Crisis Triage/Call Center Support Specialist

Position Summary:

This position is primarily responsible for assisting individuals who call the crisis hotline and 988 National Suicide Prevention Lifeline (988). This person is responsible for assessing risk to self and others, ensuring caller safety, and linking to care. This person must be able to communicate with professionalism and with the highest regard for customer service.

Key Responsibilities:

Crisis Hotline/988 Answers Crisis Hotline and 988 calls. Asks each caller required suicide screening questions. Assesses for risk of harm to self and others, provides listening support, provides information and linking to resources and completes safety plans. Understands when to dispatch MRT (mobile response team) or emergency intervention. Provides outreach calls to clients and 988/hotline callers. Collaborate with community partners to ensure safety and continuity of care. Demonstrates ability to de-escalate callers. Consults with supervisor about case interventions when needed. Receives feedback regarding quality assurance. Provides feedback to team on enhancing outcomes or efficiencies regarding crisis care. Completes all required initial and ongoing training recommended by the agency. Attends monthly crisis group supervision meetings and weekly individual supervision. Adheres to all organizational and departmental policies, complying with all behavioral and ethical expectations. Completes all agency-required training, including client rights and grievances, safety training, infection control, etc. Demonstrates and supports the company core values

TCN C.A.R.E.S.

"Commitment, Accountability, Respect, Empathy, Service"

Minimum Qualifications:

Education:

High School Diploma, associate or bachelor's degree preferred

Certification:

First Aid, CPR and Crisis Training Other:

Ability to effectively communicate with clients/callers and the public. Demonstrate data entry skills.

Knowledge, Skills, & Abilities:

Skills:

Capacity to perform duties effectively under potential emotional stress and conflict situations. Proficiency in utilizing basic computer skills and office equipment for documentation and communication purposes. Practice of a client-focused approach, demonstrating active listening skills, reading comprehension, critical thinking, and leadership abilities.

Abilities:

Ability to communicate effectively in writing and speaking with various populations. Ability to work independently daily. Must be able to maintain strict client confidentiality. Neat and appropriate dress.