988 Crisis Responder (part-time)

Title: Crisis Responder Program: 988 / Suicide and Crisis Response Location: Remote Weekly Hours: 24 Several Schedules Available: • Friday - Sunday Midnight - 8 am, with 1 Tuesday a month 12 Noon - 4 pm • Friday - Sunday 4 pm - Midnight, with 1 Tuesday a month 12 Noon - 4 pm • Mon 4 pm-Midnight/Tue - Fri 8 pm - Midnight, with 1 Tuesday a month 12 Noon - 4 pm • Tue - Fri 4 pm - 8 pm, Sat 4 pm - Midnight, with 1 Tuesday a month 12 Noon - 4 pm • Wed - Sun 8 am - Noon, with 1 Tuesday a month 12 Noon - 4 pm • Monday Midnight - 8 am, Tuesday - Friday Midnight - 4 am with 1 Tuesday a month 12 Noon - 4 pm • Monday Midnight - 8 am, Tuesday - Friday 4 am - 8 am with 1 Tuesday a month 12 Noon - 4 pm • Monday 4 pm - Midnight, Tuesday - Friday 4 pm - 8 pm with 1 Tuesday a month 12 Noon - 4 pm • Monday 4 pm - Midnight, Tuesday - Friday 8 pm - Midnight with 1 Tuesday a month 12 Noon - 4 pm Language: English Reports to: On-Duty Shift Supervisor Compensation: $24.50 Day / $26.50 Night PROGRAM DESCRIPTION: Join us at the forefront of a transformative moment for behavioral health support and crisis response services in Santa Cruz, Monterey, and San Benito Counties. With the roll-out of 988 (calls, texts, and chats), we are committed to building a robust crisis care response system for the region. Our goal is to ensure that everyone has access to information, training, someone to call, someone to respond, and a safe place to go for crisis care. Family Service Agency is also home to a family of mental health oriented programs. Our accredited phone and text/chat crisis response program is a cornerstone of this comprehensive approach, providing life-saving services for those in crisis while connecting them to additional resources and ongoing care when needed. As we expand and transform our crisis response system in the months and years ahead, we are seeking passionate individuals who can help grow and enhance our services with the support of our experienced team. POSITION OVERVIEW: “Be the words that save a life.” Crisis Responders provide immediate support through text and chat to people experiencing emotional distress, behavioral health challenges, or risk of suicide. You’ll assess risk, de-escalate crises, and connect people with vital resources—from local behavioral health services to emergency response when needed. We’re looking for compassionate, tech-savvy, team-oriented individuals who can respond quickly (contacts are answered within 10–15 seconds), remain calm under pressure, and navigate the unique dynamics of written communication in a crisis setting. You’ll receive training in crisis intervention, suicide prevention, and behavioral health systems, and join a team that values self-care, equity, and inclusion. Key Responsibilities: • Responding professionally and consistently to individuals seeking crisis support in various situations via phone or text/chat communication systems. • Provide crisis intervention, de-escalation, and emotional support to callers or text/chat visitors. • Provide information and referrals to callers and text/callers when relevant. • Welcome, help train, and support volunteers assisting on the phone lines and text/chat. • Clearly and concisely document interactions in the electronic database. • Follow high data and service quality delivery standards to meet and exceed agency and contractor service goals or key performance indicators (KPIs) to answer 95% of calls within 20 seconds or less. • Serves as a mandated reporter in cases of suspected abuse or neglect. • Adhere to HIPAA privacy standards. • Utilize established procedures and assess each individual's needs for the best intervention response or triage method. • Consult and debrief with on-duty shift supervisors about any qualifying interactions with individuals. • Participate in 1:1 meetings, team meetings, continuing education, and other training. • Adhere to HIPAA Privacy Standards Compliance • Assist in the training process of new responders and volunteers. • Manage and support text/chat flow in the online portal. • Complete other duties as assigned by the supervisor. • Maintain high responsiveness and open communication with colleagues to contribute to a positive and respectful work environment. Minimum Qualifications: • Fluency in English. • Punctual and reliable. • Ability to use sound and ethical judgment. • Experience working with vulnerable populations. • A private remote work environment suitable for maintaining confidentiality. • The ability to stay on-task in a remote work setting. • Ability to read, write, and comprehend varying levels of complexity in communication styles, forms, and mediums. Training Requirement:To ensure a successful onboarding experience, new hires must be available for full-time training during the first two weeks of employment. Training will be conducted Monday through Friday from 9:00 am - 5:00 pm, and 40 hours of availability per week is required during this period. Desired Knowledge, Skills, and Other Abilities: • Excellent interpersonal skills and ability to engage with diverse communities in Santa Cruz, Monterey, and San Benito Counties. • Principles of cultural sensitivity, cultural awareness, and cultural humility. • Organized and able to provide follow-through. • Creative, outgoing, and takes initiative. • Knowledge of mental health crisis and suicide response. • Strong phone and computer skills. • Ability to resolve or prevent interpersonal conflict and interact with others positively and professionally. • Communication skills with an emphasis on responsiveness, transparency, and honesty. Benefits: • Vacation, sick, holiday time. • Continuing education and training opportunities. • Internet Stipend ABOUT US: Family Service Agency of the Central Coast (FSA) is a well-established non-profit mental health and wellness agency. Our services include outpatient counseling, 988 Suicide & Crisis Lifeline, suicide prevention services, programs for suicide loss survivors, outreach, education and training, mobile crisis response, senior services, support for women with cancer, and a program for victims of childhood sexual abuse. Join our team and enjoy a supportive work environment where you and your clients can thrive. WORK ENVIRONMENT: The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands, reach with hands and arms, and talk or hear. The employee is frequently required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Laptops, headsets, and other necessary technology will be provided. Family Service Agency is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. We are committed to excellence through diversity and strive to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all clients and employees. Our programs recognize the value of racial, ethnic, cultural, and linguistic diversity and strive toward a culture of trauma-informed practice. The overarching goal is to ensure that all services promote healing and integrate the values and standards of providing culturally and linguistically appropriate services. Job Type: Full-time Pay: $24.50 - $26.50 per hour Expected hours: 24 per week Benefits: • 401(k) • 401(k) matching • Paid time off • Retirement plan Application Question(s): • Please specify which shift you’re applying for. Work Location: Remote Apply tot his job Apply To this Job