Experienced 988 Chat & Text Specialist – Crisis Intervention and Support

Location:

Main Office/Hybrid/Remote at arenaflex discretion

Date:

December 2, 2024

Reporting Relationship:

Position reports to 988 Chat & Text Coordinator

Hours:

28 – 37.5 hours/week, as scheduled between the hours of 4pm-12am

FLSA Classification:

Non-exempt hourly- $20.50 with shift differentials

About arenaflex

arenaflex is a leading organization dedicated to providing compassionate, non-judgmental, and confidential support to individuals experiencing a suicidal or mental health crisis. Our team of dedicated professionals is committed to saving lives and promoting mental well-being through active listening, collaborative problem-solving, and safety planning. As a 988 Chat & Text Specialist, you will be part of a vital team that makes a meaningful difference in the lives of those in need.

Job Summary

We are seeking an experienced 988 Chat & Text Specialist to join our team. As a 988 Chat & Text Specialist, you will be responsible for handling incoming chats and texts from individuals experiencing a suicidal or mental health crisis. You will provide emotional and crisis intervention support, using established protocols to de-escalate and make appropriate connections to community safety net programs. 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 appropriate 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
• Work closely with team members and supervisors to ensure seamless operations

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- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner) * Sitting at a computer for long periods of time; entering data; listening & conveying support through chat and text-based interactions

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities

Why Join arenaflex?

* Competitive hourly rate of $20.50 with shift differentials

• Opportunities for career growth and professional development
• Collaborative and supportive work environment
• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Access to ongoing training and education opportunities
• The satisfaction of making a meaningful difference in the lives of others

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. Apply for this job