Crisis Intervention Specialist

Position Title

988 Crisis Intervention Specialist

988 Clinical Supervisor

$27.06/hour

Fully remote – only WA state residents.

Represented by OPEIU

• New – Call – .6 FTE Sun-Wed 4am-12pm;
  Benefits Eligible
• New – Call – .8 FTE Thurs-Sat 4am-12pm;
  Benefits Eligible
• New – Chat/Text – .6 FT Sun-Wed 8pm-4am;
  Benefits Eligible
• New – Chat/Text – .8 FT Thurs-Sat 8pm-4am;
  Benefits Eligible

The Crisis Intervention Specialist provides feedback and debriefing following call, chat or text contacts, and provides accurate, timely reviews of documentation and screening guides. The CIS participates in program meetings, completes 988 Suicide and Crisis Lifeline and organizational training as required.

988 Suicide and Crisis Lifeline Contact Support

• Complete Crisis Connections and 988 Suicide and Crisis Line designated training to respond appropriately to 988 contacts via phone, chat or text.
• Complete documentation pertaining to 988 contacts in a timely manner.
• Maintain required contact records and honor contractual reporting requirements.
• Provide clinical guidance to Crisis Specialists as they respond to 988 contacts via phone, chat or text.
• Trained to assist in the prevention and shortening of wait times by being ready in the queue to perform Crisis Specialist role as appropriate due to staffing and contact volume.
• Partners closely with Crisis Services Clinicians to ensure appropriate clinical interventions and linkages are implemented for high acuity contacts.

Phone Support Responsibilities as Assigned

• Assessment of emergent and non-emergent 988 contacts.
• Developing and implementing appropriate interventions with contacts.
• Timely resolution of 988 contacts.
• Provides adequate monitoring of contacts.
• Provides effective feedback and/or debriefing following calls, chats or texts for support or constructive coaching as needed.
• Provides support in new staff learning contact management skills and relevant program and organization policies and procedures.
• Assists Crisis Specialists in adhering to 988 Suicide and Crisis Line contractual requirements.

Service Delivery

• Demonstrates knowledge of King County mental health system.
• Demonstrates knowledge of Crisis Connections resources.
• Competent use of Resource database.
• Competent use of contact management systems.
• Competent use of clinical documentation systems.
• Demonstrates knowledge of remote contact team protocol and procedure by maintaining accurate clinical logs and screening guides.
• Perform linkages in an accurate and timely manner.
• Provides adequate consultation to professionals and non-professionals.
• Maintains appropriate professionalism in dealing with Crisis Specialists, consumers, and professionals.
• Timely completion of Case Reviews as assigned; notifies Supervisors of need for Case Plans.
• Makes appropriate use of Supervisor.
• Participates in Crisis Specialists job shadowing and other responsibilities as assigned.

Professional Development

• Participates in program meetings and planning.
• Attends trainings and organization in-services as required by 988 Suicide and Crisis Lifeline recommendations.

Key Performance Indicators

• 988 Suicide and Crisis Lifeline Program Standards
• Call Abandonment rate 5% less.
• Call Answer Rate within 30 seconds.
• All staff working within the 988 Service Line share the responsibility to meet these contract metrics.

Quantity and Quality of Work/Work Habits

• Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate and thorough.
• Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers and customers/clients.
• Makes appropriate use of Crisis Services Clinicians and Clinical Supervisors.
• Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors.
• Suggests solutions to identified problems.
• Attends all internal staff meetings as assigned.
• All…