Crisis Support Specialist
Crisis Support Specialist
Provides crisis counseling in response to inbound and outbound contacts and demonstrates proficient verbal and written communication whether by telephone, email, chat, text, or other forms of web-based or other electronic communication formats.
HIRING BONUS OF $1000 - $3000 (determined by shift)
MAJOR RESPONSIBILITIES & DUTIES:
Determines urgency and nature of contact and provides appropriate short term crisis counseling or resource information, problem solving techniques, and advice.
Assesses immediate and long-term safety of the client to determine further actions; utilizes professional judgment to respond appropriately to situational needs.
Assesses need of each client through basic counseling techniques such as questioning, paraphrasing, and reflective listening; follows questioning guidelines and pays attention to what the client is and is not saying.
Remains calm and objective during life-threatening situations, enlists support of senior staff as needed for difficult calls, and makes joint decisions about further action.
Provides helpful information to clients, including parenting skills and problem solving, and walks client through steps so client arrives at a solution.
Utilizes internal database to access local service referrals for clients.
Follows established procedures in handling each category of request and utilizes judgment within each situation.
Provides referrals to clients whose needs are not within the scope of services.
Documents details and information given within the course of the contact and provides reports as needed.
Responds to Helpline overflow contacts transferring to appropriate departments as necessary.
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of regulatory requirements pertaining to youth care.
High level of interpersonal, critical thinking, and problem-solving skills.
Computer skills in Microsoft Office, or other related programs, and web-based or other electronic communication formats.
Ability to communicate verbally in an articulate, professional manner while maintaining necessary degree of confidentiality and appropriate content.
Ability to communicate in writing in an articulate, professional manner via email, chat, text, and other forms of web-based or other electronic communication formats, utilizing proper grammar, spelling, and punctuation while maintaining necessary degree of confidentiality and appropriate content.
Ability to accurately and proficiently communicate (for example, typing or texting) in web-based or other electronic communication formats, and to effectively communicate in writing at a high rate of speed.
Ability to build and sustain trust to facilitate successful, professional relationships.
Ability to type or text accurately and proficiently at a high rate of speed.
Ability to quickly assess situations, make decisions in sensitive and sometimes critical areas, and adapt responses to situations while maintaining procedural and regulatory integrity.
Knowledge of the Boys Town Model.
Bachelor's degree in Social or Behavioral Sciences is preferred. NOTE: Education and experience requirements may be higher based on contract requirements.
Previous crisis intervention or hotline experience preferred.
March 15, 2023