Crisis Chat Text Navigator

Job description

Position Summary: Grassroots has an opening for Crisis Chat/Text Navigator - Hybrid is 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. Grassroots offers many incentives - including paying 100% of training and professional development expenses for its Full-time employees! See details below.

The schedules for these positions are as follows and will include mandatory (2) two days on site in Columbia, MD and (3) three days remotely:

4:00am – 12:00pm

12:00pm – 8:00pm

8:00pm – 4:00am

Please be aware that prior to transitioning to another shift, Grassroots staff must remain in their current position until filled and each schedule is reviewed for shift continuity by the management team.

Qualified candidates for this position must have:

• Bachelor’s Degree in Counseling, Social Work, or mental health related field
• 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention
• Computer skills with various software – Microsoft Products proficient skills required
• Crisis Worker Certification preferred. Requirement to complete Crisis Worker Certification within 12 months of hire.

Position Responsibilities:

• Works assigned shift and arrived 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 provide mental health 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/intervention as appropriate.
• Follows up on requests for emergency intervention to determine status of intervention efforts.
• Collaborates closely with Crisis Chat & Text Leadership team regarding the status of emergency intervention 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 intervention to individuals in emotional distress via telephone.
• Does an assessment of each caller to determine the appropriate means of intervention.
• Completes safety/risk assessment, safety planning, de-escalation, and follow-up with callers.
• Establishes good rapport with a wide range of callers.
• Provides crisis intervention counseling to a wide range of callers.
• Intervenes with suicidal callers, including making an assessment and taking appropriate action, as well as coordinating with emergency responders when emergency intervention is 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 intervention, suicide prevention support and brief supportive counseling 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 by Grassroots.
• Other duties as assigned, required or needed.

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.

Agency-wide Responsibilities:

• 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

Work Conditions include:

• Share office space with Crisis Counselors
• Holiday and evening coverage required
• Hours are flexible to meet program needs
• Must be able to lift 25lbs

Grassroots Rewards & Incentives:

Grassroots offers to pay 100% of the expenses for its Full-time employees wishing to take advantage in the following areas:

• Licensure and/or Renewal (ex. Clinical, Nursing, Medical, etc.)
• CEUs
• Professional Trainings and/or Conferences
• Field Certifications
• Instant wage increases for certifications achieved while employed.
• $250 Hiring Bonus for full completion of Onboarding and HR trainings.
• $500 Retention Bonus
• Small Loan Option at 0% Interest for 1 year

All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency’s 3-month probationary period, performance metrics, and/or signed agreements prior to registration and authorization by Grassroots leadership. All bonuses are subject to completion for all required HR and programmatic training.

Job Type: Full-time

Pay: $24.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekends as needed

Supplemental pay types:

• Signing bonus

Education:

• Bachelor's (Required)

Experience:

• Crisis intervention: 1 year (Required)
• Crisis management: 1 year (Required)
• Mental health counseling: 1 year (Preferred)
• Computer literacy: 1 year (Required)
• suicide prevention: 1 year (Preferred)

Ability to Relocate:

• Columbia, MD: Relocate before starting work (Required)

Work Location: Hybrid remote in Columbia, MD