Arkansas Foundation for Medical Care
Crisis Resource Specialist (Sunday 4PM-12AM)
Arkansas Foundation for Medical Care, Little Rock, Arkansas, United States, 72208
Crisis Resource Specialist (Sunday 4PM-12AM)
SCOPE OF POSITION
Responsible for assisting individuals calling into the AFMC 988 Helpline. Staff will provide evidence‑informed crisis intervention, suicide prevention, information and referral, and supportive intervention to clients in emotional distress or seeking information on available services. Specialists interact with individuals by phone, SMS text messaging, and/or live chat, and may make outbound calls as necessary to aid in effective follow‑up. Specialists 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 projects; document client communications accurately and efficiently and provide required reporting. Specialists are expected to support AFMC’s mission, vision, and values by exhibiting Honesty, Excellence, Accountability, Respect, and Teamwork.
Essential Job Functions
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 safety and risk assessments using established protocols and guidelines, including the 988 Lifeline’s Safety Assessment Model and the Four Core Principles of Safety Assessment.
Crisis De‑escalation: Use de‑escalation techniques to help individuals regain control and stability during crisis situations.
Safety Planning: Collaborate with individuals to develop safety plans, identifying coping strategies and supportive resources.
Empowerment: Encourage individuals to explore strengths and coping mechanisms, fostering resilience.
Resource Referrals: Offer referrals to mental health services, mobile crisis teams, emergency departments, and community resources using a vetted referral list.
Documentation: Maintain accurate and confidential records of all interactions, adhering to privacy regulations and organizational policies.
Follow‑Up: Schedule and/or make follow‑up contact with individuals for continued support.
Collaboration: Coordinate with crisis response professionals, including clinicians, law enforcement, and emergency medical personnel.
Adherence to Protocols: Follow established crisis intervention, documentation, and escalation procedures.
Continuous Training: Participate in ongoing training and professional development to enhance skills and stay updated on best practices.
Communicate needs and requests to other team members as appropriate.
Follow AFMC, state, and federal protocols regarding data confidentiality/security and HIPAA compliance.
Perform additional duties as assigned.
Knowledge, Skills, and Abilities
Intermediate computer skills (Excel, Word, Power Point, Outlook) and ability to navigate multiple software applications.
Typing speed of 50 wpm.
Strong business English, spelling, and technical skills.
Basic IT troubleshooting for text/chat sessions.
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 toward individuals experiencing crisis.
Interpersonal skills to build rapport.
Familiarity with community resources and mental health services.
Strong oral and written communication skills.
Remain calm, patient, and empathetic under stress.
Work effectively in a fast‑paced, high‑stress environment.
Creativity, customer service, and ability to meet deadlines with attention to detail.
Flexibility, initiative, professionalism, and strong organizational skills.
Problem‑solving ability and project management skills.
Ability to read, interpret, and apply laws, rules, and regulations.
Knowledge of quality improvement processes and techniques.
Time management skills.
Willingness to work flexible hours, including evenings, weekends, and holidays to ensure 24/7 coverage.
Ability to work overtime as needed.
Requirements
High School Diploma (certification in crisis intervention or suicide prevention preferred).
One year of crisis or call center experience; preferred understanding of behavioral and mental health, crisis intervention, or suicide prevention.
Physical: Mobility, reaching, bending, lifting, grasping; able to lift up to 25 pounds; may need to travel as required.
Internet: Reliable, high‑speed wireless internet with minimum 5 Mbps upload speed to support softphone functionality.
Job Details
Seniority Level: Entry level
Employment Type: Full‑time
Job Function: Management & Manufacturing; Industry: Hospitals and Health Care
Location: Little Rock, AR (North Little Rock and Little Rock options)
Benefits: Referrals increase chances of interviewing at Arkansas Foundation for Medical Care by 2 ×.
#J-18808-Ljbffr
Responsible for assisting individuals calling into the AFMC 988 Helpline. Staff will provide evidence‑informed crisis intervention, suicide prevention, information and referral, and supportive intervention to clients in emotional distress or seeking information on available services. Specialists interact with individuals by phone, SMS text messaging, and/or live chat, and may make outbound calls as necessary to aid in effective follow‑up. Specialists 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 projects; document client communications accurately and efficiently and provide required reporting. Specialists are expected to support AFMC’s mission, vision, and values by exhibiting Honesty, Excellence, Accountability, Respect, and Teamwork.
Essential Job Functions
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 safety and risk assessments using established protocols and guidelines, including the 988 Lifeline’s Safety Assessment Model and the Four Core Principles of Safety Assessment.
Crisis De‑escalation: Use de‑escalation techniques to help individuals regain control and stability during crisis situations.
Safety Planning: Collaborate with individuals to develop safety plans, identifying coping strategies and supportive resources.
Empowerment: Encourage individuals to explore strengths and coping mechanisms, fostering resilience.
Resource Referrals: Offer referrals to mental health services, mobile crisis teams, emergency departments, and community resources using a vetted referral list.
Documentation: Maintain accurate and confidential records of all interactions, adhering to privacy regulations and organizational policies.
Follow‑Up: Schedule and/or make follow‑up contact with individuals for continued support.
Collaboration: Coordinate with crisis response professionals, including clinicians, law enforcement, and emergency medical personnel.
Adherence to Protocols: Follow established crisis intervention, documentation, and escalation procedures.
Continuous Training: Participate in ongoing training and professional development to enhance skills and stay updated on best practices.
Communicate needs and requests to other team members as appropriate.
Follow AFMC, state, and federal protocols regarding data confidentiality/security and HIPAA compliance.
Perform additional duties as assigned.
Knowledge, Skills, and Abilities
Intermediate computer skills (Excel, Word, Power Point, Outlook) and ability to navigate multiple software applications.
Typing speed of 50 wpm.
Strong business English, spelling, and technical skills.
Basic IT troubleshooting for text/chat sessions.
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 toward individuals experiencing crisis.
Interpersonal skills to build rapport.
Familiarity with community resources and mental health services.
Strong oral and written communication skills.
Remain calm, patient, and empathetic under stress.
Work effectively in a fast‑paced, high‑stress environment.
Creativity, customer service, and ability to meet deadlines with attention to detail.
Flexibility, initiative, professionalism, and strong organizational skills.
Problem‑solving ability and project management skills.
Ability to read, interpret, and apply laws, rules, and regulations.
Knowledge of quality improvement processes and techniques.
Time management skills.
Willingness to work flexible hours, including evenings, weekends, and holidays to ensure 24/7 coverage.
Ability to work overtime as needed.
Requirements
High School Diploma (certification in crisis intervention or suicide prevention preferred).
One year of crisis or call center experience; preferred understanding of behavioral and mental health, crisis intervention, or suicide prevention.
Physical: Mobility, reaching, bending, lifting, grasping; able to lift up to 25 pounds; may need to travel as required.
Internet: Reliable, high‑speed wireless internet with minimum 5 Mbps upload speed to support softphone functionality.
Job Details
Seniority Level: Entry level
Employment Type: Full‑time
Job Function: Management & Manufacturing; Industry: Hospitals and Health Care
Location: Little Rock, AR (North Little Rock and Little Rock options)
Benefits: Referrals increase chances of interviewing at Arkansas Foundation for Medical Care by 2 ×.
#J-18808-Ljbffr