CRISIS SPECIALIST

Work with great people doing great things! Join Buckelew Programs and play a pivotal role in making a meaningful impact on the lives of individuals facing mental health and substance use challenges in the North Bay.

We are hiring a new Crisis Specialist I to join our Suicide Prevention team. In this role, you will be trained to answer calls to a free, confidential hotline for individuals experiencing suicidal thoughts or emotional distress. As part of the national 988 Lifeline network, our Crisis Specialists support thousands of callers every year. This is a full-time position working Sunday - Wednesday, 7 am - 3 pm, 32 hours per week and includes great benefits. This position offers the opportunity to work partially from home after initial training. 

RESPONSIBILITIES:

• Required to greet every help seeker with respect, empathy, warm connection and cultural sensitivity in accordance with training and established practices. 
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Compliance with program KPI’s answering 90% of calls within 20 seconds or less 
• Attend staff meetings, in-service meetings and trainings as scheduled. Complete ongoing training assignments as required.
• Maintain updated knowledge of, and implement, program protocol changes.
• Responsible for keeping accurate Paycom time records of all shifts worked.
• Review email, announcements during each shift worked and resource books, manuals and directories as needed.
• Access to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements
• Assist in the training and mentoring of new Crisis Specialists on shift.

 

Education and Experience

• High school diploma or equivalent required; Associate’s degree in Social Services preferred
• Experience providing excellent customer service required
• Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred
• Continued employment contingent upon successful completion of Crisis Hotline Counseling Training
• Ability to work independently, including overnight and night shifts
• Willingness and ability to participate in ongoing training
• Bilingual English/Spanish verbal skills highly desirable

Skills and Abilities

• Exceptional interpersonal skills with the ability to establish a warm, supportive counseling rapport
• Strong problem-solving skills with demonstrated sound judgment and decision-making ability
• Emotional maturity, dependability, and professionalism
• Proven ability to handle confidential information with discretion and integrity
• Adaptability in managing competing demands while maintaining a high level of client/customer service
• Proficiency with computers, including databases and Microsoft Outlook
• Keyboarding speed of 35 WPM or greater with a high degree of accuracy
• Strong attention to detail, reliability, and organizational skills
• Ability to manage a flexible work schedule and consistently commit to agreed-upon hours

Benefits:  Medical, dental, vision and life and long-term disability insurance, Employee Assistance Program, flexible spending accounts for health, dependent and transit costs, retirement savings plan with company match, eligibility for loan forgiveness, continuing education credits available through our learning management system, paid meal breaks and generous paid time off.

We are an Equal Opportunity Employer committed to creating a workplace that celebrates diversity, promotes equality, and fosters inclusion. We encourage applications from individuals of all backgrounds, experiences, and perspectives.