988 Phone Representative

This is a fully remote position, open to applicants in Florida.

📋 Description

• Respond to incoming calls from the 988 Crisis and Suicide Lifeline, providing online emotional support to clients in need.

• Ensure compliance with all performance metrics set by the 988 Crisis and Suicide Lifeline.

• Engage with clients at Imminent Risk, employing de-escalation techniques, screening processes, safety planning, and reducing access to lethal means during conversations.

• Utilize the least invasive methods in service provision.

• Offer referrals, coordinate mobile crisis unit deployments, and involve law enforcement for active rescues when necessary.

• Complete and pass all required Lifeline Simulation Training modules.

• Participate in a minimum of two Lifeline Simulation Training modules each year, as mandated.

• Achieve a monthly score of at least 85% in quality assurance monitoring.

• Pursue American Association of Suicidology (AAS) crisis certification when eligible.

• Establish and nurture respectful, trust-based relationships with visitors, ensuring confidentiality throughout and after the conversation.

• Engage in national, state, and local meetings, committees, community activities, and outreach events as required.

• Actively contribute to ongoing supervision, training, and team meetings.

• Take part in proactive team efforts to accomplish departmental and organizational objectives.

• Adhere to all organizational policies, practices, and procedures.

⛳️ Requirements

• A Bachelor’s Degree from an accredited four-year institution is preferred.

• Candidates with a high school diploma or equivalent combined with relevant experience may be considered.

• A minimum of one year of experience in crisis management, mental health, or substance abuse is required.

• Experience in handling crisis phone calls is essential.

• Exceptional verbal communication, customer service, and time management abilities.

• Capability to read and interpret various documents.

• Proficiency in writing routine reports and correspondence.

• Ability to address common inquiries or complaints from clients or community members.

• Skill in effectively presenting information in one-on-one and small group settings to clients and coworkers.

• Competence in basic arithmetic operations such as addition, subtraction, multiplication, and division.

• Strong problem-solving skills and the ability to manage various concrete variables in less standardized situations.

• Ability to interpret a range of instructions provided in written, oral, diagrammatic, or scheduled forms.

• Excellent data entry skills.

• Proficient in using personal computers, including email, recordkeeping, routine database tasks, word processing, spreadsheets, and graphics.

🏝️ Benefits

• Competitive salary and comprehensive health benefits.

• Opportunities for professional development and training.

• Supportive work environment and team culture.