Job description

Crisis Specialist | Be Well Crisis Helpline | Indianapolis Metro Area

Are you the go-to person when friends and family are struggling with life? Do you love talking on the phone? Do you enjoy working remotely? Then providing crisis support via phone or text with the Be Well Crisis Helpline, a program of Mental Health America of Indiana (MHAI), might be the job you’re looking for!

Crisis Specialists are not able to read body language or see the facial expressions of callers so strong verbal and written communication skills are an absolute must! Engaging and assessing callers in this context requires a special skill set. Do you have what it takes?

Crisis Specialists must be able to effectively multi-task. From your private home office, you are expected to answer crisis calls/texts, assess the crisis while determining the safety of the individual, locate resources and referrals, and maintain contact with teammates via chat, all while staying grounded and professional. Those who are easily flustered need not apply!

An effective Crisis Specialist must excel in using critical thinking and creative problem-solving skills. Crisis Specialists are expected to be on time for their shifts, ready to support Hoosiers in need with empathy and respect. The Be Well team has strong, supportive leadership available to assist Crisis Specialists with critical callers and situations, but overall, you will be empowered to work independently with minimal assistance.

If this is the type of work in which you have an interest, we would love to hear from you! To be considered for a position with Be Well and connect with a member of the MHAI leadership team, please review the job description in full and submit your application.

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In order to have your resume reviewed and an interview scheduled, please complete this prescreen survey:

• Prescreen Survey: https://forms.office.com/r/WEPd7YBHnB

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Job Title: Crisis Specialist (call handling)

Location: Central Indiana Resident (within 60 miles of the MHAI office) / Remote Work

Department: Crisis Services

Reports to: Be Well Crisis Helpline Supervisor

Hours per week: 30 or 40

Hourly rates from: $19.00

Exempt: No

Hours: Five positions are currently available. 30-hour positions include: (1) Sat/Sun/Mon dayshift 8am – 6pm and (2) Fri/Sat/Sun overnight shift 10pm – 8am. 40-hour positions include: (1) Th/Fri/Sat/Sun mid-shift 2pm – midnight, (2) Mon/Tu/Wed/Th/Fri mid-shift 4pm – midnight, and (3) Wed/Th/Fri/Sa overnight shift 10pm – 8am.

Training requirements: two days in person at the MHAI office

Overview

Mental Health America of Indiana (MHAI) is Indiana’s leading mental health and substance use advocacy organization dedicated to overall mental wellness and recovery for all Hoosiers. A state affiliate of Mental Health America National, MHAI works to impact individuals directly affected by mental illness and addiction, as well as policymakers and other key stakeholders, through public education, advocacy, direct service, and public health reform.

The Be Well Crisis Helpline is a free, 24/7 confidential telephonic and text-based program accessible to Indiana residents of all ages seeking support and resources for mental health and/or substance use-related issues. Individuals seeking help range from those just needing a listening ear, to those with thoughts and/or plans related to suicide, to those simply seeking mental health resources for themselves or others. The Be Well Crisis Helpline team ensures Hoosiers have a safe place to turn to in times of crisis.

Employment Length

Program is scheduled to run through June 2024 (with a potential extension).

Job Summary

The Be Well Crisis Helpline seeks empathic, compassionate, and self-motivated individuals to remotely provide telephonic and text-based emotional support and resources to Hoosiers in crisis.

The Crisis Specialist will operate from their private home office using provided telecommuting hardware/software, including a laptop computer, external monitor, headset, and VoIP web-based platform. They will remain connected to the virtual call center through our communication channels, including Microsoft Teams and Zoom. Crisis Specialists will be expected to access resources via web-based platforms concurrently, manage documentation, and/or talk with colleagues via Microsoft Teams for support when needed, all while talking someone through a critical moment in their life.

Specific Duties

Supporting Individuals via the Helpline

- Provide strengths-based, unbiased emotional support to all individuals who call or text the Helpline.

