Crisis Resource Specialist

Scope of Position

Responsible for assisting individuals calling in to the AFMC 988 Helpline. Staff will provide evidence-informed crisis intervention, suicide prevention, information and referral, and supportive intervention to clients who are in emotional distress and/or seeking information on available services. Specialists interact with individuals by phone, SMS text messaging, and/or live chat. They are responsible for making outbound calls as necessary to aid in effective follow-up.

Specialist will collaborate with professional staff to meet deliverables, ensuring timely provision of services and appropriate follow-up; develop and maintain working relationships as necessary to meet contract deliverables of specialty area project; document accurately and efficiently client communications and provide reporting as required. Specialists are expected to support AFMC’s mission, vision, and values by exhibiting the following behaviors:
Honesty, Excellence, Accountability, Respect and Teamwork.

• Provide Crisis Intervention:
  Respond to incoming calls to the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards.
• Active Listening:
  Practice empathetic listening skills to understand individual emotions, concerns, and needs.
• Assessment:
  Conduct assessments of individual safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline’s Safety Assessment Model with assessment of the Four Core Principles of Safety Assessment. This may involve supporting a person who is at imminent risk of suicide.
• Crisis De-escalation:
  Utilize de-escalation techniques to help individuals regain a sense of control and stability during times of crisis.
• Safety Planning:
  Collaborate with individuals to develop safety plans, identifying coping strategies and supportive resources to manage crises effectively.
• Empowerment:
  Empower individuals to explore their own strengths and coping mechanisms, fostering a sense of resilience.
• Resource Referrals:
  Offer referrals to appropriate mental health services, including mobile crisis teams, emergency departments, and community resources using a vetted referral list provided by the crisis center.
• Documentation:
  Maintain accurate and confidential records of all interactions with individuals, adhering to privacy regulations and organizational policies. Systems require significant computer use and skills.
• Follow Up:
  Schedule and/or make follow-up contact with individuals for continued support; at a date and time agreed upon by the specialist and help seeker.
• Collaboration:
  
  Coordinate with other crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel, to ensure comprehensive support for individuals.
• Adherence to Protocols:
  Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies.
• Continuous Training:
  Participate in ongoing training and professional development opportunities to enhance crisis intervention skills and stay updated on best practices for crisis support.
• Communicate needs and requests to other team members as appropriate.
• Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
• Additional duties as assigned.

• Must possess intermediate level computer skills (Excel, Word, PowerPoint and Outlook) including navigating multiple software applications.
• Type 50 wpm
• Exceptional skills in business English and spelling
• Strong technical skills
• Ability to troubleshoot basic IT issues that may arise during text/chat sessions
• Ability to maintain confidentiality
• Knowledge of or willingness to learn about mental health issues, suicide risk factors, crisis intervention, and de-escalation
• Empathy, compassion, and non-judgmental attitude towards individuals experiencing mental health crisis
• Interpersonal skills and the ability to build rapport with individuals in distress
• Familiarity with community resources and mental health services
• Strong oral and written communication…