Crisis Resource Specialist (Saturday and Sunday 6AM-4PM)
Company: AFMC
Location: Little Rock
Posted on: April 1, 2026
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Job Description:
Description SCOPE OF POSITION: Responsible for assisting
individuals calling in to the AFMC 988 Helpline. Staff will provide
evidence-informed crisis intervention, suicide prevention,
information and referral, and supportive intervention to clients
who are in emotional distress and/or seeking information on
available services. Specialists interact with individuals by phone,
SMS text messaging, and/or live chat. They are responsible for
making outbound calls as necessary to aid in effective follow-up.
Specialist will collaborate with professional staff to meet
deliverables, ensuring timely provision of services and appropriate
follow-up; Develop and maintain working relationships as necessary
to meet contract deliverables of specialty area project; Document
accurately and efficiently client communications and provide
reporting as required. Specialist are expected to support AFMCs
mission, vision, and values by exhibiting the following behaviors:
Honesty, Excellence, Accountability, Respect and Teamwork.
ESSENTIAL JOB FUNCTIONS: Provide Crisis Intervention: Respond to
incoming calls to the 988 Lifeline, offering immediate support and
intervention for individuals in emotional distress while following
the 988 Lifeline Suicide Safety Policy standards. Active Listening:
Practice empathetic listening skills to understand individual
emotions, concerns, and needs. Assessment: Conduct assessments of
individual safety and level of risk, utilizing established
protocols and guidelines such as the 988 Lifeline’s Safety
Assessment Model with assessment of the Four Core Principles of
Safety Assessment. This may involve supporting a person who is at
imminent risk of suicide. Crisis De-escalation: Utilize
de-escalation techniques to help individual regain a sense of
control and stability during times of crisis. Safety Planning:
Collaborate with individual to develop safety plans, identifying
coping strategies and supportive resources to manage crises
effectively. Empowerment: Empower individuals to explore their own
strengths and coping mechanisms, fostering a sense resilience.
Resource Referrals: Offer referrals to appropriate mental health
services, including mobile crisis teams, emergency departments, and
community resources using a vetted referral list provided by the
crisis center. Documentation: Maintain accurate and confidential
records of all interactions with individual, adhering to privacy
regulations and organizational policies. Systems require
significant computer use and skills Follow Up: Schedule and/or make
follow up contact with individual for continued support; at a date
and time collaborated on by the specialist and help seeker.
Collaboration: Coordinate with other crisis response professionals,
including mental health clinicians, law enforcement, and emergency
medical personnel, to ensure comprehensive support for individual.
Adherence to Protocols: Follow established protocols and procedures
for crisis intervention, documentation, and escalation of
emergencies. Continuous Training: Participate in ongoing training
and professional development opportunities to enhance crisis
intervention skills and stay updated on best practices for crisis
support. Communicate needs and requests to other team members as
appropriate. Follow AFMC, state and federal protocols regarding
data confidentiality/security and HIPAA compliance. Additional
duties as assigned. KNOWLEDGE, SKILLS, AND ABILITIES: Must possess
intermediate level computer skills (Excel, Word, Power Point and
Outlook) including navigating multiple software applications. Type
50 wpm Exceptional skills in business English and spelling Strong
technical skills Ability to troubleshoot basic IT issues that may
arise during text/chat sessions Ability to maintain confidentiality
Knowledge of or willingness to learn about mental health issues,
suicide risk factors, crisis intervention, and de-escalation
Empathy, compassion, and non-judgmental attitude towards
individuals experiencing mental health crisis Interpersonal skills
and the ability to build rapport with individuals in distress
Familiarity with community resources and mental health services
Strong oral and written communication skills, including a clear and
expressive speaking voice Ability to remain calm, patient, and
empathetic while providing support to individuals in distress.
Ability to work effectively in a fast-paced and high-stress
environment Creativity Customer service Ability to meet deadlines
Attention to detail Flexibility Ability to work collaboratively and
independently to achieve stated goals Initiative Ability to relate
professionally and positively with staff, business partners,
customers, constituents, beneficiaries, and the public Ability to
multitask Ability to prioritize Strong organizational skills
Problem solving skills Professionalism Project management skills
Ability to read, interpret and apply laws, rules, and regulations
Knowledge of quality improvement processes and techniques Time
management skills Willingness to work flexible hours, including
evenings, weekends, and holidays to ensure 24/7 coverage of the
crisis center Ability to work overtime as needed Requirements
Physical and Sensory Requirements (With or Without the Aid of
Mechanical Devices): Mobility, reaching, bending, lifting,
grasping, ability to read and write, ability to communicate with
personnel, ability to remain calm under stress and ability to
travel as needed. Must be able to lift and transport 25 pounds.
Must be capable of performing the essential job functions of this
job, with or without reasonable accommodations. EDUCATION: : High
School Diploma. Desirable : Certification in crisis intervention or
suicide prevention. EXPERIENCE: : One (1) years’ experience crisis
or call center experience. Preferred : Thorough understanding of
Behavioral and Mental Health, crisis intervention, or suicide
prevention. INTERNET REQUIREMENTS: Reliable, high-speed wireless
internet service (Wi-Fi) An upload speed of at least 5Mbps is
required to support softphone functionality.
Keywords: AFMC, Little Rock , Crisis Resource Specialist (Saturday and Sunday 6AM-4PM), Healthcare , Little Rock, Arkansas
