Customer Service Analyst (REMOTE - US)
MassMutual Ascend
Crisis Line Counselor
CRISIS SUPPORT SERVICES OF ALAMEDA COUNTY
part-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $25 per hour
Job Level
Mid-LevelSenior
About the role
- Primary Role: Respond to callers on the 24/7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988; Respond to callers on the After-Hours lines including contacting the on-call crisis worker for requests from hospitals, law enforcement agents, or jail facilities; Respond to third party callers on the crisis lines, lifeline, and After-Hours lines; Provide client centered coaching and advocacy to callers on how to navigate systems of care for themselves and their loved ones to minimize traumatic experiences and increase successful connection with community resources; Active engagement with teammates during shift; Document crisis line hours via Time Log at the end of each shift; Document call notes for each and every call; Utilize consultation as needed; After consultation with a supervisor, make outreach calls and referrals to CPS, APS, and emergency services in times of mandated reporting and imminent risk; Refer callers presenting with medium-high risk for suicide to the follow-up program; Connect callers in crisis with the appropriate community resource; Provide training and evaluation to volunteer crisis counselors; Other duties as assigned. Responsibilities: Establish rapport, build connections with callers, and take responsibility for caller feedback; Recognize that caller-centered solutions and connectedness are key to providing crisis line intervention; Display confidence and composure in crisis situations; Communicate effectively and compassionately with volunteers, staff, and callers; Work collaboratively with teammates including sharing feedback and support in the spirit of community building; Work independently using creativity and resourcefulness; Willingness to continuously improve skills through supervision, research, and individual development; Recognize the value that diversity and culture bring to an organization
Requirements
- Availability to work at least one of the following schedules is a requirement for the role: SCHEDULE A: Monday 12am-4am; Tuesday 4am-8am; Friday 12am-4am; Saturday 12am-4am; Saturday 4am-8am; Sunday 4am-8am. SCHEDULE B: Tuesday 4am-8am; Wednesday 12am-4am; Thursday 12am-4am; Saturday 4am-8am; Sunday 12am-4am; Sunday 4am-8am. SCHEDULE C: Monday 8pm-12am; Wednesday 12am-4am; Wednesday 12pm-4pm; Friday 4am-8am; Saturday 8pm-12am; Sunday 12am-4am. SCHEDULE D: Wednesday 8pm-12am; Friday 4pm-8pm; Friday 8pm-12am; Saturday 4pm-8pm; Saturday 8pm-12am; Sunday 2pm-4pm.
- Knowledge and Skill Requirements (After Initial Training Period): Commitment to working within the CSS Code of Ethics and Policies and Procedures; Ability to apply the structure of a call including transitional phrases; Ability to utilize OARS skills to build rapport and get the story; Ability to assess for risk for suicide death in every call; Ability to coach a third party caller or a caller with suicidal experiences through means safety, short term safety planning; Ability to utilize the After-Hours script including gathering full name, phone number, and date of birth of every caller seeking services or support; Comfort using Dialpad.com phone system; Comfort using Apricot database to document every call; Knowledge and Ability to refer callers to available non law enforcement referrals for in-person crisis support; Continued growth in knowledge on relevant subjects including: Grief and loss, Isolation and loneliness, Mental health conditions - including symptoms, coping skills and treatment, Trauma informed care, Boundary setting and providing support to regular callers, Addiction and substance use, Interpersonal violence, Human trafficking, Child and dependent adult abuse and neglect, Disaster management and mass violence, Specific populations including veterans, LGBTQIA, youth, Cultural humility, Non-Suicidal Self Injury, Community resources, Self-care, bullying. Additional Requirements: Proof of vaccination against Covid-19 required; Must complete Background Check (DoJ) and LiveScan.
