Crisis Line Specialist in San Luis Obispo, California at Transitions Mental Health Asso

Position Title: Crisis Line Specialist

Program/Location: Central Coast Hotline / San Luis Obispo

Position Summary:

The Central Coast Hotline Crisis Line Specialist full-time overnight position works after hours and awake overnight shifts. The Hotline Crisis Line Specialist position answers calls from the public, including calls forwarded after-hours from SLO County Behavioral Health (Mental Health), Lumina Alliance, and TMHA programs during designated periods. The Hotline Crisis Line Specialist offers support and encouragement to callers, refers them to mental health and related resources in the community and assesses for crises. Staff will be expected to support service teams with after-hours coverage, supporting clients in crisis and linking the service team, and other community supports such as mobile crisis where necessary. In the event that a caller is in a crisis, the staff will provide follow-up linkage to appropriate crisis intervention personnel. This position promotes recovery and wellness, encouraging callers in their self-care and coping skills using a trauma informed approach. The Crisis Line Specialist is also responsible for assisting the Program Manager in the operations of the call center, including volunteer scheduling and support, clerical tasks and documentation required by contracting agencies. The staff will uphold and promote the philosophy of TMHA in all duties performed.

Hours/ Salary Employee Perks:

Full-time, non-exempt remote position. 12am-8am, 32-40 hours per week. Anticipated hiring range is $21.00-$22.00. Includes a generous individual benefits package that includes health, dental, vision, life, 403b retirement (with up to a 5% employer match) paid vacation/holiday time, paid sick time and a variety of helpful employee perks as well. (*Full Salary Schedule $21.00-$23.69 per hour).

Employee Perks:

A few of our helpful employee benefits include membership discounts to various local fitness centers. We offer years of service gift cards to businesses of your choice. We offer gift cards for walking, biking, or carpooling to work as well as 20% discount for shopping at our Growing Grounds Downtown Store/Nursey/ Farm. We host two employee appreciation events for employees and their families yearly. We practice Trauma Informed Care Principles, Guidelines for Collaborative Conversations, and encourage the use of pronouns. We mindfully promote equality, respect and diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the fascinating characteristics that make us different! TMHA is also a pet friendly workplace (upon approval)!

Mission Statement:

Transitions Mental Health Association is a nonprofit organization dedicated to eliminating stigma and promoting recovery and wellness for people with mental illness through work, housing, community and family support services.

Organization Description:

Transitions – Mental Health Association is a leading non-profit agency committed to providing comprehensive mental health services and support to individuals and families by inspiring hope, growth, recovery and wellness in our communities. TMHA has decades of experience with teams of compassionate staff. TMHA is a driving force in improving mental health and wellness in our communities and a supportive and inclusive work environment that values diversity and individual contributions

Responsibilities and Duties:

1. Attend and complete the training program which prepares the staff to answer the Hotline calls. Attend necessary trainings and meetings as assigned by Program Manager.

2. Assist in tasks related to operations of the call center. These may include scheduling, follow up calls, documentation, satisfaction surveys and updating of resource information.

3. Communicate constructively and in a timely manner to supervisor. Remain approachable and open for supervisor to communicate issues and questions. Accept constructive feedback from supervisor.

4. Promote, encourage and maintain trauma-informed practices in all services and activities

5. Practice and promote, both individually and in team meetings, the Collaborative Communication Guidelines,

6. Meet with and communicate with the Program Manager or Program Coordinator regarding assignments.

7. Help to create an atmosphere on the phone that is comfortable for the callers. Be available to answer questions and assist callers in a professional manner and tone. Provide feedback regarding callers to the Program Manager.

8. Provide emotional support, crisis assessment and resource referrals for callers.

9. Maintain a detailed log of calls on a database as directed by the Program Manager, according to call center protocols.

10. Responsible for completing various procedures at start and end of each shift.

11. Participate in monthly staff and volunteer meetings in order to receive training and updated resource information, as well as maintain a connection to volunteers.

12. Assume other duties and responsibilities as assigned by the Program Manager.

Job Environment:

1. Minor physical activity; may include moving or lifting up to 5 lbs.

2. Risk of exposure to potentially intense situations.

3. Involves use of a cloud based computer system and database for recording calls and accessing resources.

4. Remote work possible.

Minimum Requirements:

1. Must be available to work designated after hours shifts.

2. Must be familiar and comfortable with using a computer.

3. Spanish Bi-lingual preferred.

4. Experience assisting individuals in a mental health crisis preferred.

5. Training in suicide prevention/intervention preferred.

6. Demonstrated ability to quickly develop rapport preferred.

7. Strong interpersonal skills, collaborative work style and strong oral/written and communication skills.

8. Well defined organizational and time management skills.

9. Ability to work independently and flexibly.

10. Ability to handle intense situations, display good judgment and decision-making skills, and remain calm and clearheaded under pressure.

11. Able to work effectively with a variety of people and personality types regardless of age, ethnicity, race, religion, sexual orientation, gender identity/expression or socio-economic level.

12. Ability to possess and maintain good physical and mental health.

13. Ability to work well within a team and maintain a professional, respectful attitude in the workplace.

14. Ability to be willing to work with supervisor oversight and direction.

15. Attendance is an essential function of this job that requires face-to-face interaction with clients and/or other employees.

16. Ability to mindfully promote equality and respect diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all of the other fascinating characteristics that make us different.

17. Demonstrate the ability to successfully deliver culturally responsive services.

18. Knowledge of the various dimensions of diversity, including mental health, gender, race and ethnicity.

19. Must use reasonable precautions in the performance of one’s duties and adhere to all applicable safety rules and practices while acting in such a manner as to assure at all times, maximum safety to one’s self, fellow employees, clients, and other persons contacted through TMHA business.

20. Conditions of employment include:

a. Must be at least 18 years of age; possess a valid CA Driver’s License, at least 2 years driving experience and DMV driving record that meets TMHA’s current vehicle insurance requirements. May be required to utilize reliable personal vehicle and auto insurance.

b. Must comply with a TB assessment (possibly a TB test if needed to confirm a negative tuberculosis result) and receipt of a criminal record clearance through fingerprinting.

c. Must be able to successfully complete First Aid and CPR training.

Physical Demands:

1. Seeing

2. Hearing

3. Speaking

4. Stooping/Bending

5. Moving around office

6. Moving between offices/clients

7. Driving

8. Climbing

9. Lifting/carrying heavy items

10. Computer use

11. Pushing/pulling/dragging items

12. Standing for long periods

13. Working outside

14. Using hands/fingers