CRISIS SPECIALIST I

The Crisis Specialist I is responsible for 32 hours shift front end: Sunday, Monday, Tuesday, Wednesday. Consistently supports the mission and values of Buckelew Programs by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, and adhering to applicable federal, state and local laws and regulations, and Buckelew policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following represents key responsibilities for this role. This is not an exhaustive list; employees may be assigned other duties as needed to meet client, program, or agency needs. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

• Required to greet every help seeker with respect, empathy, warm connection and cultural sensitivity in accordance with training and established practices.
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Compliance with program KPI’s answering 90% of calls within 20 seconds or less
• Attend staff meetings, in-service meetings and trainings as scheduled. Complete ongoing training assignments as required.
• Maintain updated knowledge of, and implement, program protocol changes.
• Responsible for keeping accurate Paycom time records of all shifts worked.
• Review email, announcements during each shift worked and resource books, manuals and directories as needed.
• Access to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements
• Assist in the training and mentoring of new Crisis Specialists on shift.
  
  

Qualifications

Education and Experience

• High school diploma or equivalent required; Associate’s degree in Social Services preferred
• Experience providing excellent customer service required
• Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred
• Continued employment contingent upon successful completion of Crisis Hotline Counseling Training
• Ability to work independently, including overnight and night shifts
• Willingness and ability to participate in ongoing training
• Bilingual English/Spanish verbal skills highly desirable
  
  

Skills And Abilities

• Exceptional interpersonal skills with the ability to establish a warm, supportive counseling rapport
• Strong problem-solving skills with demonstrated sound judgment and decision-making ability
• Emotional maturity, dependability, and professionalism
• Proven ability to handle confidential information with discretion and integrity
• Adaptability in managing competing demands while maintaining a high level of client/customer service
• Proficiency with computers, including databases and Microsoft Outlook
• Keyboarding speed of 35 WPM or greater with a high degree of accuracy
• Strong attention to detail, reliability, and organizational skills
• Ability to manage a flexible work schedule and consistently commit to agreed-upon hours
  
  

Physical Requirements

• Work performed in a comfortable indoor environment
• Ability to maintain composure and quality of work in emotionally demanding situations
• Job frequently requires sitting, fine motor skills, and handling objects with hands
• Constant or frequent use of a computer and telephone
• Ongoing communication through listening and speaking
• Occasional standing, walking, and reaching required
• Vision sufficient to read printed and electronic materials
• Hearing sufficient to communicate in person and by telephone
  
  

We are an Equal Opportunity Employer committed to creating a workplace that celebrates diversity, promotes equality, and fosters inclusion. We encourage applications from individuals of all backgrounds, experiences, and perspectives.