Athea Blake

Provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment.

• Answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral contacts.
• Assess contact’s needs or situation using pertinent questions and the principles of active listening.
• Provide appropriate screenings for specialized programs.
• Access multiple databases for resources and appropriately refer contacts.
• Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
• Maintain accurate data collection on all contacts in the appropriate database.
• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
• Advocate for clients within the framework of contact center protocols and procedures when appropriate.
• Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics.
• Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
• Complete all training for new programs and services related to 211 and Crisis Services when needed.
• Contribute to overall organizational success by performing other duties and responsibilities as assigned.

Tasks include:

• Menu planning and preparing meals for distribution to patients with different nutrition restrictions, and preparing and serving meals to hospital staff, guests, and visitors.
• Overseeing the operation of the Cafeteria for 3rd shift includes money management, cashiering, scheduling, counseling and evaluations, and dealing with client and customer complaints, interacting with other departments-housekeeping, security, nursing management staff, and families of patients