Experienced Remote Crisis Chat & Text Specialist – Mental Health Support and Intervention

Join arenaflex, a regional non-profit dedicated to preventing substance abuse and suicide, in a mission to provide help and hope to individuals and communities. As a Remote Crisis Chat & Text Specialist, you will be at the forefront of our crisis intervention efforts, responding to incoming chats and texts with care and compassion. If you are passionate about mental health support and intervention, we encourage you to apply for this rewarding role.

About arenaflex

arenaflex is a regional non-profit organization that has been a leader in the field of mental health support and intervention for over two decades. Our team of dedicated professionals is committed to providing personalized help and hope to individuals and communities in need. We offer a comprehensive range of services, including intervention, prevention, and advocacy, to address the complex issues of substance abuse, mental illness, and thoughts of suicide.

Remote Crisis Chat & Text Specialist Position Summary

As a Remote Crisis Chat & Text Specialist, you will be responsible for answering incoming chats and texts to all arenaflex crisis and referral helplines with care and compassion. You will also research community treatment resources to ensure that all members of the community receive access to the care and support they need. This role requires extensive clinical skills training in alignment with current best practices in suicide prevention and intervention.

Key Responsibilities

* Demonstrate the culture of arenaflex by modeling behavior that supports the organization's goals and philosophies.

• Respond to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
• Consistently and accurately assess each texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each texter.
• Follow through on imminent risk chats to assure emergency contact is made with texters and confirm outcomes or re-engage texters as indicated.
• Document chats in an accurate and timely manner with relevant clinical information in an electronic health record system.
• Conduct research on community resources in accordance with KPIs.
• Place follow-up chats/texts to clients as scheduled by the shift supervisor.
• Complete mandatory trainings and workshops to continue learning the latest policies and protocols and stay up to date on crisis intervention tools & techniques.
• Answer crisis calls as part of the training process.
• Perform other duties, such as administrative and organizational tasks as needed.

Essential Qualifications

* Able to meet Qualified Mental Health Associate requirements (https://mhacbo.org/media/QMHA.Worksheet_PDF.pdf)

• Crisis intervention knowledge
• Must be mature, sensitive, emotionally stable; flexible and adaptable to varying situations and coverage needs.
• Strong empathy, communication, teamwork and interpersonal skills
• Able to handle high levels of stress
• Proficient in the use of technology including telephones, computers (PC), laptops, software and email.
• Demonstrated ability to troubleshoot common technology issues.
• Understanding of and ability to apply mental health assessment, treatment and service terminology
• Able to implement skill development strategies and to identify, implement and coordinate the services and supports identified in Individual Service and Support Plan (ISSP)
• Strong attendance & punctuality - able to consistently show up on time, work the full scheduled shifts, and provide at least 2 weeks' notice for time off requests or as soon as possible in the event of an emergency

Preferred Qualifications

* Graduate degree in psychology; social work; or a behavioral science field OR CADC/Bachelor's degree in psychology; social work; or a behavioral science field AND relevant crisis intervention experience

• Veterans preferred
• ASIST certification
• CADC certification strongly preferred
• Experience in a call center environment

Training and Development

* arenaflex requires extensive Crisis Lines Onboarding training, which can be completed remotely. New hires must attend 5 weeks of paid crisis lines onboarding training. The next training begins October 14th and consists of 3 weeks between 8:30am - 5:00pm Pacific Time, Monday through Friday, plus 2 weeks of additional precepting training. The schedule for precepting can vary. It is likely that the 2 weeks of precepting will be a day or swing shift schedule. We want to make sure that all candidates understand that while you do get a scheduled lunch break, even missing half hour portions of these trainings can result in training expectations not being met. Due to the trainings being group trainings, there is generally no flexibility for each candidate to be able to take their breaks at different times. Training requires participation, full engagement without distractions, and being on camera over Zoom. Equipment is provided. You must have private high speed internet and a confidential place to take crisis contacts to meet security and technical requirements.

