988 & DDH Bilingual Crisis Contact Specialist en HeartLine Inc

Description

HeartLine provides 24/7 support to individuals and families with a primary focus on de-escalating crisis situations presented via phone, text, and chat services. Situations can range from relationship struggles, parenting issues, child abuse, anxiety, and depression to suicidal thoughts or suicide attempts in progress. Specialists assess help-seeker needs, provide information and referrals, offer advocacy assistance when required, and follow-up, as assigned, to ensure needs are met. The Bilingual Crisis Contact Specialist is a dual-role position responsible for providing support through both phone and chat. This role serves the 988 NBU Suicide & Crisis Lifeline as well as the Disaster Distress Helpline. The Bilingual Crisis Contact Specialist provides call, chat, and text support to individuals in crisis, ensuring timely intervention, risk assessment, emotional support, and referral to appropriate resources, while maintaining compliance with HeartLine and national standards. To be considered for this role, applicants must reside in Oklahoma.

JOB RESPONSIBILITIES:

• Respond to crisis calls, chats, and texts, providing emotional support, assessment, crisis intervention, and appropriate referrals in a consistent and non-judgmental manner.
• Consistently and accurately assess each caller/chatter/texter for suicide risk using established protocols; provide relevant safety/action planning for each contact.
• Offer and provide follow-up services to individuals at risk of suicide, survivors of suicide loss, or third-party contacts.
• Serve as a mandated reporter in cases of suspected abuse.
• Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes for reporting purposes, re-engaging as instructed using approved models.
• Gather and collect uniform demographic and situational information from help seekers.
• Maintain confidentiality of all contacts, adhering to HeartLine’s policies and procedures.
• Complete required HeartLine and/or funder paperwork and data entry within designated systems.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Attend in-services and continuing education events to improve skills and stay current on policy/procedure changes.
• Actively participate in HeartLine’s community disaster/emergency response plan.
• Maintain a 5% or lower abandonment rate per month.
• Complete and pass all required 988 Lifeline Core/Introduction Clinical Counseling/Simulation training annually on the 988 Lifeline Learning Portal.
• Maintain a monthly Quality Improvement score of 70% or higher.
• Other duties as assigned.

Requirements

• Education: High school diploma required; bachelor’s degree preferred.
• Experience: Bilingual in English and Spanish required. Experience in mental health, crisis intervention, counseling, psychology, as a loss survivor, working with youth or LGBTQA, or in a community nonprofit is a plus.

REQUIRED SKILLS AND ABILITIES:

• Must be fluent in verbal, written, and reading communication in English and Spanish.
• Reliable, with willingness to work flexible hours including evenings, overnight shifts, weekends, holidays, and adjust as needed.
• Ability to work independently with confidence as well as collaboratively within a professional team.
• Excellent communication skills, computer literacy, time management, and attention to detail.
• Compassionate and nonjudgmental when assisting individuals with diverse and complex needs.
• Ability to handle and manage stress due to the scope and type of crisis contacts received.
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

WORK ENVIRONMENT:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done.

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.

Contents may be subject to change to meet the needs of the organization.