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 incoming phone contacts 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 team is passionate about solving our community's toughest challenges by connecting people, resources, and ideas. We value diversity, equity, and inclusion, and we strive to create a positive culture that celebrates the differences in backgrounds and experiences.
**Job Summary**
We are seeking an experienced Crisis & 988 Specialist to join our team on a part-time remote basis. As a Crisis & 988 Specialist, you will be responsible for handling incoming phone contacts 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. You will work closely with our team to provide excellent service to those accessing our service, applying reflective listening and motivational interviewing skills in the context of an electronic exchange.
**Key Responsibilities and Essential Functions**
* Attend staff meetings, in-services, training sessions, and conferences when appropriate to job responsibilities
* Participate in staff training activities to maintain the required annual training hours
* Keep Microsoft TEAMS open and check frequently, acknowledging new posts from the Crisis & 988 Director or other supervisory staff promptly
* Keep Outlook email account open and minimized on desktop during work hours, responding to supervisor emails promptly
* Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift
* Be fully prepared to begin answering phone lines promptly per assigned work schedule
* Log into the call queue to take calls
* Adhere to lunch and shift schedule unless change is approved in advance by the Supervisor
* Keep all activities in line with the core values and contribute to the positive culture of arenaflex
* Contribute to the overall effectiveness of the Crisis and 988 by completing all other tasks as assigned
* Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume
* Answer chats, texts, and emails using correct spelling, grammar, and professional language, paying close attention to the inclusion of feeling reflections
* Demonstrate proficiency in using multiple types of contact center software, computer hardware, and telephone equipment
* Maintain an acceptable level of contact handling and customer service performance as described by 988 training standards
* Assess needs of persons contacting 988 and provide 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
* Use 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
* Develop and implement crisis-related safety plans
* If imminent risk to the individual or others, engage 911 to assist in response
* Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds
* Referral 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
* Follow-up with designated at-risk callers to determine referral outcomes, in line with 988 policy and procedures
**Essential 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 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
**Preferred Qualifications**
* Experience working in a crisis hotline or call center environment
* Knowledge of crisis intervention and suicide prevention techniques
* Familiarity with 988 training standards and protocols
* Experience working with diverse populations, including those from different cultural, economic, and educational backgrounds
* Strong communication and interpersonal skills
* Ability to work independently and as part of a team
* Experience with Microsoft Office and other client record management systems
**Work Environment and Culture**
arenaflex is a hybrid work environment, and the possibility of remote work is dependent on performance, reliability, and a private work space with access to a private, secure, and stable internet connection. We offer a competitive pay, generous health insurance, 403(b) matching, holidays, vacation, and flexible schedule. Our team is passionate about creating a positive culture that celebrates the differences in backgrounds and experiences.
**Compensation 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 arenaflex transform NEFL into a community of opportunity and hope for ALL people
* Employee Assistance Program
* A fun, challenging, and inclusive culture
**How to Apply**
If you are passionate about creating a community of opportunity where everyone has hope and can reach their full potential, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!
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