LEAD Crisis Line Specialists (2 Positions)

LEAD Crisis Line Specialist (local candidates only)

Department: Suicide Prevention

Reports to: Director, Crisis Center Supervisors

Status: Full-Time/Part-time

FLSA: Non-Exempt

Organization Information

WellSpace Health believes that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. We see you and are here for you. To that end, we've committed ourselves to finding solutions for our community's health and wellbeing to achieve regional health through high quality comprehensive care.

Our focus has always been to offer a full range of quality medical care, dental care, mental health and behavioral health services, and enabling services to underserved people. We do this by placing ourselves within the communities we serve and employing outstanding healthcare professionals who are devoted to our mission.

We are a Federally Qualified Health Center (FQHC) and are accredited by the Joint Commission for Ambulatory Care and Behavioral Health. We're also certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home.

Position Summary

The LEAD Crisis Line Specialist is responsible for supervising, training, and maintaining adherence to standards and policies of all Crisis Line Specialists and Volunteers. Answers crisis hotline phone calls (Suicide Prevention Crisis Lines, Maternal Support Line, etc.), provides crisis intervention, emotional support, intervention, and resources to callers, accurate record keeping and review crisis call data for accuracy.

Required Qualifications

• Bachelor's Degree required, preferably in psychology field.
• Previous experience in crisis intervention, counseling or psychology background is preferred.
• Exceptional interpersonal skills.
• Excellent customer service experience including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
• Communicate clearly and concisely, both verbally and in writing and demonstrate a high level of listening skills.
• Skilled in use of technology including multiple line telephones, computer (PC), laptop, software including Microsoft Word, Power Point, Excel, Outlook, email.
• Ability to work independently, as well as working as an integral part of a team of professionals.
• Must be flexible and adaptable to varying situations.
• Ability to adhere to Crisis Center code of ethics and program policies and procedures.
• Willingness to work flexible hours, including overnight shifts, holidays, weekends, evenings and change as needed according to coverage needs.
• Successful completion of Crisis Line counselor exam with passing score and/or final evaluation.
• Demonstrated commitment to the provision of services for the underserved and sensitivity working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Fluency in additional languages preferred.
• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.
• Must have valid driver's license and insurable driving record.

Essential Responsibilities

• Assist with the Supervision of all Crisis Line Specialists and volunteers.
• Monitor and train all Crisis Line Specialists and volunteers on adherence to standards and policies.
• Assist with hiring interviews, screening, and onboarding of new Specialists and volunteers.
• Provide emotional support when responding to Crisis Lines, warm line calls and Crisis Chats/Texts.
• Assess crisis intervention, and treatment/support referrals to callers in a consistent and non-judgmental manner.
• Fill open Crisis Line shifts on a regular basis and as needed, including evenings, weekends, holidays, and overnights to ensure adequate coverage for the lines.
• Assess each caller for suicide risk following assessment protocols and practices and provide adequate and relevant safety/action planning for each caller.
• Offer and provide follow up calls to callers at risk of suicide, suicide loss survivors, and others.
• Follow through on imminent risk calls to assure emergency contact is made with callers and confirm outcomes or re-engage callers as indicated.
• Provide detailed and thorough documentation for all Crisis Line calls and crisis chats/texts.
• Adhere to call management guidelines.
• Provide reporting on crisis center data and outcomes throughout the year.
• Assist with maintaining and updating community resource database.
• Maintain confidentiality of both callers, crisis chat users, crisis center location, Crisis Line staff, and Crisis Line policy and procedure.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Other duties as assigned.

Benefits

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment

The work environment is characteristic of a normal office environment. 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. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or feel. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Wellspace Health is an Equal Opportunity Employer