Reports To: Crisis Lines Shift Supervisor
Position Summary: This position answers calls on all of Lines for Life’s crisis and referral lines with care and compassion, and within the scope of the program. This position requires the ability to work during the swing shift and independently triage calls so that lines remain available for callers in escalated crisis.
- Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies.
- Answer calls on all of Lines for Life’s crisis lines and after-hours contract lines with compassion in accordance with the organization’s training expectations and scope.
- Document calls in an accurate and timely manner with the relevant clinical information.
- Place follow-up calls to clients as scheduled by the shift supervisor
- Assist with placing rescue calls as needed when other Crisis Lines staff are on acute calls requiring emergency assistance.
- Triage calls and collaborate with coworkers to manage call flow and ensure that the lines remain available for callers in escalated crisis.
- Complete mandatory trainings and workshops to remain knowledgeable about the latest policies and protocols and equipped to apply crisis intervention tools & techniques.
- Perform other duties, such administrative and organizational tasks as needed.
- Graduate degree in psychology; social work; or a behavioral science field
- Strong communication and interpersonal skills
- Able to handle high levels of stress
- Proficient in web-based computer environment and multi-line phone system
- Understanding of and ability to apply mental health assessment, treatment and service terminology
- Able to implement skill development strategies and to identify, implement and coordinator the services and supports identified in Individual Service and Support Plan (ISSP).
- Able to work independently in triaging calls so that lines remain available for callers in escalated crisis.
- ASIST certification and crisis intervention experience
- Experience in a call center environment
- This position will regularly work 32-40 hours per week during the swing shift. Days of the week will be determined at a later date and will likely require working weekends and some holidays.
- This position requires the ability to work in the Portland office and it is expected that staff will work during their scheduled shifts in the event of inclement weather conditions.
- Work is primarily conducted in an office environment and requires the ability to sit or stand for long periods of time.
- This position requires high energy, patience and controlling one’s emotions, as well as the ability to think analytically.
Lines for Life offers great benefits including full coverage for employees’ health, dental, vision, short and long-term disability and life insurance, as well as a 401K Match. Full-time employees are also offered a free Fitbit as part of the Employee Wellness Program and employees may also choose to participate in a flexible spending plan and access a nearby gym.
Lines for Life also has the ability to provide clinical supervision to staff working toward licensure, so we encourage you to apply!
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company.
Lived Experience: Lines for Life encourages individuals with lived experience to apply. This includes individuals who have undertakentheir own recovery journey or supported someone through a recovery journey from mental health conditions, suicidal struggles, and/or substance abuse. They have the capacity to draw upon and use their own lived experiences to help others and prevent suicide and substance abuse and promote mental wellness.
EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.