Experienced Crisis and 988 Specialist for Remote Data Entry and Customer Service – Providing Emotional Support and Resources to Individuals in Need

Introduction to arenaflex

At arenaflex, we envision a community where everyone has the opportunity to thrive and reach their full potential. Our mission is to address the toughest challenges in our community by connecting people, resources, and ideas. We value diversity, equity, and inclusion, not just in our hiring practices, but as a fundamental part of our mission and the communities we serve. Our core values include teamwork, innovation, a mission-focused approach, integrity, and excellence. We are passionate about creating lasting change and improving the wellbeing of our community.

Job Overview

The Crisis & 988 Specialist plays a vital role in handling incoming phone contacts on our National Suicide Prevention Lifeline (NSPL), also known as 988. This position requires collecting and documenting all required data and offering applicable resources and referrals to callers who may be in emotional distress and suicidal crisis. The ideal candidate will have excellent communication skills, the ability to work in a fast-paced environment, and a passion for providing emotional support and resources to individuals in need.

Key Responsibilities and Essential Functions

• Attend staff meetings, in-services, training sessions, and conferences as appropriate to job responsibilities
• Participate in staff training activities to maintain the required annual training hours
• Keep Microsoft TEAMS open and check frequently, acknowledging new posts from the Crisis & 988 Director or other supervisory staff promptly
• Keep Outlook email account open and minimized on desktop during work hours, responding to supervisor emails promptly
• Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift
• Be fully prepared to begin answering phone lines promptly per assigned work schedule
• Log into the call queue to take calls
• Adhere to lunch and shift schedule unless change is approved in advance by the Supervisor
• Keep all activities in line with the core values and contribute to the positive culture of arenaflex
• Contribute to the overall effectiveness of the Crisis and 988 by completing all other tasks as assigned
• Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume
• Answer chats, texts, and emails using correct spelling, grammar, and professional language, paying close attention to the inclusion of feeling reflections
• Demonstrate proficiency in using multiple types of contact center software, computer hardware, and telephone equipment
• Maintain an acceptable level of contact handling and customer service performance as described by 988 training standards
• Assess the needs of persons contacting 988 and provide para-professional counseling, information & referral services, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication
• Use active listening skills and conversational intent to develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy, and be non-judgmental and neutral in handling all contacts
• Develop and implement crisis-related safety plans
• Engage 911 to assist in response if imminent risk to the individual or others
• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds
• Follow up with designated at-risk callers to determine referral outcomes
• Must successfully complete VIBRANT training prior to assisting callers
• Perform other such duties as may be assigned by the supervisory team

Essential and Preferred Qualifications

The ideal candidate will have a high school diploma/GED with a minimum of one year of experience in the human services, social work, or customer services field. A Bachelor's degree in social work, sociology, or a related field is preferred. Crisis, screening, and suicide prevention work experience are highly desirable. The ability to pass and maintain a Level 2 background check is required. Must successfully complete Inform USA exam once eligible.

Skills and Competencies

• High level of proficiency in web-based systems, real-time communication systems, Microsoft Office, and other client record management systems
• Able to troubleshoot basic technical issues
• Adaptable and able to move with change while maintaining a positive attitude
• Self-directed to take initiative in follow-up and resolution of daily issues
• Active listening and interviewing skills
• Ability to conduct approved suicide assessment
• Ability to work with people in great need
• Capacity to perform work calmly and effectively in emotionally intense environments
• Clear, concise, and effective written and verbal communication
• Relate and interact successfully with persons of various social, cultural, economic, and educational backgrounds
• Deal with people in a manner that shows sensitivity, tact, and professionalism
• Ability to problem-solve multifaceted difficulties

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. We offer a range of training and development opportunities to help you build your skills and advance your career. Our goal is to create a positive and supportive work environment that encourages learning, innovation, and excellence.

Work Environment and Company Culture

arenaflex is a hybrid work environment that offers a range of benefits, including flexible scheduling, remote work options, and a vibrant work environment. We are committed to creating a positive and inclusive company culture that values diversity, equity, and inclusion. Our employees are passionate about making a difference in their communities, and we offer a range of opportunities for professional development and growth.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes a range of benefits, such as health insurance, 403(b) matching, holidays, vacation time, and a flexible schedule. We also offer a range of perks, including a vibrant work environment, free monthly parking, and a fun, challenging, and inclusive culture.

Conclusion

If you are a motivated and compassionate individual who is passionate about providing emotional support and resources to individuals in need, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to creating a positive and supportive work environment that values diversity, equity, and inclusion. Join our team and be part of a dynamic and innovative organization that is making a difference in the lives of others.