• We want all candidates to know that while this position is primarily focused on chat & text crisis interactions, our extensive training consists of utilizing phone platforms in addition to text & chat so this position will also be required to answer crisis calls during the onboarding training. After the initial training concludes, there may also potentially be instances during your shifts where you will be asked to assist with call taking on the crisis lines should the need arise

Interview Process

* Interviews are conducted via Zoom with a arenaflex supervisor and HR team members and are recorded so that members of the Hiring Committee who are unable to attend the live interview are able to watch the recording and give feedback afterwards.

Work Schedule

* Our crisis lines are operated 24/7. This position requires working some holidays and working weekends.

• The work schedule will be determined at the time of offer and is based upon arenaflex's crisis contact volume trends. All full time employees are required to work at least 1 weekend shift per week. We are currently hiring for these shifts which are all in Pacific time. (Please note due to overtime laws, we can only offer Alaska, California, and Nevada candidates shifts that are 8 hours or less)
• 9 pm – 8 am Sat - Mon (10.5 hr shifts, 31.5 hrs) Pacific Time
• 9 pm – 8 am Wed - Fri (10.5 hr shifts, 31.5 hrs) Pacific Time
• 6 pm – 4 am Wed - Sat (9.5 hr shifts, 38 hrs) Pacific Time
• 5 pm – 4 am Thur - Sat (10.5 hr shifts, 31.5 hrs) Pacific Time
• 10 pm – 8 am Tue - Fri (9.5 hr shifts, 38 hrs) Pacific Time
• 3 pm – 2 am Sat - Mon (10.5 hr shifts, 31.5 hrs) Pacific Time
• 3 pm – 2 am Sun - Tue (10.5 hr shifts, 31.5 hrs) Pacific Time
• 3 pm – 2 am Thur - Sat (10.5 hr shifts, 31.5 hrs) Pacific Time
• 1pm – 9:30 am Tue - Sat (8 hr shifts, 40 hrs) Pacific Time

Physical Requirements

* Work is primarily conducted in an office environment and requires the ability to sit or stand and work on a computer for long periods of time.

• This position requires high energy, patience and controlling one’s emotions, as well as the ability to think analytically.

Remote Work

* Telecommuting requires passing a clinical evaluation, having a HIPAA compliant workspace at home, and meeting technology requirements. Supervisors provide support to telecommuters by listening in on acute crisis contacts and using an internal messaging system (Microsoft Teams) to communicate.

Quality Assurance

* We want to let you know that all crisis contacts are recorded – inbound and outbound. We review them regularly to ensure safety and quality assurance and for training and supervisory purposes. What this means is that you will have crisis contacts randomly picked for review and you will receive clinical feedback on how you are doing. This happens every few weeks and is one way that we ensure professional growth of our team. Another aspect of this technology is that while you are taking crisis contacts, supervisors can listen in to provide support if a crisis contact is particularly challenging or high risk. This supports our Crisis Intervention Specialists so they are not alone and ensures safety for our crisis contacts.

Compensation Package

The starting wage for the Remote Crisis chat and Text Specialist position is $24.04/hr. for individuals with graduate degrees in a related field and $21.99/hr. for individuals with bachelor's degrees. There is a $1.75/hr. overnight shift differential when working between the hours of 10 pm – 5 am Pacific Time and time and a half holiday pay when required to work holidays. arenaflex offers a great benefits package valued at over $9,500 per year, including coverage for employee health, dental, vision, short and long-term disability, and life insurance premiums; a matching 401K plan; a flexible spending plan; an employee assistance program; and a free Fitbit.

Equal Employment Opportunity

arenaflex strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.

Background Check

All arenaflex employees must be approved to work by the Oregon Department of Human Services’ Background Check Unit. Background checks are completed after a conditional offer of employment has been extended. If you are passionate about mental health support and intervention, and are looking for a rewarding career with a dynamic organization, we encourage you to apply for this role. Join our team at arenaflex and make a difference in the lives of individuals and communities in need. Apply for this job