Crisis Responder

Work Location: Boise call center

SHIFTS AVAILABLE: Currently hiring for Swing (3pm to 12am) and Overnight (11pm to 6am) Shifts.

PLEASE NOTE: Our training schedule for this role requires that you can attend 3 weeks of training, Monday – Friday 9:00 am – 5:00 pm before you start your agreed upon shift. ICSH PURPOSESince 2012, Idaho Crisis & Suicide Hotline (ICSH) has served as a critical lifeline for Idahoans in crisis or emotional distress and is an entry point into our state's behavioral health care system. Whether a person is experiencing suicidal thoughts, struggling with a mental or emotional problem, having trouble with drugs or alcohol, having family or relationship problems – someone is always here ready to listen. Free and confidential crisis support is available to Idahoans in every county. We are committed to ensuring that those served are heard and empowered with options to stay safe while supporting their emotional wellbeing. ICSH has provided 24/7 services since 2014.

POSITION OVERVIEW: Crisis Responders serve as the frontline support for individuals experiencing behavioral health crises, including those related to suicide, homicide, mental illness, substance abuse, and developmental disabilities. They perform risk assessments, crisis support, safety planning, and referrals over the phone, providing immediate crisis intervention and de-escalation based on established protocols. This role is crucial in offering immediate help and guiding individuals to appropriate resources, making a significant impact on community well-being.

Key responsibilities include: Conducting telephonic assessments to determine the nature and urgency of the crisis. Providing immediate intervention or de-escalation as needed. Referring callers to appropriate services and resources within the community. Documenting interactions and interventions in real-time, adhering to established policies and procedures. Managing multiple tasks and computer programs simultaneously while assisting callers. Working independently with the guidance and support of a Team Lead. Attention to detail, strong multitasking abilities, and the capacity to work autonomously are essential for success in this role. ESSENTIAL DUTIESCrisis Response and Intervention: Answer all incoming calls promptly, adhering to ICSH policies and procedures. Provide telephonic crisis intervention services, including immediate intervention or de-escalation. Risk Assessment: Conduct thorough risk assessments considering callers' circumstances, history, resources, and risk levels. Safety Planning and Referral: Develop safety plans and facilitate appropriate linkages and referrals, including arranging active rescue and dispatch of EMS and law enforcement, as necessary. Collaboration: Work closely with designated shift supervisors and collaborate with team members and community partners for support and guidance. Documentation: Complete timely and accurate documentation of interactions and interventions in accordance with established criteria and call center metrics (key performance indicators).Compliance: Maintain a HIPAA-compliant workspace and conduct. Uphold the highest standards of confidentiality, respect, and professionalism, affirming and empowering callers while avoiding stigmatizing attitudes. Efficiency and Productivity: Adhere to established standards or guidelines for efficiency and productivity. Follow-Up: Provide follow-up as directed to ensure caller safety. Professional Development and Supervision: Engage in ongoing education and training. Participate in clinical supervision focused on professional development and core competency skill development. Regular and predictable attendance is required.

EDUCATION & CREDENTIALSEducation & Credentials: Bachelor's degree in a related field (psychology, social work, counseling, etc.) is preferred. Current enrollment in a bachelor's program in a related field, relevant certification in peer support, recovery coaching, alcohol and drug counseling, or similar field, or experience in behavioral health care or crisis intervention services will also be considered.

Experience, Skills & Qualifications: Demonstrated proficiency in using software applications, such as Microsoft Office and Teams, Electronic Medical Records, Internet Browsers, and Search Engines. Excellent verbal and written communication skills. Ability to work effectively in a team environment and contribute to a team atmosphere. Strong critical thinking skills and the ability to make quick, necessary decisions objectively. Attention to detail in daily communication and reporting. Ability to manage conflict and tolerate distress while assisting help seekers. Experience and training in crisis intervention, mental health, intellectual/developmental disabilities, and/or substance use disorders are preferred. Successful completion of a background check. CULTURAL PROFICIENCY AND DIVERSITYEmbrace active learning by participating in discussions, exploring innovative approaches, and engaging in self-awareness and reflection for continuous personal, professional, and leadership development. Support Jannus' mission by integrating their principles into daily activities to foster a healthy workplace environment.

PHYSICAL REQUIREMENTS: Ability to operate a phone and computer at a desk/station for up to 10 hours. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this job.