The 988 Specialist handles incoming calls from individuals experiencing a suicidal or mental health crisis. This role is vital in providing active listening, collaborative problem solving, and safety planning to those in need. The 988 Specialist is part of a dedicated team that aims to offer compassionate, non-judgmental, and confidential support to those in crisis, helping to save lives and promote mental well-being. A successful 988 Specialist knows the importance of empathy, cultural competency, and connection to help callers develop a plan to manage current and future crises.

EDUCATION REQUIREMENTS

High school diploma required; Associates in Human Services or related field, strongly preferred.

Knowledge and Skills Needed to Perform Effectively in this Position

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey information clearly and compassionately
• Comfort with conversations related to mental health and suicide and ability to collaboratively explore caller needs and make community safety net connections
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decisionmaking skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations

ADDITIONAL REQUIREMENTS

• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Completion of Applied Suicide Intervention Skills Training (ASIST)
• Strong attendance and punctuality able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.

• Answer and place calls on assigned lines with compassion and in accordance with the organization’s training and scope
• Provide emotional and crisis intervention support, using established protocols to deescalate and make appropriate connections to community safety net programs
• Complete suicide screenings, assessments, and safety plans for all 988 contacts in accordance with 988 Lifeline Suicide Safety Policy
• Assess callers’ needs, navigate webbased databases, and provide appropriate information and referrals to appropriate community resources, as needed
• Provide support with contacting emergency services for callers requiring emergency assistance
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
• Perform additional responsibilities as they develop and are assigned