988 Phone Representative (Remote - MUST ALREADY LIVE in the Tampa Bay, FL area)

Job Description:

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

• Answer incoming phone calls from the 988 Crisis and Suicide Lifeline from clients needing online emotional support.
• Ensure you meet all 988 Crisis and Suicide Lifeline performance metrics.
• Talk with Imminent Risk clients and de-escalating, 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.

Qualification/Requirements:

• Excellent verbal communication, customer service, and time management skills.
• Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients or members of the community. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
• Ability to add, subtract, multiply and divide. Ability to problem-solve and manage a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Strong data entry skills.
• Proficient personal computer skills including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Ability to handle multiple tasks simultaneously.
• Seeking a supportive and collaborative team member.

Education/Training/Experience

• Bachelor’s Degree from a four-year college or university or higher is preferred.
• A high school diploma or equivalent with a combination of experience may be considered.
• One year or more of related crisis, mental health, or substance abuse experience is required.
• Experience handling crisis phone calls is required.

• Health and Human Services background preferred.
• Above-average computer skills preferred.

Physical Demands:

Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature. Includes sitting and/or standing for extended periods of time with the ability to lift up to 10 lbs.

Manual dexterity is sufficient to reach/handle items, work with the fingers, and perceive attributes of objects and materials.

Other:

• Level II Background Screen
• Valid State of Florida Driver’s License