Contact Community Services
Location: Syracuse,NY, USA
Date: 2024-12-11T06:34:34Z
Job Description:
Open Date 9/19/2024 Position 988 Specialist PT - Saturday 3:00 pm - 11:00 pm + 20 hours additional availabilty/week Category Mental Health Description Background check requiredJob Title: 988 Specialist:Shift:Part- Time - Saturday 3:00 pm - 11:00 pm + 20 hours additional availability/weekHourly rate: $20.50 per hour + shift differentialsWork Site:Must live within New York State.Fully in Office, Fully Remote, HybridPosition reports to assigned 988 Coordinator.General SummaryThe 988 Specialist responds to incoming calls and/or chats/texts (contacts) to the 988 Lifeline. The person in this position is responsible for providing active listening, collaborative problem solving, and safety planning to those experiencing crisis. A successful 988 Specialist knows the importance of empathy, cultural competency, and connection to help callers develop a plan to manage current and future crises. This position requires a compassionate listener with crisis management skills and a desire to help those in need.Under the general supervision of a 988 Coordinator, the 988 Specialist handles incoming calls to 988 and other various assigned crisis and community support lines OR incoming 988 chats/texts:answering all contacts, collecting, and documenting all required data, and offering any applicable resources and referrals to clients.988 Specialists may work phone shifts OR chat/text shifts OR elect to work a combination of both shift types but will not be responding to both phones and chats/texts simultaneously.Duties and ResponsibilitiesAnswer contacts on assigned incoming lines, including but not limited to 988, crisis, and community support lines, with compassion and in accordance with the organization's training and scope.Place outgoing and follow-up calls to designated programs as scheduled.Document contacts in an accurate and timely manner in web-based helpline software.Apply crisis intervention tools and techniques and make appropriate connections to community safety net programs when needed.Assist with placing rescue calls as needed for contacts requiring emergency assistance.Navigate multiple computer databases to locate and refer contacts to appropriate community resources.Regularly achieve a satisfactory or above rating for contacts monitored on assigned lines.Maintain a meets expectation rating for answer rates across all lines.Attend mandatory quarterly staff meetings and complete required trainings, workshops, and continuing education to remain knowledgeable about best practices, policies, and protocols, including Applied Suicide Intervention Skills TrainingPerform additional responsibilities as they develop and are assigned.Education RequirementsHigh school diploma required; associate's degree preferred.Previous Experience RequirementCrisis counseling/mental health experience; experience linking people with needed community resources.Knowledge and Skills Needed to Perform Effectively in this Position.Strong empathy, active listening, communication, teamwork, and interpersonal skillsStrong written communication and documentation skillsAbility to adapt quickly to varied protocol/requirements of each incoming/outgoing line.Function autonomously and exercise good judgment and decision-making skills, particularly in a crisisSkilled in web-based computer environment, database navigations, and multi-line phone systemEffectively multi-task and use an internal messaging system during calls and throughout shift.Additional RequirementsA sense of responsibility and commitment to Contact Community Services and its mission.High energy, patience, and controlling one's emotions, as well as the ability to think analytically in a high stress environment.Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests.Understanding of personal wellnessWork schedules are determined based upon contact volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment. If you are required to report to work during a shift where the business office is closed due to an emergency, you will be compensated at a rate to equal one and half times your regular rate of pay.Full-Time/Part-Time Part-Time Exempt/Non-Exempt Non-Exempt Shift Evenings EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. This position is currently accepting applications.
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