Crisis and Resource Specialist

211 Brevard provides immediate support and connects people to resources in times of mental health, financial and community crisis, and maintains and shares information about critical needs and services. Services are available 24 hours a day via voice and text through the 211 community helpline and 988 suicide and crisis lifeline. 211 is the access point for the Community Information Hotline in disasters, and a variety of other specialized services. Position Summary Provide immediate, compassionate, and professional support to individuals in emotional distress, experiencing a mental health crisis, or seeing community resources. Primary Responsibilities

• Respond via voice and text to incoming contacts to the agency's 211 community helpline/ 988 crisis lifeline programs
• Conduct risk assessments and offer safety planning for individuals experiencing suicidal ideation or other mental health crisis
• Assess needs and provide accurate referrals to community resources
• Use and maintain familiarity with the 211 resource database to ensure high-quality referrals
• Accurately and thoroughly document all interactions in a timely and confidential manner
• Meet performance standards for contact interaction, data quality and attendance
• Provide support and accurate information through the community disaster hotline
• Effectively use organization's telephony, text, database and contact management systemsPosition QualificationsEducation and Experience
• High school diploma or GED Required Knowledge and Skills
• Ability to complete training class and demonstrate proficiency in application of skills learned
• Ability to communicate clearly on the phone, in writing and in person
• Experience using computer systems such as Microsoft Word, PowerPoint and Excel, Microsoft 365 and Outlook
• Prior experience providing compassionate, non-judgmental assistance to people from diverse backgrounds and experiences
• Experience working in a team environment Additional consideration may be given to the following
• Bachelor's degree in social services field
• Prior experience in other 211/988 or significantly similar organization
• Fluency in both English and Spanish ~ continued ~ Key Performance Indicators - guidelines and expectations of each employee in this position:1.

Ensure compliance with accreditation and contractual requirements o Achieve and maintain established QA/QI scores in compliance with standards established by accrediting bodies and funders: § > § > § > 70% compliance with 988 quality indicators 80% average call monitoring scores 95% compliance with data quality targets o Offer follow up to 100% of callers with moderate/high risk of suicide, not including imminent risk situations o Document >

• 3 •attempts for each scheduled follow up 2.

Maintain high performance standards o No attendance points in violation of policy in any rolling 12-month period 3. Lead by example and cultivate a supportive, collaborative work environment o Collaborate and communicate effectively with other staff including Housing, HMG, Veterans and database; respond to all routine internal messages within 2 hours during scheduled work hours. o Participate in or view recorded meetings within 7 business days. 4. Represent the agency with integrity and professionalism o Zero substantiated complaints or findings of violations of agency code of conduct or confidentiality in any 12 month period o Achieve net positive contact feedback on understanding caller concerns Physical Requirements

• Ability to communicate clearly on the phone, in writing and in person
• Ability to read written material and computer screens
• Ability to spend multiple hours on the telephone and computer
• Ability to enter data into a computerized record
• Ability to lift of up to 25 pounds Work Schedule and Location The community helpline/crisis lifeline is available twenty-four hours a day, 365 days a year.

Individual schedules will vary depending on the needs of the organization and the availability of staff. The position may be eligible for hybrid/remote work schedule upon successful completion of the 90 day probationary period in accordance with the agency's remote work policy. Disaster Response 211 Brevard serves as source of community information in disaster situations and all employees may be expected to work shifts prior to, during and/or following a community disaster.

Reports To:

Senior Contact Center Supervisor Direct Reports:

None Pay:

$16.50 - $17.50 per hour

Benefits:

401(k) 3% Match Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person