Chat/Text Representative, Tampa Bay Area

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

📋 Description

• Respond to incoming chat and text communications 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, utilizing de-escalation techniques, screening, safety planning, and minimizing lethal means during discussions.

• Employ the least intrusive methods for service delivery.

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

• Successfully complete and 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 American Association of Suicidology (AAS) crisis certification when eligible.

• Establish and maintain respectful, trusting, and confidential relationships with clients throughout and after interactions.

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

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

• Contribute to proactive team initiatives aimed at achieving 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.

• Competence in effectively presenting information in both one-on-one and small group settings to clients and other staff members.

• Proficiency in basic arithmetic operations: addition, subtraction, multiplication, and division.

• Capability to problem-solve and handle diverse concrete variables in situations with limited standardization.

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

• Strong data entry capabilities.

• Proficient in personal computer use, including e-mail, recordkeeping, routine database activities, word processing, spreadsheets, graphics, etc.

• Ability to manage multiple tasks concurrently.

• Seeking a collaborative and supportive team player.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Supportive work environment with a focus on teamwork.

• Opportunities for career advancement within the organization.

• Access to mental health resources and employee wellness programs.