- Ensure the highest standard for the delivery of evidence-based or evidence-informed crisis support, including those related to suicide prevention and intervention

- Access and provide resources to individuals in need

- Maintain limited, web-based case notes to summarize an individual’s needs and any resources provided

Maintain a Professional Work Environment

- Ensure professionalism in the workspace and when using any of the communication platforms.

- Fully interact with your remote team, including communicating while on shift via Microsoft Teams, Microsoft Office, and other mediums as assigned.

- Ensure the privacy and confidentiality of each caller and their information

- Ensure the privacy and confidentiality of your colleagues' information

Participate in ongoing professional development

- Actively participate in on-the-job professional development opportunities

- Share opportunities with fellow team members

Complete other duties as assigned by the program or organizational leadership

- Remain flexible to new job duty assignments and opportunities

Qualifications

Skillset

- A self-motivator who is comfortable and confident to work independently from home

- Has developed and practices an ongoing self-care routine

- Possess a vital self-regulation skill set when working on any subject that may trigger past trauma or emotional stress

- Has a solid ability to multitask while remaining present and attuned to callers who may be in their darkest hour

- Can adapt to immediate changes in policies and procedures

- Can apply practical crisis intervention skills, suicide prevention and intervention strategies, and problem-solving techniques when responding to individuals in crisis

- Maintain a positive attitude while working, always representing MHAI and its partnering entities by providing excellent customer service and responding to everyone in a professional, nonjudgmental, empathic, and culturally appropriate manner

Experience

- Two years of experience in delivering crisis response/ stabilization and resources (preferred)

- A well-rounded knowledge base of crisis de-escalation, suicide intervention, social service agencies, mental health resources, substance use resources, the ability to teach coping strategies, and crisis intervention (preferred)

- A Crisis Specialist should also be comfortable navigating computers, web-based technology, Microsoft Teams, Microsoft Outlook, Zoom, and other platforms as assigned and trained (required)

Education

- High School Diploma or equivalent (required)

- Bachelor's degree in psychology, human service, or related field (preferred)

Home Office Requirements

- Private and quiet location within your living place that has:

1. A closed door to ensure the confidentiality of our callers

2. A hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (Dial-up, Wireless, Satellite internet service, and a cellular hotspot cannot be used -- ethernet cable will be provided);

a. Minimum download speed 20 Mbps

b. Minimum upload speed 3 Mbps

c. Ping less than 100 ms

3. An appropriate workspace, including a designated desk/table to accommodate a laptop and external monitor

- Must ensure comfortability in wearing a wired headset while providing telephonic support

- Will have to provide a photograph and video/home tour of the office

Work Location

- Remote 90%

- MHAI office 10%

Work Authorization

- United States (Required)

- Successful candidates must pass a Background Check upon hire

Benefits

- Monthly technology stipend

- Complete benefits program that includes medical, dental, vision life insurance, STD/LTD, and EAP services (basic plan for employees paid for by the employer; upgraded plans and family coverage available at the employee’s expense)

- An accrued planned time off package

- A team-oriented culture with a supportive leadership team

Equal Employment Opportunity and Non-Discrimination

MHAI is committed to equal opportunity for all employees and applicants. MHAI does not discriminate about hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

By the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

About MHAI

Mental Health America of Indiana (MHAI) is Indiana’s leading mental health and substance use advocacy organization dedicated to overall mental wellness and recovery for all Hoosiers. A state affiliate of Mental Health America National, MHAI works to impact individuals directly affected by mental illness and addiction, as well as policymakers and other key stakeholders, through public education, advocacy, direct service, and public health reform.

The Crisis Services pillar at MHAI empowers individuals, communities, and organizations in each phase of the crisis lifecycle. Our team crafts its program drawing from evidence-based practices striving for an equitable and trauma-informed delivery at every touchpoint. The Crisis Service pillar is home to the Be Well Crisis Helpline and 988 Suicide and Crisis Lifeline.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Indianapolis, IN 46202: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you live in Central Indiana?
• Do you have a private home office to perform these duties?

Education:

• High school or equivalent (Required)

Experience:

• Crisis intervention: 2 years (Required)

Work Location: Hybrid remote in Indianapolis, IN 46202

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