GENERAL DESCRIPTION:

Responsible for providing crisis assessment and counseling via text/chat interactions, as it relates to mental health and/or alcohol and other drug crisis intervention.

POSITIONS SUPERVISED: None

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Triage chat visitors via the chat/text platform through active engagement to assess for imminent risk of suicide and provide linkage to appropriate local community services and resources. This may include referral to Netcare Access services for Franklin County residents.
2. Helps chat visitors reaching out through Lifeline 988 Chat/text while expressing compassion concern, and expertise in helping them develop solutions.
3. Makes appropriate internal/external emergency and crisis intervention referrals for situations that are deemed imminent risk by 988 Lifeline standards. This may include dispatching crisis services such as local Mobile Crisis Teams or local law enforcement as appropriate.
4. Maintains timely and complete documentation of services and activities, which meet the standards of Netcare, 988 Lifeline, and accrediting agencies.
5. Documents in Vibrant Emotional Health’s 988 Lifeline text/chat platform as well as in Avatar and other databases.
6. Operates and responds to live text/chat interaction requests, incorporating the process of “dovetailing” (taking two chats at once) when appropriate. 
7. Maximizes time on shift to be available to receive chat/text interactions and responds to waiting text and chat requests within time parameters.
8. Monitors Microsoft Teams instant messaging system and uses it to communicate with supervisor and coworkers throughout each shift
9. Responds to all chat visitors with compassion and empathy, incorporating active listening skills, and supportive means of communication throughout the text and chat interaction.
10.  Uses clinical skill to de-escalate chat visitors and ascertain risk by using appropriate screening tools and safety planning with clients.
11. Participate in peer review as assigned.
12. Demonstrates skill in engaging clients who may be reluctant to share in texts and chats.
13. Assists with completing and tracking follow-up phone calls with 988 chat visitors depending on shift and need. 
14. Performs other duties as assigned.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:

1. Ability to engage in problem solving processes.
2. Ability to establish therapeutic rapport quickly and compassionately through texts and chats.
3. Ability to assess suicide risk, and develop safety plan with clients.
4. Ability to explore resources in other states and areas, to assist texters and chatters.
5. Ability to relate to clients of a variety of age, economic/educational backgrounds, personality types and problems.
6. Ability to deal with verbally aggressive, violent or potentially violent clients.
7. Ability to quickly assess and prioritize information received.
8. Establish flexibility and ability to manage multiple demands in a fast-paced environment.
9. Ability to use a range of techniques and interventions.
10. Ability to utilize reference material such as maps, directions and street locations.
11. Basic knowledge of the demographic and human services network in Franklin County.
12. Ability to work in alternate locations as assigned.
13. Demonstrated skills in the use of personal computer to record client data, produce written correspondence or reports.
14. Ability to hear and speak well enough to converse with clients or other employees in person or over the telephone.
15. Ability to see enough and have the manual dexterity and physical ability to access referral source and other information from a wide selection of manual, texts, etc. while engaged in a crisis intervention telephone conversation with a client.
16. Ability to achieve and maintain certification in required training programs.

ESSENTIAL CORE COMPETENCIES:

1. Ability to provide effective clinical interventions via written communication in text and chats.
2. Ability to accurately and succinctly document clinical interventions.
3. Ability to complete required paperwork in a timely and error-free fashion.
4. Ability to apply risk management and problem-solving techniques to clinical/workplace situations.
5. Ability to engage and de-escalate clients in a professional and effective manner.
6. Ability to effectively work as a member of a team.
7. Demonstrates broad knowledge of and ability to access community resources on behalf of clients.
8. Ability to adhere to Agency Policies, Procedures and other expectations.
9. Actively seeks opportunities to develop clinical skills.

MINIMUM QUALIFICATIONS:

LSW/LPC: