Crisis Intervention Specialist (Swing)

Job Description

Job Description

Description :

Title : Crisis Intervention Specialist

Type : Full-Time Day and Swing shifts

Payrate : $27.06 / hr

Location : In person role, at Seattle Call Center

Union Representation : Represented by OPEIU

POSITION SUMMARY : The Crisis Intervention Specialist (CIS) provides assistance to the trained Phone Workers and Call Screeners on the Regional Crisis Line. The CIS assists Phone workers in assessing, developing, and implementing, and resolving emergent and non-emergent calls. Crisis Intervention Specialists will work collaboratively with Screeners to assess the most appropriate resource for callers to be directed to when needed. The CIS provides feedback on adherence to our clinical model and debriefing and emotional support for volunteers following calls that are emotional or difficult.

The CIS takes phone calls from crisis and professional lines as instructed by the Crisis Services Clinician. The CIS completes Case Reviews and accurately and timely reviews log-sheets and screening guides. The CIS participates in program meetings and attends training and in-services.

KNOWLEDGE AND ABILITIES :

• Proven track record of cultivating and nurturing productive professional relationships across diverse stakeholders, fostering collaboration, and achieving organizational objectives.
• Demonstrated capability in collaborating seamlessly within interdisciplinary teams comprising clinical personnel and volunteers, leveraging collective expertise to deliver high-quality outcomes.
• Established proficiency in thriving within demanding work environments, exhibiting resilience and adaptability to effectively manage and mitigate stressors while maintaining focus on delivering exceptional results.

REQUIRED SKILLS AND QUALIFICATIONS :

JOB DUTIES AND RESPONSIBILITIES :

A. Phone Room Support

1. Follows guidance of Crisis Services Clinician regarding priorities in phone room, taking calls, supporting phone workers, and adding needed support as outlined by CSC and supervisors.

2. Facilitates Support for Trained Phone Workers (PWs) :

a. Guides Phone Workers and Screeners in assessing both emergent and non-emergent calls.

b. Supports Phone Workers in devising and executing appropriate interventions for both emergent and non-emergent calls based on our clinical model.

c. Aids Phone Workers in resolving issues arising from emergent and non-emergent calls.

3. Ensures adequate monitoring of both emergent and non-emergent calls.

4. Offers Effective Feedback and Debriefing Sessions Following Calls to Phone Workers as needed.

5. Conducts Training on Call Handling Skills, Policies, and Procedures.

6. Contributes to the Evaluation of Phone Workers by Providing Input to the Crisis Services Clinician as requested.

7. Assists Phone Workers in Following Phone Worker Requirements.

B. Service Delivery

C. Patient Placement Coordination

D. Professional Development

E. Quantity and Quality of Work / Work Habits

Requirements :

Computer Skills Assessment : Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length and timed. HR will provide a link to complete the test after screening qualified candidates.

This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirements :

Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

Working Conditions : Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT / software platforms at once and be able to function in an environment with moderate noise and distraction.

Thriving employees means a thriving mission : We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities .

Voluntary Benefits

Offers of Employment : All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

DISCLAIMER : The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION : Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.