Specialist, 211 & Crisis Services

About This Role

This role is responsible for providing suicide intervention, safety planning, crisis de-escalation, and appropriate social service referrals to individuals within a contact center environment. The specialist will answer inbound 988 Suicide & Crisis Lifeline and 211 contacts, assessing needs, providing screenings, and maintaining accurate data.

Responsibilities

• Answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral contacts
• Assess contact’s needs or situation using pertinent questions and the principles of active listening
• Provide appropriate screenings for specialized programs
• Access multiple databases for resources and appropriately refer contacts
• Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment
• Maintain accurate data collection on all contacts in the appropriate database
• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds
• Advocate for clients within the framework of contact center protocols and procedures
• Maintain acceptable level of contact handling and customer service performance as described by training standards and performance metrics
• Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements

Requirements

• High School diploma or equivalent
• Experience with Microsoft Office
• Access to a private, secure, and stable high-speed internet connection
• Access to a quiet, confidential workspace

Qualifications

• High School diploma or equivalent required
• 1+ year of experience in social services, crisis hotline, contact center, or information and referral service preferred.

Nice to Have

• One year of experience in social services, crisis hotline, contact center, or information and referral service
• Experience with client management databases or other relational database
• Demonstrated knowledge of health and human services
• Bilingual in English/Spanish

Skills

* Required skills

Benefits