Experienced Crisis & 988 Specialist – Remote Part-Time Opportunity at arenaflex

At arenaflex, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community's toughest challenges by connecting people, resources, and ideas. As a Crisis & 988 Specialist, you will play a vital role in handling calls, chats, and texts on our National Suicide Prevention Lifeline (NSPL), also known as 988, while collecting and documenting all required data and offering all applicable resources and referrals to callers who may be in emotional distress and suicidal crisis.

About arenaflex

arenaflex is a leading organization dedicated to creating a community of opportunity where everyone has hope and can reach their full potential. Our values of Teamwork, Innovation, Mission Focus, Integrity, and Excellence guide everything we do. We are committed to diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and inclusive for all.

Key Responsibilities and Essential Functions

As a Crisis & 988 Specialist, you will be responsible for:

• Attending staff meetings, in-services, training sessions, and conferences when appropriate to job responsibilities
• Participating in staff training activities to maintain the required annual training hours
• Keeping Microsoft TEAMS open and checking frequently for new posts from the Crisis & 988 Director or other supervisory staff
• Documenting and maintaining accurate, thorough records of all telephone interventions transacted during the work shift
• Being fully prepared to begin answering phone lines promptly per assigned work schedule
• Logging into the call queue to take calls
• Adhering to lunch and shift schedule unless change is approved in advance by the Supervisor
• Contributing to the overall effectiveness of the Crisis and 988 by completing all other tasks as assigned
• Answering phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume
• Answering chats, texts, and emails using correct spelling, grammar, and professional language, paying close attention to the inclusion of feeling reflections
• Demonstrating proficiency in using multiple types of contact center software, computer hardware, and telephone equipment
• Maintaining an acceptable level of contact handling and customer service performance as described by 988 training standards
• Assessing the needs of persons contacting 988 and providing para-professional counseling, information, and referral services, crisis intervention, suicide de-escalation/intervention, and linkage services via various channels of communication, including online chat, phone, texting, and email
• Using 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 handling all contacts
• Developing and implementing crisis-related safety plans
• Engaging 911 to assist in response if imminent risk to the individual or others
• Maintaining a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds
• Referring process consists of assessing the needs of the inquirer, identifying appropriate resources, and providing enough information about resources to help the inquirer make an informed decision
• Following up with designated at-risk callers to determine referral outcomes
• Performing other such duties as may be assigned by the supervisory team

Experience/Qualifications

* High school diploma/GED, with a minimum one-year experience in the human services, social work, or customer services field required

• Bachelor's degree in social work, sociology, or related field preferred
• Crisis, screening, and suicide prevention work experience highly desirable
• Ability to pass and maintain a Level 2 background check is required
• Must successfully complete Inform USA exam once eligible
• 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
• Self-directed to take initiative in follow-up and resolution of daily issues
• Active listening and interviewing skills
• Ability to conduct approved suicide assessment
• Ability to work with people in great need
• Capacity to perform work calmly and effectively in an emotionally intense environment
• Clear, concise, and effective written and verbal communication
• Relate and interact successfully with persons of various social, cultural, economic, and educational backgrounds
• Deal with people in a manner that shows sensitivity, tact, and professionalism
• Ability to problem solve multifaceted difficulties

Skills and Competencies

* Proficiency in using multiple types of contact center software, computer hardware, and telephone equipment

• Ability to maintain an acceptable level of contact handling and customer service performance as described by 988 training standards
• Strong active listening and interviewing skills
• Ability to conduct approved suicide assessment
• Ability to work with people in great need
• Capacity to perform work calmly and effectively in an emotionally intense environment
• Clear, concise, and effective written and verbal communication
• Relate and interact successfully with persons of various social, cultural, economic, and educational backgrounds
• Deal with people in a manner that shows sensitivity, tact, and professionalism
• Ability to problem solve multifaceted difficulties

Career Growth Opportunities and Learning Benefits

As a Crisis & 988 Specialist at arenaflex, you will have the opportunity to:

• Develop your skills and expertise in crisis intervention, suicide prevention, and counseling
• Work with a diverse team of professionals who are passionate about creating a community of opportunity
• Participate in ongoing training and professional development opportunities
• Contribute to the overall effectiveness of the Crisis and 988 by completing all other tasks as assigned
• Work in a hybrid work environment with the ability to modify as needed

Work Environment and Company Culture

arenaflex is committed to creating a workplace that is welcoming and inclusive for all. We value diversity, equity, and inclusion and strive to create a workplace that reflects the diversity of our community. Our work environment is dynamic and fast-paced, with a focus on collaboration and teamwork. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

Compensation, Perks, and Benefits

* Competitive Pay – Commensurate with education and experience based on current market

• Health Insurance – Generous zero to low-cost Medical, Dental, and Vision for employees and dependents
• 403(b) Matching – Generous matching up to 6% of annual pay
• Holidays – 11 paid holidays, three personal holidays, and four year-end bonus days
• Vacation – Two weeks paid vacation
• Flexible Schedule – Hybrid working environment with the ability to modify as needed
• Vibrant Work Environment – office space in The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking
• Purpose – Help United Way transform NEFL into a community of opportunity and hope for ALL people
• Employee Assistance Program
• A fun, challenging, and inclusive culture

General Physical Requirements for Essential Functions of the Job

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, talk, and/or hear.
• Continual use of the hands with wrist and finger movement using a keyboard is required.
• Specific vision abilities required by this job include long hours viewing a computer monitor screen.
• The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

How to Apply

If you are a motivated and compassionate individual who is passionate about creating a community of opportunity, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply Job! Apply for this job