Call Specialist-Full Time
Lawrence, KS
Full Time
Entry Level
ABOUT HEADQUARTERS KANSAS:
HeadQuarters Kansas located in Lawrence, KS. is leading a movement to prevent suicide and build resilience in Kansas. Founded in 1969, we leverage a dynamic combination of crisis and counseling services, training, advocacy and awareness initiatives to inform healthy choices and inspire hope. Together with volunteers, staff, partners and leaders, we are creating safer communities so that every Kansan can find the connections they need to live healthy, hopeful and resilient lives.
A primary purpose of HeadQuarters Kansas is to function as a network member of the 988 Suicide & Crisis Lifeline, providing crisis and emotional support through call, chat, and text services to all Kansas communities. The Call Specialist plays an integral role in this process. Our mission is to provide vital services in moments of need to support safety, reduce suicide and build resilience across Kansas. Learn more at hqkansas.org.
POSITION SUMMARY:
Call Specialists are employees of HeadQuarters Kansas and housed under the program, HeadQuarters Kansas Counseling Center (HQCC). HQCC is accredited by the International Council of Helplines and directed by the Crisis Line Director. Call Specialists report directly to Call Center Coordinator. Call specialists are required to complete paid HQCC’s in-house crisis counselor training and a minimum of 60 paid hours of on-the-job practice. This training prepares individuals to answer the Suicide and Crisis Lifeline, and local crisis lines. Call Specialists work a flexible schedule on-site in the call center. All shifts are available with the goal of assisting HQCC in the effort to maintain 24/7 coverage for all crisis lines.
ESSENTIAL DUTIES:
HeadQuarters Kansas located in Lawrence, KS. is leading a movement to prevent suicide and build resilience in Kansas. Founded in 1969, we leverage a dynamic combination of crisis and counseling services, training, advocacy and awareness initiatives to inform healthy choices and inspire hope. Together with volunteers, staff, partners and leaders, we are creating safer communities so that every Kansan can find the connections they need to live healthy, hopeful and resilient lives.
A primary purpose of HeadQuarters Kansas is to function as a network member of the 988 Suicide & Crisis Lifeline, providing crisis and emotional support through call, chat, and text services to all Kansas communities. The Call Specialist plays an integral role in this process. Our mission is to provide vital services in moments of need to support safety, reduce suicide and build resilience across Kansas. Learn more at hqkansas.org.
POSITION SUMMARY:
Call Specialists are employees of HeadQuarters Kansas and housed under the program, HeadQuarters Kansas Counseling Center (HQCC). HQCC is accredited by the International Council of Helplines and directed by the Crisis Line Director. Call Specialists report directly to Call Center Coordinator. Call specialists are required to complete paid HQCC’s in-house crisis counselor training and a minimum of 60 paid hours of on-the-job practice. This training prepares individuals to answer the Suicide and Crisis Lifeline, and local crisis lines. Call Specialists work a flexible schedule on-site in the call center. All shifts are available with the goal of assisting HQCC in the effort to maintain 24/7 coverage for all crisis lines.
ESSENTIAL DUTIES:
- Answers the National Suicide Prevention Lifeline and local crisis lines using the philosophy of care and counseling skills included in HQCC’s Crisis Counselor Training
- Provides telephone based crisis intervention to callers using reflective listening skills, de-escalation, assessment of risk (e.g. suicide, homicide, substance use, sexual violence, domestic violence, and abuse & neglect), safety planning, follow-up, care linkage, and referral to resources
- Assess callers for imminent risk in accordance with the 988 Suicide & Crisis Lifeline Policy for Helping Callers at Imminent Risk of Suicide
- Completes call documentation in a timely and quality manner, while monitoring the quality and completeness of documentation of peers and volunteer counselors (flags call logs for review by a supervisor)
- Participates in organizational events intended to promote connectedness within the organization and the broader community
- Handles incoming calls effectively to ensure timely speed of answer and target answer rate
REQUIRED QUALIFICATIONS
PREFERRED QUALIFICATIONS
- High school diploma or equivalent
- 18 years of age or older
- Proficiency in English written and oral language skills
- Excellent communication skills written, and verbal.
- Must pass State & Federal criminal background checks
PREFERRED QUALIFICATIONS
- Bi-lingual with emphasis on oral skills
- Completion of Applied Suicide Intervention Skills Training (ASIST)
- Previous experience in conflict resolution
This is a full time non-exempt salaried position 32 hours per week with a starting salary $36,000-$41,000
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