First Contact

Representative

• Answer incoming chat and text messages from the 988 Crisis and Suicide Lifeline from clients needing online emotional support.
• Ensure you meet all 988 Crisis and Suicide Lifeline performance metrics.
• Converse with Imminent Risk clients and de-escalate, screen, safety plan, and reduce lethal means during the conversation.
• Use the least invasive approach to service provision.
• Provide referrals, deploy mobile crisis units, and engage law enforcement in active rescue, as needed.
• Complete and pass all Lifeline Simulation Training modules as required.
• Participate in, at least, two Lifeline Simulation Training modules per year, as required.
• Score at least 85% monthly in quality assurance monitoring.
• Seek to attain American Association of Suicidology (AAS) crisis certification, when eligible.
• Build and maintain relationships with visitors that show respect, build trust, and confidentiality during and after the conversation.
• Serve and participate in national, state, and local meetings, committees, community activities, and outreach events, as required.
• Actively participate in ongoing supervision, training, and team meetings.
• Participate in proactive team efforts to achieve departmental and company goals.
• Follow all organization’s policies, practices, and procedures.

Chat/Text Representative, Tampa Bay Area