**Location:** Main Office/Hybrid/Remote at arenaflex discretion
**Job Type:** Full-time, Non-exempt Hourly
**Hours:** 28 – 37.5 hours/week, as scheduled between the hours of 4pm-12am
**Salary:** $20.50 per hour with shift differentials
**About arenaflex:**
arenaflex is a leading organization dedicated to providing compassionate, non-judgmental, and confidential support to individuals experiencing mental health crises. Our team of dedicated professionals is committed to saving lives and promoting mental well-being through our 988 Chat & Text service. As a Crisis Intervention Specialist, you will play a vital role in our mission to provide empathetic and effective support to those in need.
**Job Summary:**
We are seeking an experienced Crisis Intervention Specialist to join our team of dedicated professionals. As a 988 Chat & Text Specialist, you will be responsible for responding to incoming chats and texts from individuals experiencing suicidal or mental health crises. You will provide active listening, collaborative problem-solving, and safety planning to help visitors develop a plan to manage current and future crises. If you are passionate about making a difference in the lives of others and have a strong commitment to empathy, cultural competency, and connection, we encourage you to apply.
**Key Responsibilities:**
* Respond to incoming 988 chat and texts via the Unified Platform, with compassion and in accordance with arenaflex's training and scope
* Place outbound messages and follow-up texts as scheduled
* Provide emotional and crisis intervention support, using established protocols to de-escalate and make appropriate connections to community safety net programs
* Complete suicide screenings, assessments, and safety plans for all 988 contacts in accordance with 988 Lifeline Suicide Safety Policy
* Assess visitors' needs, navigate web-based databases, and provide appropriate information and referrals to community resources, as needed
* Provide support with contacting emergency services for visitors requiring emergency assistance
* Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
* Regularly achieve a satisfactory or above rating on monitored chat and text interactions
* Meet call center performance metrics, as defined by arenaflex and accrediting bodies
* Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
* Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
* Perform additional responsibilities as they develop and are assigned
**Education Requirements:**
* High school diploma required; Associates in Human Services or related field, strongly preferred
**Knowledge and Skills Needed to Perform Effectively in this Position:**
* Strong empathy, active listening, communication, teamwork, and interpersonal skills
* Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately
* Comfort with conversations related to mental health and suicide and ability to collaboratively explore visitor needs and make community safety net connections
* Ability to work under pressure and handle high volumes while maintaining a calm demeanor
* Proficiency in using computer systems and databases for documentation and resource navigation
* Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
* Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
* Efficiently manage multiple tasks simultaneously, including answering chats/texts, documenting information, and coordinating with partnering agencies
**Additional Requirements:**
* Successful completion of standardized training program within scheduled timeframe, as determined by arenaflex and American Association of Suicidology accreditation standards
* Completion of Applied Suicide Intervention Skills Training (ASIST)
* Strong attendance and punctuality, with the ability to consistently show up on time and work full scheduled shifts
* Ability to provide advanced notice for time off requests
* Work schedules are determined based upon call volume trends, and this position requires working some holidays and weekends
**Work Environment and Company Culture:**
arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. Our team of dedicated professionals is passionate about making a difference in the lives of others, and we strive to provide a workplace that reflects our values of compassion, empathy, and connection. As a Crisis Intervention Specialist, you will have the opportunity to work with a talented team of professionals who are committed to excellence and making a positive impact in our community.
**Compensation, Perks, and Benefits:**
arenaflex offers a competitive salary and benefits package, including:
* $20.50 per hour with shift differentials
* Comprehensive health insurance
* Paid time off and holidays
* Opportunities for professional development and growth
* A supportive and inclusive work environment
**How to Apply:**
If you are passionate about making a difference in the lives of others and have a strong commitment to empathy, cultural competency, and connection, we encourage you to apply. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
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