PSAP Crisis Worker

For over 60 years, HopeLink Behavioral Health (formerly PRS) has been a beacon of support for individuals and families facing behavioral health challenges and life crises. We envision a world where hope is accessible to all. Through high-quality mental health services, crisis intervention, and suicide prevention, we foster an inclusive community where everyone can achieve well-being and a sense of belonging.

SUMMARY STATEMENT OF POSITION:

Under the direction of the R2 PSAP (Public Safety Answering Point, also known as 911) Liaison, the Region 2 PSAP Crisis Worker for Virginia Programs will use customer service skills to facilitate quick and efficient call transfers from 911 dispatchers in Region 2 jurisdictions. After receiving the call transfer, the Region 2 PSAP Crisis Worker will use active listening skills and provide emotional support as a part of the Regional Crisis Call Center via phone. This is a dedicated line which primarily handles PSAP transfers from various Public Safety Answering Points within the state of Virginia, specifically, from Region 2, but may also support transfers from Region 1, 4, and 5. Additionally, the Regional Call Center supports connection to Mobile Crisis Response, Care Navigation, and our stakeholders. The assignment will be phone only at this time.

PRIMARY DUTIES:

• Handle contacts by engaging our core philosophies to provide a crisis intervention, safety and risk assessment, information and referrals, and intake screening of callers seeking Mobile Crisis Response and other community services.
• Accept transfers from 911 to support callers who are not at imminent risk or in physical danger.
• Respond to all offered calls via the Five9 or equivalent platform.
• Adhere to 988 Suicide and Crisis Lifeline Standards, HopeLink Behavioral Health Policies and Procedures, and appropriate accrediting bodies best practices when providing services.
• Ensure the 988 Suicide and Crisis Lifeline Suicide Safety Policy is adhered to utilizing active engagement, asking about suicide directly, and accurately assess the severity of the situation, engaging emergency intervention when criteria for imminent risk is met.
• Engage in Suicide Safety and Risk Assessment by ensuring the immediate safety of the caller, engaging in evaluation of access to lethal means, and utilizing safety planning skills to ensure individuals have a plan post call.
• Offer and perform follow-up contacts to any individual who has experienced suicide thoughts in the past 24 hours.
• Provide safety and security for callers by assuring them of their confidentiality and privacy and ensuring that any information shared by the client is kept confidential.
• Accurately reflect crisis contact interactions in corresponding contact reports throughout and at the end of each contact.
• Engage in a supportive and collaborative work environment, to maintain open communication with supervisors, clinical and administrative support staff.
• Support the overall operations of HopeLink's Crisis Services by performing additional tasks and duties as assigned.

QUALIFICATIONS:

• B.A. or B.S. preferred, degrees in Social Services, Psychology, Community, Public Health or Human Services. Will consider relevant experience in lieu of education.
• Ability to attend all training dates without conflict and successfully complete mandatory Crisis Services Training.
• Excellent written and oral communication skills; ability to articulate easily understood over chat and text-based service, along with phone skills due to outbound calls.
• Strong computer skills with various software - Microsoft Products proficient skills experience and proficient typing skills.
• Demonstrated knowledge and ability to make sound decisions under pressure. Along with a solid support system, and capacity to hold other's emotions.
• Secure access to reliable hardwired internet and a desktop or laptop computer that both utilize Zoom and web browser simultaneously and support other platforms as needed.
• Must maintain a confidential workspace.
• High degree of empathy toward the clients we serve.
• Demonstrated knowledge of distress tolerance and coping skills.
• Weekend and holiday availability required.

EXPECTATIONS REGARDING QUALITY OF WORK:

• Respond to crisis contacts in a professional manner following established protocols.
• Maintain the confidentiality and privacy of information provided by callers.
• Respond to callers in way that is accepting, empathetic, objective, non-judgmental, non-directive and responsive to the feelings of callers.
• Adhere to the assigned shift schedule and follow program procedures when requesting coverage for an assigned shift.
• By the end of each contact, complete contact reports for each interaction.
• Attend and participate in scheduled supervisions and staff meetings. As well as debriefings as appropriate.
• Fulfill the required assigned trainings, participate in quality assurance measures, and on-shift collaboration to work through challenges.
• Perform their job duties from a work-appropriate pre-approved location as outlined in their offer letter and onboarding paperwork.

The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

Ready to Join Our Mission?

If you're passionate about helping people achieve mental wellness, we encourage you to apply!

HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.

'Where Hope Meets Help.'

Salary : $17 - $20