Job Description
An employer is looking for a hybrid Crisis Chat/Text Navigator who will be responsible for providing follow-up services to all crisis chat and texts, providing follow-up contact regarding status of emergency intervention for crisis chat and texts, providing support for the crisis hotline, answering the phones for crisis callers, and assisting with walk-in clients.
Primary Responsibilities:
Works assigned shift and arrives to work 5-10 minutes prior to shift starting. Arrives at work properly attired.
-Provides follow-up services to all crisis text/chatters to ensure safety and provides resources/referrals as appropriate.
-Follows up with crisis chatters via phone and/or email to determine current level of functioning, address any outstanding safety concerns, review and update safety plans, and provide de-escalation support as appropriate.
-Follows up on emergency requests to determine status of support efforts.
-Collaborates closely with Crisis Chat & Text Leadership team regarding the status of emergency support follow-ups.
-Once all assigned follow-ups are completed, the crisis chat/text navigator will support the crisis hotline by answering phones and meeting with walk-in clients up to 40 hours a week as scheduled.
-Provides crisis support to individuals in emotional distress via telephone.
-Completes an assessment of each caller to determine the appropriate means of crisis support.
-Completes safety/risk assessment, safety planning, de-escalation, and follow-up with callers.
-Establishes good rapport with a wide range of callers.
-Provides crisis support to a wide range of callers.
-Supports suicidal callers, including making an assessment and taking appropriate action, as well as coordinating with emergency responders when required.
-Achieves good closure on calls with recommendations or arrangements for follow-up calls,
walk-in, or referral to other agencies as needed.
-Is familiar with resources and provides information and referral to callers requesting
information.
-Completes follow ups for all required calls.
-Completes thorough documentation for all calls (incoming & outgoing). Documentation must be at 100% completion rate and be input in the electronic system at the latest before the end of the shift. Live documentation is strongly recommended.
-Provides crisis support, suicide prevention support and to callers who are experiencing emotional crisis.
-Helps those accessing services to regain a sense of safety so that they may return to an appropriate level of functioning when possible.
-Escalates a voluntary or involuntary 911 response when appropriate and necessary.
-Provides face-to-face counseling to walk-in clients.
-Professionally documents consumer demographic data and interactions within designated database/databases.
-Respects each participant's privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
-The program will provide daily ongoing monitoring of calls to ensure quality. The expectation is for counselors to score a minimum of 75% on the quality evaluation.
-Completes weekly quality evaluation process.
-Attends weekly supervision.
-Participates in a brief meeting at the beginning of the shift to review shift business including status of EOS, expected walk-ins, alerts, etc.
-Acts as a liaison between Crisis Chat/Text, Crisis Line, and other crisis programs, such as Shelter, Cold Weather Shelter, Code Blue Staff, Day Resource Center, Springboard, etc.
-Assists in training new staff.
-Meets with Crisis Chat & Text Leadership team regularly to discuss program operations, concerns, and potential improvements.
-Completes yearly training as required per Lifeline.
-Completes trainings as required.
-Other duties as assigned, required or needed.
-Reads 100% of all email communications and responds to emails in a timely manner
-Participates in supervision, in-service training, and staff meetings
-Maintains good working relationships with co-workers and positively contributes to group morale
-Completes all administrative duties including time sheets, leave requests, etc. on time
-Uses appropriate channels of communication to resolve conflicts with other staff
-Interacts with staff, clients, and visitors in a professional and courteous manner
Training:
They will stay on a Monday to Friday schedule until they complete their 5 weeks of training. As of right now, the plan is that staff on the 8 PM to 4 AM shift will have the following schedule:
Week 1: Virtual Training (9 AM to 5 PM, Monday to Friday)
Week 2 to Week 4: Onsite training Monday to Friday from 9 AM to 5 PM (This is with our more established teams)
Weeks 5 and 6: Onsite training Monday to Friday from 8 PM to 4 AM (To get them used to their shift with supervisors)
Week 7: Transition to their selected schedule of days
Shifts:
-2x per month after onsite training. Training in person for initial 5 weeks at facility in Columbia, MD
-Tuesday-Saturday (1) - $24-26
-Wednesday-Sunday (2) - $25-27
-All night shifts -- 8 pm -- 4 am
Required Skills & Experience
-Bachelor's Degree in Counseling, Social Work, or mental health related field
-1 year of experience in mental health services, preferably in crisis support services, suicide prevention
-Computer skills with various software -- Microsoft Products proficient skills required
Skills and Abilities:
-Ability to work independently with confidence, as well as work as an integral part of a team of professionals.
-Must be mature, empathetic; flexible and adaptable to varying situations and coverage needs.
-Reliable and able to adhere to schedules based upon call center needs.
-Ability to consistently adhere to call center program policies and procedures.
-Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
-Excellent oral and written communication skills.
-Ability to function successfully in an environment requiring immediate response to urgent situations.
-Knowledge of and familiarity with local and statewide community resources.
-Analytical and problem-solving skills.
-Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
-Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports.
-Demonstrates a systematic approach in carrying out tasks and assignments.
-Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems.
-Consistently ensures that participants are provided with attentive, courteous and informative service.
-Gains and shows personal satisfaction from delivering expected service elements.
-Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
-Is open to changing situations and opportunities and is willing to perform all tasks assigned.
-Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
-Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.
Work Conditions:
-Share office space with Crisis Counselors
-Holiday and evening coverage required
-Hours are flexible to meet program needs
-Must be able to lift 25lbs
Nice to Have Skills & Experience
-Crisis Certification preferred. Requirement to complete Crisis Worker Certification within 12 months of hire.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.