Purpose of Position:
The Crisis & 988 Specialist responds to contacts on the 988 Suicide and Crisis Lifeline via phone, chat, and text while also supporting United Way's 211 Information & Referral services as needed. This role provides immediate emotional support, crisis intervention, suicide risk assessment, information and referral services, and connection to community resources.
Crisis Specialists use reflective listening, motivational interviewing, cultural humility, and effective information and referral practices to understand each person's unique circumstances, assess needs, provide appropriate support, connect individuals to relevant community resources, and ensure follow-up when appropriate. Specialists are cross-trained to support both 988 and 211 operations and may be assigned contacts through either service based on call volume, staffing needs, and operational requirements.
All work is performed in alignment with 988 Lifeline standards, Inform USA Information & Referral guidelines, United Way policies, and best practices for crisis intervention and human services delivery.
Key Responsibilities and Essential Functions:
- Respond to contacts through the 988 Suicide & Crisis Lifeline and 211 Information & Referral services via phone, chat, text, email, and other approved communication channels.
- Assess the needs of individuals contacting 988 and 211 and provide appropriate support, including crisis intervention, suicide risk assessment, de-escalation, information and referral services, resource navigation, and linkage to community services.
- Utilize active listening, motivational interviewing, reflective listening, cultural humility, and conversational intent to identify needs, reduce barriers to access, and provide high-quality, confidential support.
- Develop collaborative safety plans and implement crisis intervention strategies for individuals experiencing emotional distress, behavioral health concerns, suicidal ideation, or other crisis situations.
- Engage emergency response services in accordance with established policies and procedures when an individual presents an imminent risk to themselves or others.
- Conduct Information & Referral assessments by identifying needs, matching individuals with appropriate community resources, and providing sufficient information to support informed decision-making.
- Conduct follow-up contacts with designated at-risk individuals and document outcomes in accordance with agency policies and procedures.
- Accurately document all interactions, assessments, interventions, referrals, safety plans, and follow-up activities in approved record management systems.
- Demonstrate proficiency in the use of contact center technology, telecommunications systems, software applications, databases, and other tools necessary to perform job duties.
- Maintain established performance standards related to quality assurance, responsiveness, customer service, documentation accuracy, and productivity.
- Maintain active communication through approved communication platforms and respond appropriately to supervisory and operational communications during scheduled work hours.
- Be prepared to begin work at the start of each scheduled shift and adhere to assigned schedules, breaks, and operational procedures.
- Participate in staff meetings, supervision sessions, trainings, quality improvement activities, and professional development opportunities.
- Maintain proficiency in both 988 Crisis Services and 211 Information & Referral service delivery.
- Represent United Way of Northeast Florida professionally in all interactions with community partners, service providers, stakeholders, and the public.
- Maintain current knowledge of community resources and partner agencies to ensure accurate information and referral services.
- Support a positive, collaborative, and inclusive workplace culture consistent with the mission, vision, and values of United Way of Northeast Florida.
- Perform other duties and special projects as assigned to support program and organizational operations.
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
Other Requirements
- 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
- Successful completion and maintenance of all required certifications, trainings, and competency requirements, including VIBRANT, Inform USA, and any other training required by UWNEFL, 988, 211, funding agencies, or accrediting bodies.
- Availability and willingness to work assigned shifts within a 24/7/365 operation, including evenings, overnight shifts, weekends, holidays, and other non-traditional business hours. Overtime may be required, with approval.
- Availability for shift work is a required condition of employment.
- For remote work eligibility, employees must maintain a private, secure workspace that protects confidentiality and supports uninterrupted service delivery.
- Employees working remotely must maintain a reliable high-speed internet connection and an environment free from excessive distractions that may interfere with job performance or service delivery.
- Remote work arrangements are contingent upon the employee's ability to consistently meet performance, attendance, technology, quality assurance, confidentiality, and service delivery expectations.
- Successful completion of a pre-employment drug screening is required.
- Valid driver's license and current automobile insurance are required when operating a vehicle on behalf of United Way of Northeast Florida.
- Ability to travel locally as required for meetings, trainings, organizational events, or other business-related activities.
Experience/Qualifications:
- High school diploma or GED required.
- Bachelor's degree in social work, psychology, sociology, counseling, human services, public health, or a related field preferred.
- Minimum one (1) year of experience in human services, behavioral health, crisis intervention, social services, customer service, contact center operations, or a related field required.
- Experience in crisis intervention, suicide prevention, behavioral health, information and referral services, resource navigation, case management, or related helping professions preferred.
- Strong commitment to helping others, with the ability to demonstrate empathy, professionalism, cultural humility, and a non-judgmental approach.
- Excellent verbal, written, and interpersonal communication skills.
- Strong active listening, engagement, interviewing, and assessment skills.
- Ability to gather information, identify needs, evaluate risk, and determine appropriate interventions and referrals.
- Ability to exercise sound judgment, maintain professional boundaries, and make timely decisions in accordance with established policies and procedures.
- Demonstrated ability to remain calm, composed, and effective while managing emotionally intense, stressful, or high-volume situations.
- Ability to work effectively in a fast-paced environment while managing multiple priorities and adapting to changing circumstances.
- Strong organizational skills, attention to detail, and ability to maintain accurate documentation.
- Demonstrated proficiency in computers, telecommunications systems, Microsoft Office applications, web-based platforms, databases, and related technologies.
- Ability to work independently with minimal supervision while maintaining accountability and performance standards.
- Ability to prioritize responsibilities, manage time effectively, and coordinate work activities with supervisory staff.
- Ability to maintain confidentiality and appropriately handle sensitive information in accordance with applicable laws, regulations, and agency policies.
- Commitment to the mission, vision, values, and culture of United Way of Northeast Florida.
- 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.
