ADH SUICIDE PREVENTION CALL CENTER SPEC

Arkansas Department of Health

4815 W Markham Street

Little Rock, AR 72205

Position Number: 22181830

County: Pulaski City: Little Rock

Posting End Date: 10/14/24 

Division of Health Protection – Injury and Violence Prevention – Suicide Prevention Call Center

• CLASSIFIED AS A SAFETY SENSITIVE POSITION*

Additional Preferences: 

This position will work in a twenty-four (24) hour communications center.

Shift work, including holidays and weekends, is required at all times.

The Supervisor has the right to change any or all shifts as needed to maintain coverage for the Suicide Prevention Call Center.

Hiring Official: A. Costa

Recruitment Contact: Sheila.Smith@arkansas.gov – 501-661-2268

The mission of the Department of Health is to protect and improve the health and well-being of all Arkansans.

Position Information

Class Code: L113C

Grade: GS08

FLSA Status: E

Salary Range: $45,010 – $71,792

Summary

The ADH Suicide Prevention Call Center Specialist is responsible for accepting inbound calls from those that are in crisis and placing outbound follow up calls. This position responds to questions and concerns about resources available for each caller. This position is governed by state and federal laws and agency/institution policy. 

Functions

Facilitates resolution of inbound caller inquiries for those in crisis. Makes outbound calls at necessitated to aid in effective follow up. Identifies needs and makes sound referrals to resources. Displays active listening and demonstrates compassion and empathy. Escalates high priority situations to appropriate staff members and/or entities. Maintains accurate record keeping utilizing assigned database. Utilizes communication scripts to accomplish job related tasks. Participates in educational seminars to improve performance. Follows required policies and guidelines and remains apprised of applicable changes. Responds expeditiously to queries. Performs other duties as assigned. 

Dimensions

Shift work required. Call Center operations; 24/7, which includes holidays. 

Knowledge, Skills and Abilities

Knowledge of effective forms of communications and customer services techniques. Ability to plan, organize, and oversee the work of subordinates. Ability to provide training and instruction. Knowledge of accepted record keeping practices. Knowledge of accurate reporting techniques. Knowledge of call center databases and appropriate use. Ability to exercise good judgement in evaluating situations and making decisions. Ability to communicate effectively in oral and written formats. 

Minimum Qualifications

The formal education equivalent of a bachelor’s degree in public administration, business, psychology or related field, plus one year of work-related experience. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB-RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATIONS OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

Licenses

The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.

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