Role Description We are hiring a new Crisis Specialist I to join our Suicide Prevention team. In this role you will listen, provide support, and connect callers to local resources if necessary. You will support the mission and objectives of Buckelew Programs by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, and adhering to applicable federal, state and local laws and regulations, and Buckelew policies and procedures. This is a swing shift position, working Sunday - Wednesday, 32 hours per week.

Responsibilities

• Required to greet every help seeker with respect, empathy, warm connection and cultural sensitivity in accordance with training and established practices.
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Compliance with program KPI’s answering 90% of calls within 20 seconds or less.
• Attend staff meetings, in-service meetings and trainings as scheduled. Complete ongoing training assignments as required.
• Maintain updated knowledge of, and implement, program protocol changes.
• Responsible for keeping accurate Paycom time records of all shifts worked.
• Review email, announcements during each shift worked and resource books, manuals and directories as needed.
• Access to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements.
• Assist in the training and mentoring of new Crisis Specialists on shift.

Qualifications

• High school diploma or equivalent required; Associate’s degree in Social Services preferred.
• Experience providing excellent customer service required.
• Experience in telephone counseling, crisis intervention, or suicide prevention environments preferred.
• Continued employment contingent upon successful completion of Crisis Hotline Counseling Training.
• Ability to work independently, including overnight and night shifts.
• Willingness and ability to participate in ongoing training.
• Bilingual English/Spanish verbal skills highly desirable.

Skills and Abilities

• Exceptional interpersonal skills with the ability to establish a warm, supportive counseling rapport.
• Strong problem-solving skills with demonstrated sound judgment and decision-making ability.
• Emotional maturity, dependability, and professionalism.
• Proven ability to handle confidential information with discretion and integrity.
• Adaptability in managing competing demands while maintaining a high level of client/customer service.
• Proficiency with computers, including databases and Microsoft Outlook.
• Keyboarding speed of 35 WPM or greater with a high degree of accuracy.
• Strong attention to detail, reliability, and organizational skills.
• Ability to manage a flexible work schedule and consistently commit to agreed-upon hours.

Physical Requirements

• Work performed in a comfortable indoor environment.
• Ability to maintain composure and quality of work in emotionally demanding situations.
• Job frequently requires sitting, fine motor skills, and handling objects with hands.
• Constant or frequent use of a computer and telephone.
• Ongoing communication through listening and speaking.
• Occasional standing, walking, and reaching required.
• Vision sufficient to read printed and electronic materials.
• Hearing sufficient to communicate in person and by telephone.

Benefits

• Medical, dental, vision and life and long-term disability insurance.
• EAP, FSAs, retirement savings plan with company match.
• Paid meal breaks and generous paid time off policy.

Company Description

Buckelew Programs is the leading provider of behavioral healthcare services in the North Bay, providing compassionate mental health, supported housing, and substance use treatment. Join our team and play a meaningful role in making a real impact!