff will be required to ensure all program forms are stocked, the hotline area is clean and organized, required reading is completed, and complete any project to benefit Crisis and/or other departments within the agency as required by a supervisor.
- Attend in-person meetings, training, and agency activities and events outside of regularly scheduled work hours upon request.
What you’ll provide:
- Bachelor's Degree in Psychology, Counseling, Social Work, or a directly related field.
- Crisis, call center and chat & text experience preferred
- Experience in the mental/behavioral health field preferred
- Demonstrated ability to remain calm in stressful situations and collaborate/work in a team environment.
- Spanish/English bilingual Needed. ***Bilingual Differential Pay per hour***
- A fingerprint clearance card is required or eligibility to obtain one.
Additional Skills and Abilities
- Excellent oral and written communication skills.
- Proficient in the use of technology including chat& text functions.
- Clear and effective communication
- Strong customer service
- Strong problem-solving and analytical skills
- Ability to document detailed information
- Ability to multi-task
- Demonstrated ability to remain calm in crisis situations, work independently and cooperatively, recognize personal limitations, and relate positively and with empathy to all persons regardless of age, race, creed, gender, or sexual orientation.
- Maintain professional conduct consistent with ethical professional practice and the policies and procedures of the agency.
- Maintain a professional demeanor while working remotely (from home) and positive working relationships with internal and external team members, stakeholders, and community and business partners.
What we’ll offer:
(Full-time employees)
- Generous PTO
- 10 paid holidays per year
- Medical plans (4 choices)
- Dental plans (2 choices)
- Vision plans (2 choices)
- 403(b) retirement plan
- Retirement Allowance
- Company paid Life/AD&D and Long-term Disability
- Voluntary additional Life and Short-term Disability
- Tuition Reimbursement
- Elder Care assistance
- Pet Insurance and much more!
EMPACT-SPC is licensed by the Arizona Department of Health Services and accredited by the American Association of Suicidology (AAS) and The Commission on Accreditation of Rehabilitation Facilities (CARF).
EMPACT-SPC/La Frontera Arizona provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
All employees of EMPACT-SPC and La Frontera Arizona are employees "at will" as that term is understood in the State of Arizona. This means that employment may be terminated at any time without prior notice and for no stated reason.
EMPACT-SPC/La Frontera Arizona reserves the right to modify position descriptions as needed and without notice. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.
