Location: Fully Remote, must be located in WA State
Payrate: $20.96/hr +2.00/hr graveyard shift differential
Union Representation: OPEIU Representation
Candidates must be located in WA state to be considered.
Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.
Our 988 Crisis Intervention Specialist provides primary phone support for incoming calls from the National Suicide Prevention Lifeline. The CIS is responsible for the assessment, development and implementation, and resolution of emergent and non-emergent 988 NSPL calls taken by Crisis Call Specialists.
The Crisis Intervention Specialist provides feedback and debriefing following calls, and provides accurate, timely reviews of call documentation and screening guides. The CIS participates in program meetings, attends National Suicide Prevention Lifeline/Vibrant and organizational trainings as required.
This is what you’ll be doing:
- Provides effective support of 988 Crisis Call Specialists by assisting in the
- management of 988 calls including:
- Assessment of emergent and non-emergent 988 calls,
- Developing and implementing appropriate interventions with callers,
- Timely resolution of 988 calls.
- Provides adequate monitoring of calls.
- Provides effective feedback and/or debriefing following calls.
- Provides support in new staff learning call handling skills and relevant policies and procedures.
- Assists Crisis Call Specialists in adhering to 988 phone line contractual
- requirements.
We want to hear from you if you have these qualifications and skills:
- B.A. in social sciences
- Knowledge of King County Public Mental Health System
- Evidence of ability to develop and maintain effective working relationships
- Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and paraprofessionals
- Evidence of ability to work effectively in a fast-paced environment
- Excellent verbal, written, and technical skills including the ability to work in multiple software platforms concurrently
- Evidence of ability to work effectively in a stressful environment
- Bachelor of Arts degree in social sciences
Thriving employees means a thriving mission:
We work hard to embrace diversity and inclusion. We welcome everyone’s lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.
We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.
- 100% Employer paid Medical, Dental and Vision Coverage
- $1000 Employee Referral Bonus
- Generous Paid Time Off & 12 Paid Holidays
- Discount on ORCA transit pass
- Free Parking & Flexible Schedules
- Mileage reimbursement for transportation of materials at $0.65/mile
- Growth opportunities
- Self-care tools & weekly check ins with your supervisor
Voluntary Benefits
- Short-term and long-term disability
- Flexible Spending Accounts (FSA)
- 403 B Retirement Plan
Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.
- This assessment will be completed on the candidate’s personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.
PHONE SUPPORT RESPONSIBILITIES AS ASSIGNED
1. Complete Crisis Connections and NSPL designated training to respond appropriately to 988 phone line calls.
2. Answers phones for 988 calls.
3. Complete documentation pertaining to 988 calls in a timely manner.
4. Maintain required call record 988 NATIONAL SUICIDE PREVENTION LIFELINE PHONE SUPPORTS and honor contractual reporting requirements.
5. Provide clinical guidance to Crisis Call Specialists as they respond to 988 calls.
6. Assist in the prevention and shortening of wait times by being ready in the queue as appropriate.
1. Provides effective support of 988 Crisis Call Specialists by assisting in the
management of 988 calls including:
a. Assessment of emergent and non-emergent 988 calls,
b. Developing and implementing appropriate interventions with callers,
c. Timely resolution of 988 calls.
2. Provides adequate monitoring of calls.
3. Provides effective feedback and/or debriefing following calls.
4. Provides support in new staff learning call handling skills and relevant policies and procedures.
6. Assists Crisis Call Specialists in adhering to 988 phone line contractual
requirements.
SERVICE DELIVERY
1. Demonstrates knowledge of King County mental health system.
2. Demonstrates knowledge of Crisis Connections resources:
a. Competent use of Resource House database.
b. Competent use of CLS/CMLS.
3. Demonstrates knowledge of remote call team protocol and procedure by:
a. Maintaining accurate clinical logs and tallies.
b. Performing linkages in an accurate and timely manner.
4. Provides adequate consultation to professionals and non-professionals.
5. Maintains appropriate professionalism in dealing with Crisis Call Specialists, consumers, and professionals.
6. Timely completion of Case Reviews as assigned; notifies Supervisors of need for Case Plans.
7. Makes appropriate use of Supervisor.
8. Participates in Crisis Call Specialists job shadowing and other responsibilities as assigned.
PROFESSIONAL DEVELOPMENT
1. Participates in program meetings and planning.
2. Attends trainings and organization in-services as required by National Suicide Prevention Lifeline/Vibrant recommendations.
KEY PERFORMANCE INDICATORS
1. 988/ National Suicide Prevention Lifeline Program Standards
a. Call Abandonment rate 5% or less.
b. Call Answer Rate within 30 seconds.
2. All staff working within the 988 Service Line share the responsibility to meet these contract metrics.
QUANTITY AND QUALITY OF WORK/WORK HABITS
1. Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
2. Follows personnel policies and procedures.
3. Written and verbal communication is clear, concise, accurate and thorough.
4. Demonstrates genuine relationships by cooperating with others, handling disagreement’s directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers and customers/clients.
5. Makes appropriate use of Crisis Services Clinicians, and Clinical Supervisors.
6. Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors.
7. Suggests solutions to identified problems.
8. Attends all internal staff meetings as assigned.
9. All other duties as assigned.
