Experienced Crisis & 988 Specialist – Remote Data Entry and Customer Service Position

At arenaflex, we are committed to creating a community of opportunity where everyone has hope and can reach their full potential. As a Crisis & 988 Specialist, you will play a vital role in handling calls, chats, and texts on our National Suicide Prevention Lifeline (NSPL), also known as 988, while collecting and documenting all required data and offering all applicable resources and referrals to callers who may be in emotional distress and suicidal crisis.

About arenaflex

arenaflex is a leading organization dedicated to solving our community's toughest challenges by connecting people, resources, and ideas. We value diversity, equity, and inclusion, and our mission is to create a positive culture that promotes teamwork, innovation, and excellence. Our core values are:

• Teamwork: We work together to accomplish our goals and help each other succeed.
• Innovation: We are fearless, imaginative trailblazers.
• Mission Focused: We are passionate about our community's wellbeing and creating lasting change.
• Integrity: We are honest, transparent, and act ethically to create trust.
• Excellence: We set clear, high expectations for ourselves and our work.

Key Responsibilities and Essential Functions

As a Crisis & 988 Specialist, you will be responsible for:

• Attending staff meetings, in-services, training sessions, and conferences when appropriate to job responsibilities.
• Participating in staff training activities to maintain the required annual training hours.
• Keeping Microsoft TEAMS open and checking frequently for new posts from the Crisis & 988 Director or other supervisory staff.
• Keeping Outlook email account open and minimized on desktop during work hours; responding to supervisor emails promptly.
• Documenting and maintaining accurate, thorough records of all telephone interventions transacted during the work shift.
• Being fully prepared to begin answering phone lines promptly per assigned work schedule.
• Logging into the call queue to take calls.
• Adhering to lunch and shift schedule unless change is approved in advance by the Supervisor.
• Contributing to the overall effectiveness of the Crisis and 988 by completing all other tasks as assigned.
• Answering phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.
• Answering chats, texts, and emails using correct spelling, grammar, and professional language, paying close attention to the inclusion of feeling reflections.
• Demonstrating proficiency in using multiple types of contact center software, computer hardware, and telephone equipment.
• Maintaining an acceptable level of contact handling and customer service performance as described by 988 training standards.
• Assessing needs of persons contacting 988 and providing para-professional counseling, information, and referral services, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication, including online chat, phone, texting, and email.
• Using 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.
• Developing and implementing crisis-related safety plans.
• If imminent risk to the individual or others, engaging 911 to assist in response.
• Maintaining a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
• Referral process consists of assessing the needs of the inquirer, identifying appropriate resources, and providing enough information about resources to help the inquirer make an informed decision.
• Following up with designated at-risk callers to determine referral outcomes, in line with 988 policy and procedures.

Essential and Preferred Qualifications

* High school diploma/GED, with a minimum one-year experience in the human services, social work, or customer services field required.

• Bachelor's degree in social work, sociology, or related field preferred. Crisis, screening, and suicide prevention work experience highly desirable.
• Ability to pass and maintain a Level 2 background check is required. This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records.
• Must successfully complete Inform USA exam once eligible.
• High level of proficiency in web-based systems, real-time communication systems (i.e., chat/text), 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.

Skills and Competencies Required for Success

* Excellent communication and interpersonal skills.

• Ability to work in a fast-paced environment with multiple priorities.
• Strong problem-solving and analytical skills.
• Ability to maintain confidentiality and handle sensitive information.
• Proficiency in using multiple types of contact center software, computer hardware, and telephone equipment.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to adapt to changing situations and priorities.

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to ensure you have the skills and knowledge needed to succeed in this role.

• Opportunities for career growth and advancement within the organization.
• Collaborative and supportive work environment.
• Flexible scheduling to accommodate your needs.
• Comprehensive benefits package, including health insurance, 403(b) matching, and paid time off.

Work Environment and Company Culture Highlights

* arenaflex is a hybrid work environment, with the possibility of remote work dependent on performance, reliability, and a private work space.

• Collaborative and supportive work environment.
• Flexible scheduling to accommodate your needs.
• Comprehensive benefits package, including health insurance, 403(b) matching, and paid time off.
• Opportunities for career growth and advancement within the organization.
• arenaflex is an equal-opportunity employer and values diversity, equity, and inclusion.

Compensation, Perks, and Benefits

* Competitive pay commensurate with education and experience based on current market.

• Generous health insurance package for employees and dependents.
• 403(b) matching up to 6% of annual pay.
• 11 paid holidays, three personal holidays, and four year-end bonus days.
• Two weeks paid vacation.
• Flexible schedule to accommodate your needs.
• Comprehensive benefits package, including health insurance, 403(b) matching, and paid time off.

General Physical Requirements for Essential Functions of the Job

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required.
• Specific vision abilities required by this job include long hours viewing a computer monitor screen.
• The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

How to Apply

If you are a motivated and compassionate individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal-opportunity employer and values diversity, equity, and inclusion. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity. Apply for this job