Responsible for connecting with people of all ages through 988 and the National Suicide Prevention Lifeline experiencing emotional distress and mental health crises, including those in high-risk situations who may be actively suicidal. Assesses risk level, provides crisis intervention, and completes safety planning. Makes appropriate referrals to resources and/or emergency crisis responders Crisis Responders and follows up as appropriate. Request and responses may include text and chat messages.

• Provide crisis intervention and supportive counseling to individuals requesting assistance or 3rd party referral sources to provide community stabilization services to the identified individual in crisis.
• Complete risk assessments and safety planning to determine if individual is at risk for suicide and/or homicidal, and who may need an immediate response, which may include referrals to Law Enforcement, 911, and/or Active Rescue to maintain his/her safety or the safety of others.
• Provide outreach to contacts, including referral to medical or 911 services as needed. Coordinating and dispatching Mobile Outreach Team members to face-to-face evaluations.
• Manage interactions to ensure an appropriate level of support is provided in an efficient manner.
• Access resources to support and address needs, including referrals, psychoeducation, and services.
• Provides outreach and follow up as needed to caller/families regarding the person in need.
• Proficiently handles inbound call volume in contact center environment that demands providing a high level of service within standardized time constraints.
• Manages call times in an efficient and responsible manner. Able to finesse ambiguous situations presented by challenging callers.
• Proficient in work habits and time management skills. Meets attendance and punctuality standards.

Supervision and Consultation

• Consult with 988 Supervisor on any issues or questions. 
• Seeks supervision and consultation as needed to actively enhance skills.
• Accepts and employs suggestions for improvement.

Record Keeping

• Able to assess, evaluate and document the response level appropriate for the situation.
• Documentation is complete, appropriate, comprehensive and supports safety planning.
• Documents in a timely, clear, legible, and concise manner.
• Completes crisis logs and reports within specified amount of time to ensure quality of services.

Professional and respectful attitudes towards consumers, community, and co-workers

• Treats/attends to callers with care, dignity, and compassion, including privacy and confidentiality.
• Delivers five-star customer service to both caller, community, and AltaPointe staff.

Administrative and Other Related Duties as Assigned

• Provides coverage as assigned/as needed (including holidays), attends staff meetings, and completes other duties as assigned in a timely manner,
• Follows AltaPointe policies, procedures, and professional code of ethics.
• Maintains current license/requirements for renewals (i.e. CEU’s), if applicable

Master’s degree in a behavioral health or related field, (2) a registered nurse licensed under Alabama law, OR (3) bachelor's degree in human service field, social work or related field. Minimum of one (1) year of professional pre or post-graduate experience in field is required. Providing direct or contact center services in mental health or human service setting, suicide prevention, crisis intervention, and/or mental health information and referral services experience preferred.

Experience, Competencies and Skills Required: Must be highly organized, capable of critical thinking, and have proven problem-solving skills; Easily adapts to changes in a fast-paced environment and able to simultaneously talk and type while gather information and assessing; Adept at remaining calm and professional during escalated situations or when handling difficult contacts; Strong verbal, written and interpersonal skills; and comfortable working independently and as part of a team in a group environment.

Knowledge in specialties, outlined below, to be attained within six (6) months of employment:

• Knowledge of mental health, suicide dynamics, and crisis and crisis interventions.
• Knowledge of HIPAA laws/regulations regarding protected health information.
• Knowledge of community and referral resources.
• Successful completion of Crisis Counselor training program.