text & chat specialist

Work with great people doing great things Join Buckelew Programs and play a pivotal role in making a meaningful impact on the lives of individuals facing mental health and substance use challenges in the North Bay. 

We are hiring multiple Text & Chat Specialists to join our Suicide Prevention team. In this role, you will provide compassionate, trauma-informed crisis support to help seekers through chat, text, and phone platforms. The Text & Chat Specialist I works a 32-hour schedule, Sunday–Wednesday, 3 pm - 11 pm. This position consistently supports the mission and values of Buckelew Programs by maintaining the privacy and confidentiality of information, safeguarding organizational assets, acting with ethics and integrity, and adhering to all applicable federal, state, and local laws and regulations, as well as Buckelew policies and procedures. Through this work, the Text & Chat Specialist I contributes directly to a positive client experience and a workplace culture rooted in Buckelew's mission and values. Text & Chat Specialists will receive an additional $1/hour for work performed during swing shifts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet every help seeker with respect, empathy, warmth, and cultural sensitivity in accordance with training and established practices.
• Provide emotional support and crisis management services via the Lifeline chat/text network
• Completes safety assessment, safety planning, de-escalation, and follow-up with every help seeker.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Compliance with program KPI's 
• Attend staff meetings, in-service meetings and trainings as scheduled. Complete ongoing training assignments as required.  Maintain updated knowledge of and implement program protocol changes.
• Responsible for keeping accurate Paycom time records of all shifts worked.
• Review email, announcements during each shift worked and resource books, manuals and directories as needed.
• Access to high-speed internet with an active Ethernet connection, and quiet/confidential workspace in alignment with all HIPAA requirements
• Work as a Crisis Specialist, taking crisis calls as needed and assigned. 
• Assist in the training and mentoring of new Text & Chat Specialists on shift.

Education and Experience

• Associate's or Bachelor's degree in social services or a related field required.
• One year of crisis work experience preferred, including customer service, telephone counseling, or suicide prevention environments.
• Continued employment is contingent upon completion of Crisis Hotline Counseling Training.
• Ability to continue training and to work alone, including night shifts as required.
• Bilingual English/Spanish verbal skills highly desirable.

Skills and Abilities

• Strong interpersonal skills with the ability to establish warm, supportive rapport with help seekers.
• Demonstrated problem-solving and sound decision-making abilities.
• Emotional maturity, reliability, and professionalism.
• Proven ability to handle confidential information with discretion.
• Ability to adapt to various competing demands while demonstrating highest level customer/client service and response.
• Proficiency with databases and Microsoft Outlook.
• Keyboarding skills of at least 35 words per minute with accuracy.
• Reliable, excellent attention to detail and accuracy. 
• Able to manage a flexible work schedule and commit to agree upon hours with a high level of reliability and responsibility.

PHYSICAL REQUIREMENTS

• Work is performed in a comfortable indoor environment.
• Position requires prolonged sitting and frequent use of hands and fine motor skills.
• Frequent use of computers and phones, with continuous listening and speaking.
• Occasional standing, walking, and reaching may be required.
• Vision requirements include the ability to read printed and electronic materials.
• Hearing requirements include the ability to hear and understand information in person and by telephone.

We are an Equal Opportunity Employer committed to creating a workplace that celebrates diversity, promotes equality, and fosters inclusion. We encourage applications from individuals of all backgrounds, experiences, and perspectives.