Experienced Crisis & 988 Specialist – Remote Part-Time Opportunity at blithequark

Are you passionate about making a difference in your community and providing critical support to those in need? Do you possess excellent communication and interpersonal skills, with a strong ability to empathize and connect with individuals from diverse backgrounds? If so, we invite you to at blithequark as a Crisis & 988 Specialist. About blithequarkAt blithequark, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community's toughest challenges by connecting people, resources, and ideas.We are committed to fostering a culture of diversity, equity, and inclusion, and we strive to create a workplace that is inclusive, supportive, and empowering for all employees. Job SummaryAs a Crisis & 988 Specialist at blithequark, you will play a critical role in providing emotional support and connecting individuals with resources and services through our National Suicide Prevention Lifeline (NSPL), also known as 988. You will be responsible for handling incoming phone contacts, chats, and texts, while collecting and documenting all required data and offering applicable resources and referrals to callers who may be in emotional distress and suicidal crisis.This is a remote part-time opportunity, with a variety of shifts available, including evenings, overnights, weekends, and holidays. Key Responsibilities andEssential Functions* Attend staff meetings, in-services, training sessions, and conferences when appropriate to job responsibilities* Participate in staff training activities to maintain the required annual training hours* Keep bolthires TEAMS open and check frequently, acknowledging new posts from the Crisis & 988 Director or other supervisory staff promptly* Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift* Be fully prepared to begin answering phone lines promptly per assigned work schedule* Log into the call queue to take calls* Adhere to lunch and shift schedule unless change is approved in advance by the Supervisor* Keep all activities in line with the core values and contribute to the positive culture of blithequark* Contribute to the overall effectiveness of the Crisis and 988 by completing all other tasks as assigned* Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume* Answer chats, texts, and emails using correct spelling, grammar, and professional language, paying close attention to the inclusion of feeling reflections* Demonstrate proficiency in using multiple types of contact center software, computer hardware, and telephone equipment* Maintain acceptable levels of contact handling and customer service performance as described by 988 training standards* Assess the needs of persons contacting 988 and provide para-professional counseling, information, and referral services, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication* Use active listening skills and conversational intent to develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy, and be non-judgmental and neutral in handling all contacts* Develop and implement crisis-related safety plans* If imminent risk to the individual or others, engage 911 to assist in response* Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds* Referral process consists of assessing the needs of the inquirer, identifying appropriate resources, and providing enough information about resources to help the inquirer make an informed decision* Follow-up with designated at-risk callers to determine referral outcomes, in line with 988 policy and proceduresExperience/Qualifications* High school diploma/GED, with a minimum one-year experience in the human services, social work, or customer services field required* Bachelor's degree in social work, sociology, or related field preferred* Crisis, screening, and suicide prevention work experience highly desirable* Ability to pass and maintain a Level 2 background check, which requires submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records* Must successfully complete Inform USA exam once eligible* High level of proficiency in web-based systems, real-time communication systems (i.e., chat/text), bolthires Office, and other client record management systems* Able to troubleshoot basic technical issues* Adaptable and able to move with change while maintaining a positive attitude* Self-directed to take initiative in follow-up and resolution of daily issues* Active listening and interviewing skills* Ability to conduct approved suicide assessment* Ability to work with people in great need* Capacity to perform work calmly and effectively in emotionally intense environments* Clear, concise, and effective written and verbal communication* Relate and interact successfully with persons of various social, cultural, economic, and educational backgrounds* Deal with people in a manner that shows sensitivity, tact, and professionalism* Ability to problem-solve multifaceted difficultiesSkills and Competencies* Excellent communication and interpersonal skills* Strong ability to empathize and connect with individuals from diverse backgrounds* Ability to work in a fast-paced, dynamic environment* Strong problem-solving and critical thinking skills* Ability to maintain confidentiality and handle sensitive information* Strong organizational and time management skills* Ability to work independently and as part of a team* Strong technical skills, including proficiency in web-based systems and real-time communication systemsCareer Growth Opportunities and Learning Benefits* Opportunities for professional growth and development, including training and education programs* Collaborative and supportive work environment* Flexible scheduling and remote work options* Competitive compensation and benefits package* Opportunities for advancement and career progressionWork Environment and Company Culture* blithequark is a hybrid work environment, with a variety of shifts available, including evenings, overnights, weekends, and holidays* Work schedule may be changed as necessary to meet the needs of Crisis and 988 clients* Must be responsive and able to work shifts as much as 12 hours in length during call surges and declared emergencies* blithequark is committed to fostering a culture of diversity, equity, and inclusion, and we strive to create a workplace that is inclusive, supportive, and empowering for all employees* blithequark is an equal-opportunity employer and we especially encourage and invite members of traditionally underrepresented communities to applyCompensation, Perks, and Benefits* Competitive pay, commensurate with education and experience based on current market* Health insurance, including medical, dental, and vision for employees and dependents* 403(b) matching, up to 6% of annual pay* Holidays, including 11 paid holidays, three personal holidays, and four year-end bonus days* Vacation, including two weeks paid vacation* Flexible schedule, with the ability to modify as needed* Vibrant work environment, with office space inThe Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking* Purpose, helping blithequark transform NEFL into a community of opportunity and hope for ALL people* Employee Assistance Program* A fun, challenging, and inclusive cultureIf you are passionate about making a difference in your community and providing critical support to those in need, we invite you to apply for this exciting opportunity.Please apply including your resume and a cover letter, through our website. We look forward to hearing from you!