Job Overview
Join our dedicated team as a 988 Chat/Text Representative, where you will play a vital role in providing emotional support to individuals who reach out for help through the 988 Crisis and Suicide Lifeline. This position is ideal for compassionate individuals eager to make a meaningful impact on the lives of those in crisis while working remotely from the Tampa Bay, FL area.
Key Responsibilities
• Respond to incoming chat and text inquiries from individuals seeking assistance through the 988 Crisis and Suicide Lifeline.
• Uphold performance metrics in accordance with the standards set by the 988 Lifeline.
• Engage with individuals in imminent crisis, utilizing de-escalation techniques, safety planning, and strategies to reduce risk during conversations.
• Deliver empathetic and sensitive support to ensure clients feel understood and valued.
• Facilitate referrals, coordinate with mobile crisis units, and collaborate with law enforcement in emergency situations as needed.
• Complete required Lifeline Simulation Training and participate in annual refresher training.
• Attain a monthly quality assurance score of no less than 85%.
• Pursue certification in crisis support through the American Association of Suicidology (AAS) when eligible.
• Establish and maintain trust-based, confidential relationships with clients during and after interactions.
• Participate in national, state, and local meetings and outreach initiatives as required.
• Engage in ongoing training, supervision, and team meetings to enhance team cohesion and effectiveness.
• Contribute to departmental goals and support organizational success through collaboration.
• Adhere to all organizational policies, practices, and procedures.
Required Skills
• Exceptional verbal communication and customer service abilities.
• Strong time management and multitasking skills.
• Proficient in data entry and computer operations, including email communication, recordkeeping, and database management.
• Competent in interpreting and responding to various documents and client inquiries.
• Ability to present information clearly to individuals or groups.
Qualifications
• A Bachelor’s Degree is preferred; however, candidates with a high school diploma or equivalent combined with relevant experience will be considered.
• A minimum of one year of experience in crisis management, mental health, or substance abuse support is required.
• Prior experience in crisis communication utilizing chat or text is essential.
• A background in Health and Human Services is preferred.
Career Growth Opportunities
This position offers the potential for professional development through ongoing training, supervision, and the opportunity to acquire certification in crisis support, enhancing your skills and career trajectory within the field.
Important Notes
This role is remote; however, candidates must already reside in the Tampa Bay, FL area to be eligible. Initial training will be conducted in person at our Clearwater administrative office for a duration of three weeks.
Employment Type: Full-Time
