988 Phone Representative, Tampa Bay Area

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

📋 Description

• Respond to incoming calls from the 988 Crisis and Suicide Lifeline for clients requiring online emotional support.

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

• Engage with Imminent Risk clients to de-escalate situations, screen for safety, create safety plans, and minimize lethal means during conversations.

• Utilize the least invasive methods for service delivery.

• Provide referrals, deploy mobile crisis units, and involve law enforcement for active rescues as necessary.

• Complete and successfully pass all required Lifeline Simulation Training modules.

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

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

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

• Cultivate and sustain respectful, trusting, and confidential relationships with visitors throughout and after conversations.

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

• Actively take part in ongoing supervision, training sessions, and team meetings.

• Contribute to proactive team efforts aimed at meeting departmental and organizational objectives.

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

⛳️ Requirements

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

• Capacity to read and interpret various documents.

• Skill in writing routine reports and correspondence.

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

• Proficient in presenting information effectively in one-on-one and small group settings to clients and colleagues.

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

• Ability to solve problems and manage diverse concrete variables in situations with limited standardization.

• Skill in interpreting a variety of instructions provided in written, oral, diagrammatic, or scheduled formats.

• Strong data entry capabilities.

• Proficient in personal computer applications including email, recordkeeping, routine database activities, word processing, spreadsheets, graphics, etc.

• Ability to manage multiple tasks concurrently.

• Looking for a supportive and collaborative team player.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Access to mental health resources and support.

• Opportunity for certification and professional growth.

• Collaborative and inclusive work environment.