Job Description

Title: Crisis Intervention Specialist

Type: Full-Time & Part-time Openings for After-hours shifts

Payrate: $27.06/hr + 2/hr. shift differential for after-hours

Location: In person role, at Seattle Call Center

Union Representation: Represented by OPEIU

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 well-being for all by connecting people to accessible and compassionate support.

Varied shift schedules and hours are available and range from part-time to full-time. The Crisis Services Team can be flexible to accommodate most scheduling needs .

POSITION SUMMARY:

• The Crisis Intervention Specialist (CIS) assists the 24-Hour Crisis Line volunteer phone workers.
• The CIS assists volunteer phone workers in assessing, developing, implementing, and resolving emergent and non-emergent calls.
• The CIS provides feedback and debriefing following calls.
• Completes Case Reviews and accurately and timely reviews log sheets and screening guides.
• The CIS participates in program meetings and attends training and in-services.
• The CIS will be crossed trained as Patient Placement Coordinator.

JOB DUTIES AND RESPONSIBILITIES:

A. Phone Room Support

1. Provides effective support of volunteer phone workers.
2. Assists phone workers in developing and implementing appropriate intervention with emergent and non-emergent calls.
3. Provides effective feedback and/or debriefing following calls.
4. Handles business line calls and documents appropriately, including patient placement and crisis response.

B. Service Delivery

1. Demonstrates knowledge of King County mental health system.
2. Demonstrates knowledge of Crisis Clinic resources.
3. Demonstrates knowledge of phone room protocol and procedure:
4. Maintains accurate clinical logs.
5. Performs linkages in an accurate and timely manner.

D. 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. Follows personnel policies and procedures.
3. Written and verbal communication is clear, concise, accurate and thorough.
4. 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.
5. Makes appropriate use of supervisor.
6. Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff and volunteers to outstanding performance.
7. Suggests solutions to identified problems.
8. Participates in program meetings and planning.
9. Attends training and in-services.

Training Requirements:

New hires are expected to attend 3 training shifts per week onsite, and will require the following online modules and shadowing shifts before starting their scheduled shifts.

Your Training Coordinator will provide follow-up and additional information during your New Hire Orientation.

Crisis Intervention Specialist Training Requirements

• Attend a 4-hour listening shift onsite at Seattle office during first week
• Complete Online Thinkific Learning Module- 6-8 hours of training modules
• 3 shifts on Crisis response desk onsite at Seattle office
• 3 shifts on CLE pro line desk onsite at Seattle office
• 2 shifts on Screener CIS desk onsite at Seattle office
• Attend Live Training once a year

REQUIRED SKILLS AND QUALIFICATIONS:

• Bachelor of Arts degree in social sciences
• Minimum of one-year experience as a volunteer on the Crisis Line preferred
• Knowledge of the public mental health system

KNOWLEDGE AND ABILITIES:

• Evidence of ability to develop and maintain effective working relationships.
• Evidence of ability to work with a team of clinical staff and volunteers.
• Ability to work effectively in a call center environment.
• Ability to navigate Electronic Health Records and experience using Microsoft Office Suite.
• Ability to work independently.

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 Requirements:

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

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.

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.

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