SUMMARY:

211/LIFE LINE is a mission service of Goodwill of the Finger Lakes that provides crisis/suicide hotline and information referral program offering crisis intervention, needs assessment, and referrals to health and human services organizations that can assist with those identified needs. This position will handle incoming National Chat/ Text contacts to the contact center on our National Suicide Prevention Lifeline (NSPL), also known as 988. The NSPL Crisis Chat Community Connector will answer and document chats/ texts from our National Suicide Prevention Lifeline Core Chat Services that operates from Sunday through Saturday 12:00pm-8:00pm.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Use active listening skills and conversational intent to; develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handing all contacts.

Perform in-depth screening for community programs for the purpose of educating, navigating, and connecting clients with needed services.

Answer crisis contacts via the Chat/ text to assess for Suicide, safety, and identify resources to refer caller to the appropriate community resources which may address the client’s additional behavioral health and social needs.

Conduct follow-up calls on individuals as part of the safety plan.

Must be able to maintain strict confidentially of sensitive information.

Utilize prescribed software to accurately document all client interactions.

Obtain and document all required data according to established policy, protocol and procedure to assist in the identification of gaps in services that can be addressed.

Must be available to work rotating shifts including nights and weekends and be flexible to backfill shifts as necessary.

Attend and complete the Applied Suicide Intervention Skills Training (ASIST) and participate actively in all required in-service and other department meetings and trainings.

Keep all activities in line with the core values and contribute to the positive culture of Goodwill of the Finger Lakes.

Contributes to the overall effectiveness of the 211/LIFE LINE Program by completing all other tasks as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.

Must adhere to and comply with all American Association of Suicidology (AAS) standards and obtain ASIST certification as soon as training is available.

EDUCATION and/or EXPERIENCE:

Associates Degree in related field. One-year experience in customer service and/or Call Center industry. Prior mental health, case management, /or social work background strongly preferred. Or an equivalent combination of education and experience.

TRAINING:

New hires will receive onsite crisis counseling training ASIST (Applied Suicide Intervention Skills Training) model to develop safety plans with chatters who are in crisis and/or having thoughts of suicide. New hires will be trained in how to navigate and document in our database.

LANGUAGE SKILLS:

Ability to clearly communicate concepts, processes, and methods to enhance learning and skill building.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

OTHER SKILLS AND ABILITIES:

High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems. Able to troubleshoot basic technical issues.

Adaptable and able to move with change while maintaining a positive attitude.

Excellent interpersonal skills: Diplomatic, team-oriented approach.

Self-directed to take initiative in follow-up and resolution of daily issues.

Innovative, forward thinker – able to think outside the box.

Experience with softphone and software systems commonly used for Contact Center applications a plus.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to openly communicate. The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms.

The employee is occasionally required to stand, walk, and sit. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

211/LIFE LINE is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of 211/LIFE LINE’s clients. Required to be responsive and available for shifts as much as 12 hours in length during call surges and declared emergencies.

211/LIFE LINE is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private workspace.

The noise level in the office is usually moderate.