Job Description

Who We Are

CONTACT Care Line is East Tennessee’s first crisis hotline. CONTACT’s Crisis program provides text-based and telephone-based crisis/suicide intervention services to visitors of the 988 Lifeline. We are a solid team that holds both state and national contracts through 988. Some of our employee benefits include competitive PTO accrual, free Teladoc for all staff, EAP services, healthcare benefits programs, and 401(k). Additionally, CONTACT is a 505 non-profit organization and qualifies PSFL programs for student loans.

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following: 

• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers and suppliers
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position Summary

The primary goals of the BL Crisis Counselor are to assess the risk of suicide, provide emotional support, and collaborate with the person in crisis toward a plan for safety. The CONTACT staff works as a close team, building warm relationships and growing together through shared experiences. Each day brings new challenges and new opportunities to change lives.

Primary Duties and Responsibilities

• Answer 988 telephone interactions in Spanish 
• Assess and reduce the risk of suicide following established policy, protocol, and procedure  
• Provide emotional support using active listening and de-escalation techniques  
• Provide referrals to community resources when appropriate  
• Accurately document all interactions  in accordance with established procedure 
• Seeking and following consultation and guidance from supervisors  
• Promptly respond to visitors' messages with reflective responses that move the conversation forward  
• Complete required continued education trainings  
• Review alerts, updates, and announcements at the start of each shift  
• Comply with all organizational policies, including a strict confidentiality policy 
• Assist in the completion of mandatory reports of child and vulnerable adult abuse and follow up interactions when necessary 
• Mentor new teammates as requested

Experience, Skills, Licenses/Certifications

• 18 years of age or older 
• Not a current (or within past 3 years) client of any CONTACT Care Line’s crisis programs 
• Open, thoughtful, and prompt two-way communication 
• Proficiency with web applications, navigating websites, and troubleshooting technical issues 
• Empathic listening skills 
• Calm, logical reasoning in stressful situations 
• Ability to respond quickly in high risk/imminent risk situations 
• Resourceful problem-solving skills 
• 1+ years of mental health or crisis experience  required  
• Bachelor’s Degree from an accredited school with a minimum of 120 college credits in Social Work or mental health related field or equivalent experience  required .  
• Bilingual English/Spanish, able to write and speak fluently in both Spanish and English

This role is fully remote. Physical requirements include ability to remain in a stationary position for prolonged periods and work continuously from a computer with high speed, secure internet. 

Salary

Salary is $18-$22 an hour during probation (the first 90 days of employment). Salary may increase up to $24 an hour after probation depending on review. 

CONTACT is unable to accommodate school schedules and/or secondary jobs. 

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