PSAP Crisis Worker

Under the direction of the R2 PSAP (Public Safety Answering Point, also known as 911) Liaison, the Region 2 PSAP Crisis Worker for Virginia Programs will use customer service skills to facilitate quick and efficient call transfers from 911 dispatchers in Region 2 jurisdictions. After receiving the call transfer, the Region 2 PSAP Crisis Worker will use active listening skills and provide emotional support as a part of the Regional Crisis Call Center via phone. This is a dedicated line which primarily handles PSAP transfers from various Public Safety Answering Points within the state of Virginia, specifically, from Region 2, but may also support transfers from Region 1, 4, and 5. Additionally, the Regional Call Center supports connection to Mobile Crisis Response, Care Navigation, and our stakeholders. The assignment will be phone only at this time.

PRIMARY DUTIES :

• Handle contacts by engaging our core philosophies to provide a crisis intervention, safety and risk assessment, information and referrals, and intake screening of callers seeking Mobile Crisis Response and other community services.
• Accept transfers from 911 to support callers who are not at imminent risk or in physical danger.
• Respond to all offered calls via the Five9 or equivalent platform.
• Adhere to 988 Suicide and Crisis Lifeline Standards, HopeLink Behavioral Health Policies and Procedures, and appropriate accrediting bodies best practices when providing services.
• Ensure the 988 Suicide and Crisis Lifeline Suicide Safety Policy is adhered to utilizing active engagement, asking about suicide directly, and accurately assess the severity of the situation, engaging emergency intervention when criteria for imminent risk is met.
• Engage in Suicide Safety and Risk Assessment by ensuring the immediate safety of the caller, engaging in evaluation of access to lethal means, and utilizing safety planning skills to ensure individuals have a plan post call.
• Offer and perform follow-up contacts to any individual who has experienced suicide thoughts in the past 24 hours.
• Provide safety and security for callers by assuring them of their confidentiality and privacy and ensuring that any information shared by the client is kept confidential.
• Accurately reflect crisis contact interactions in corresponding contact reports throughout and at the end of each contact.
• Engage in a supportive and collaborative work environment, to maintain open communication with supervisors, clinical and administrative support staff.
• Support the overall operations of HopeLink's Crisis Services by performing additional tasks and duties as assigned.

QUALIFICATIONS :

EXPECTATIONS REGARDING QUALITY OF WORK :

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