Job 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. Situations may include relationship struggles, parenting challenges, child abuse concerns, anxiety, depression, suicidal thoughts, or suicide attempts in progress.

The Bilingual Crisis Contact Specialist is responsible for providing crisis intervention and support across multiple communication channels, which may include phone, text, and chat. Bilingual Crisis Contact Specialists assess help-seeker needs, conduct risk and safety assessments, provide emotional support, offer information and referrals to appropriate services, assist with advocacy when needed, and complete follow-up contacts as assigned to ensure individuals receive the support and resources they need. All interactions are handled in accordance with HeartLine policies and national program standards, ensuring timely intervention, appropriate documentation, and high-quality crisis support.

This role may support multiple programs, including the 988 NBU Suicide & Crisis Lifeline and the Disaster Distress Helpline, depending on operational needs. To be considered for this role, applicants must reside in Oklahoma.

JOB RESPONSIBILITIES:

• Respond to crisis chats and texts, and provide crisis call support when assigned to programs that require phone services (e.g., Disaster Distress Helpline), delivering emotional support, crisis intervention, assessment, and appropriate referrals in a consistent and non-judgmental manner.
• Conduct suicide risk assessments using established protocols and develop appropriate safety/action plans for each contact.
• Gather demographic and situational information to understand the help-seeker’s needs and determine appropriate resources and support.
• Provide information, referrals, and advocacy support to connect individuals with appropriate community services.
• Offer and complete follow-up services for individuals at risk of suicide, suicide loss survivors, or third-party contacts as assigned.
• Serve as a mandated reporter in cases of suspected abuse or neglect in accordance with state law and organizational policy.
• Respond to imminent risk situations, ensuring emergency services are contacted when necessary and confirming outcomes using approved intervention models.
• Maintain confidentiality of all contacts and complete required documentation and data entry in accordance with HeartLine policies and funder requirements.
• Utilize supervisory consultation for guidance, support, or debriefing and participate in required trainings and continuing education.
• Maintain required performance and quality standards, including abandonment rate, Quality Improvement scores, and completion of required trainings.
• Other duties as assigned

Education: High school diploma or GED required. Bachelor’s degree preferred.

Experience: Bilingual in English and Spanish required. Experience in mental health, crisis intervention, counseling, psychology, a loss survivor, working with youth or LGBTQA, or community non-profit a plus.

REQUIRED SKILLS AND ABILITIES:

• Fluent in spoken, written, and reading communication in English and Spanish.
• Ability to work independently with confidence while also collaborating effectively as part of a professional team.
• Excellent communication, computer literacy, time management, attention to detail, and multitasking skills.
• Demonstrates a compassionate, empathetic, and nonjudgmental approach when assisting individuals with diverse and complex needs.
• 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 including days, evenings, overnights, weekends, and holidays, with schedules adjusted as needed to meet coverage requirements.
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

WORK ENVIRONMENT:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done.

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.

Contents may be subject to change to meet the needs of the organization.

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