Role Description

HeartLine provides 24/7 support to individuals and families, with a primary focus on de-escalating crisis situations presented through phone, text, and chat services. The Crisis Contact Specialist is responsible for providing crisis intervention and support across multiple communication channels, which may include phone, text, and chat.

• Assess help-seeker needs and conduct risk and safety assessments.
• Provide emotional support and offer information and referrals to appropriate services.
• Assist with advocacy when needed and complete follow-up contacts as assigned.
• Ensure all interactions are handled in accordance with HeartLine policies and national program standards.
• This role may support multiple programs, including the 988 NBU Suicide & Crisis Lifeline and the Disaster Distress Helpline.
• Applicants must reside in Oklahoma.

Qualifications

• High school diploma or GED required; Bachelor's degree preferred.
• Experience in mental health, crisis intervention, counseling, psychology, or community non-profit is a plus.
• Fluent in spoken, written, and reading communication in English.
• Ability to work independently and collaboratively as part of a team.
• Excellent communication, computer literacy, time management, attention to detail, and multitasking skills.
• Demonstrates a compassionate, empathetic, and nonjudgmental approach.
• Ability to handle and manage stress due to the scope and type of crisis contacts received.
• Reliable and flexible, with willingness to work a variety of shifts.
• Physically able to lift 20 pounds, sit for long periods, talk on the telephone, and bend/stoop.

Requirements

• Respond to crisis chats and texts, and provide crisis call support.
• Conduct suicide risk assessments and develop safety/action plans.
• Gather demographic and situational information to understand help-seeker needs.
• Provide information, referrals, and advocacy support.
• Offer and complete follow-up services for individuals at risk of suicide.
• Serve as a mandated reporter in cases of suspected abuse or neglect.
• Respond to imminent risk situations and ensure emergency services are contacted when necessary.
• Maintain confidentiality and complete required documentation and data entry.
• Utilize supervisory consultation for guidance and participate in required trainings.
• Maintain required performance and quality standards.
• Other duties as assigned.

Benefits

• This position is remote upon completion of initial training period.
• HeartLine supports a comfortable, yet professional work environment.
• Staff members receive support, recognition, and appreciation for jobs well done.
• Flexible scheduled work week; some evenings/weekend work required.