Crisis & 988 Specialist

Purpose of Position:

The Crisis & 988 Specialist responds to contacts on the 988 Suicide and Crisis Lifeline via phone, chat, and text. This role involves providing immediate emotional support, crisis intervention, suicide risk assessment, and connection to ongoing care via phone. Crisis Specialists use reflective listening, motivational interviewing, and cultural humility to understand each person’s unique circumstances, identify needs, offer relevant resources, and ensure follow-up when appropriate. All work is performed in alignment with 988 guidelines, United Way policies, and best practices for crisis services.

We are currently looking to fill two remote part-time positions:

2nd Shift (24hr) - Sat-Sun & Tue, 3pm-12am

3rd Shift (16hr) - Sat & Mon, 11p-8a

Key Responsibilities & Essential Functions

1. Crisis Intervention & Support

• Provide high-quality, confidential support via phone, chat, text, and email.
• Assess risk, develop collaborative safety plans, and intervene in crisis situations.
• Engage emergency services when necessary in accordance with 988 protocols.
• Maintain a compassionate, non-judgmental, and culturally sensitive approach with all contacts.
• Conduct follow-ups for designated at-risk individuals to assess outcomes and offer continued support.

2. Resource Connection & Referral

• Identify and match individuals to appropriate community resources.
• Clearly communicate resource details so individuals can make informed choices.
• Use approved databases and maintain up-to-date knowledge of available services.
• Track referral outcomes in accordance with policy.

3. Documentation & Compliance

• Complete accurate, timely, and thorough documentation for all interactions.
• Adhere to 988 training standards, agency procedures, and confidentiality laws.
• Maintain required certifications, including VIBRANT and Inform USA, within established timelines.

4. Professional Communication & Team Collaboration

• Maintain active communication via Microsoft Teams and Outlook during shifts.
• Respond promptly to messages from supervisors and team members.
• Participate in team meetings, supervision, and professional development activities.
• Contribute to a supportive and inclusive team culture consistent with United Way values.

5. Technical Proficiency

• Operate contact center software, Microsoft Office, and client record systems efficiently.
• Troubleshoot basic technical issues independently.
• Meet or exceed performance metrics related to response time, quality, and customer service.

6. Scheduling & Availability

• Be logged in and ready to take contacts at the start of each shift.
• Adhere to scheduled breaks and lunches; request changes when necessary.
• Work evenings, overnights, weekends, and holidays as required by the 24/7 operation.

7. Organizational & Community Engagement

• Represent United Way professionally with community partners and stakeholders.
• Promote and uphold United Way’s mission, vision, and values in all interactions.
• Actively support a culture of inclusion, diversity, equity, and belonging.

• Skills & Abilities:
• Strong active listening, communication, and interpersonal skills.
• Ability to conduct approved suicide risk assessments.
• Comfort working with individuals in emotional distress, including those experiencing suicidal thoughts.
• Ability to remain calm, empathetic, and effective in emotionally intense situations.
• Proficiency in web-based platforms, chat/text systems, Microsoft Office, and client record management systems.
• Adaptability to change and self-direction in problem-solving.
• Ability to work effectively with individuals from diverse social, cultural, and economic backgrounds.
• Strong organizational skills and attention to detail.

Requirements:

Training Schedule Requirement:
To ensure a successful onboarding experience, new hires must be available for full-time training during the first two weeks of employment. Training will be conducted Monday through Friday from 10:00 AM to 6:30 PM, and 40 hours of availability per week is required during this period.

Ongoing Meeting Requirements:
To support ongoing learning, collaboration, and performance development, the following meetings are required as part of this role:

• Weekly Group Supervision: One-hour session, either Wednesdays at 2:00 PM or Fridays at 4:00 PM
• Weekly Team Meeting: One-hour meeting Thursdays at 4:30 PM
• Monthly 1:1 Supervision: One-hour meeting scheduled individually during business hours

Other Requirements:

• Successful completion and maintenance of a Level 2 background check.
• Successful completion of required trainings, including VIBRANT and Inform USA certifications.
• Must be able to work various shifts in a 24/7/365 operation, including evenings, overnights, weekends, and holidays.
• For remote work eligibility: must have a private, secure workspace and stable internet connection.
• Valid driver’s license and current auto insurance required for any UWNEFL business travel.
• Perform other such duties as may be assigned by the supervisory team
• These job responsibilities are to be the main emphasis of this position.  As with every job at United Way, it is not possible to define jobs precisely.  Should the need exist, every person in the organization will assist in any way necessary to assure an efficient and cooperative environment. 

Experience/Qualifications:

• Education: High school diploma or GED required.
• Bachelor’s degree in social work, sociology, psychology, or related field preferred.
• Experience: Minimum one year in human services, social work, or customer service required.
• Experience in crisis intervention, suicide prevention, or behavioral health preferred.
• Applicant should possess a motivation to help people, a non-judgmental attitude, excellent interpersonal skills, and an ability to empathize
• Proficiency in oral and written communication skills
• Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file
• Ability to work effectively under stress and maintain productivity and composure under pressure
• Comfortable working in a fast-paced environment
• Adapt readily to changes
• Ability to use good judgment and assessment techniques
• Ability to work with minimal supervision
• Effectively prioritizes work and establishes clear goals in coordination with supervisor
• Flexibility to work variable shifts within a hybrid, remote environment.
• Overtime as assigned (if it is a Nonexempt (Hourly) position)

• Ability to pass and maintain a Level 2 background check is required. This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records
• Must pass pre-employment drug screening
• Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance. 
• Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.
• Actively participate in the broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.

General Physical Requirements for Essential Functions of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, stand, walk, talk, carry, lift, speak and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.

Additional Information:

The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described. You can also have important skills we haven't thought of. If that's you - even if you’re on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

UWNEFL reserves the right to adjust work location.