Arkansas Foundation for Medical Care
Crisis Resource Specialist (12AM-7AM Monday, Tuesday and Friday)
Arkansas Foundation for Medical Care, Little Rock, Arkansas, United States, 72208
Overview
Crisis Resource Specialist (12AM-7AM Monday, Tuesday and Friday)
role at
Arkansas Foundation for Medical Care . Responsible for assisting individuals calling in to the AFMC 988 Helpline with evidence-informed crisis intervention, suicide prevention, information and referral, and supportive intervention. Specialists interact with individuals by phone, SMS text messaging, and/or live chat, and may make outbound follow-up calls. They collaborate with professional staff to meet deliverables, develop working relationships to meet project needs, document client communications accurately, and provide reporting as required. They support AFMC’s mission, vision, and values by exhibiting honesty, excellence, accountability, respect and teamwork. Responsibilities
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 to understand emotions, concerns, and needs. Assessment: Conduct assessments of safety and risk using established protocols (e.g., 988 Lifeline safety models), including situations with imminent suicide risk. Crisis De-escalation: Apply de-escalation techniques to help individuals regain stability during crises. Safety Planning: Develop safety plans with individuals, identifying coping strategies and resources. Empowerment: Encourage individuals to explore strengths and coping mechanisms to foster resilience. Resource Referrals: Offer referrals to appropriate mental health services and community resources using a vetted crisis center list. Documentation: Maintain confidential records of all interactions in compliance with privacy regulations and organizational policies. Follow Up: Schedule and/or perform follow-up contacts for continued support. Collaboration: Coordinate with mental health clinicians, law enforcement, and emergency medical personnel to ensure comprehensive support. Adherence to Protocols: Follow established crisis intervention, documentation, and escalation procedures. Continuous Training: Participate in ongoing training to enhance crisis intervention skills and stay updated on best practices. Communicate Needs: Convey needs and requests to other team members as appropriate. Compliance: Follow AFMC, state, and federal data confidentiality/security and HIPAA requirements. Additional duties as assigned. Knowledge, Skills, and Abilities
Intermediate computer skills (Excel, Word, PowerPoint, Outlook) and ability to navigate multiple software applications. Typing speed of 50 wpm. Strong English language, spelling, and communication skills. Technical proficiency and problem-solving abilities to handle basic IT issues during text/chat sessions. Ability to maintain confidentiality and demonstrate empathy, compassion, and non-judgmental attitude. Familiarity with mental health resources and crisis intervention concepts; willingness to learn. Ability to build rapport with individuals in distress and work in fast-paced, high-stress environments. Strong organizational skills, time management, and the ability to multitask and prioritize. Ability to work independently and collaboratively; initiative and accountability. Professional and respectful interaction with staff, partners, customers, and the public. Knowledge of quality improvement processes and techniques. Flexibility to work flexible hours, including evenings, weekends, and holidays to ensure 24/7 coverage; ability to work overtime as needed. Requirements
Education: High School Diploma. Desirable: Certification in crisis intervention or suicide prevention. Experience: One (1) year of crisis or call center experience. Prefer thorough understanding of behavioral and mental health, crisis intervention, or suicide prevention. Physical and sensory requirements: Mobility, reading/writing ability, ability to communicate, remain calm under stress, travel as needed; must be able to lift and transport 25 pounds. Internet requirements: Reliable high-speed wireless internet service; minimum upload speed 5 Mbps to support softphone functionality.
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Crisis Resource Specialist (12AM-7AM Monday, Tuesday and Friday)
role at
Arkansas Foundation for Medical Care . Responsible for assisting individuals calling in to the AFMC 988 Helpline with evidence-informed crisis intervention, suicide prevention, information and referral, and supportive intervention. Specialists interact with individuals by phone, SMS text messaging, and/or live chat, and may make outbound follow-up calls. They collaborate with professional staff to meet deliverables, develop working relationships to meet project needs, document client communications accurately, and provide reporting as required. They support AFMC’s mission, vision, and values by exhibiting honesty, excellence, accountability, respect and teamwork. Responsibilities
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 to understand emotions, concerns, and needs. Assessment: Conduct assessments of safety and risk using established protocols (e.g., 988 Lifeline safety models), including situations with imminent suicide risk. Crisis De-escalation: Apply de-escalation techniques to help individuals regain stability during crises. Safety Planning: Develop safety plans with individuals, identifying coping strategies and resources. Empowerment: Encourage individuals to explore strengths and coping mechanisms to foster resilience. Resource Referrals: Offer referrals to appropriate mental health services and community resources using a vetted crisis center list. Documentation: Maintain confidential records of all interactions in compliance with privacy regulations and organizational policies. Follow Up: Schedule and/or perform follow-up contacts for continued support. Collaboration: Coordinate with mental health clinicians, law enforcement, and emergency medical personnel to ensure comprehensive support. Adherence to Protocols: Follow established crisis intervention, documentation, and escalation procedures. Continuous Training: Participate in ongoing training to enhance crisis intervention skills and stay updated on best practices. Communicate Needs: Convey needs and requests to other team members as appropriate. Compliance: Follow AFMC, state, and federal data confidentiality/security and HIPAA requirements. Additional duties as assigned. Knowledge, Skills, and Abilities
Intermediate computer skills (Excel, Word, PowerPoint, Outlook) and ability to navigate multiple software applications. Typing speed of 50 wpm. Strong English language, spelling, and communication skills. Technical proficiency and problem-solving abilities to handle basic IT issues during text/chat sessions. Ability to maintain confidentiality and demonstrate empathy, compassion, and non-judgmental attitude. Familiarity with mental health resources and crisis intervention concepts; willingness to learn. Ability to build rapport with individuals in distress and work in fast-paced, high-stress environments. Strong organizational skills, time management, and the ability to multitask and prioritize. Ability to work independently and collaboratively; initiative and accountability. Professional and respectful interaction with staff, partners, customers, and the public. Knowledge of quality improvement processes and techniques. Flexibility to work flexible hours, including evenings, weekends, and holidays to ensure 24/7 coverage; ability to work overtime as needed. Requirements
Education: High School Diploma. Desirable: Certification in crisis intervention or suicide prevention. Experience: One (1) year of crisis or call center experience. Prefer thorough understanding of behavioral and mental health, crisis intervention, or suicide prevention. Physical and sensory requirements: Mobility, reading/writing ability, ability to communicate, remain calm under stress, travel as needed; must be able to lift and transport 25 pounds. Internet requirements: Reliable high-speed wireless internet service; minimum upload speed 5 Mbps to support softphone functionality.
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