Responsibilities:

• Handle 988 crisis line calls with empathy and composure during high-stress situations.
• Skilled in de-escalation, collaborating with dispatchers, and transferring calls to mobile police systems.
• Comfortable communicating with first responders and law enforcement in time-sensitive scenarios.
• Experienced in mental health-focused environments, supporting callers in crisis.
• Adaptable team player who also thrives independently in a fast-paced, shared workspace with 911 operators.

Must-Haves:

• Strong foundation and understanding of intervention techniques.
• Bachelor’s degree in a related field: Human Services, Psychology, Criminal Justice, Social Work, or Youth & Family Services.
• No felony convictions.
• Wired internet connection (Ethernet only; Wi-Fi not permitted).
• Private, HIPAA-compliant workspace at home.

Call Volume:

• Typically 2–10 calls per shift (higher volume during swing shifts).

Location:

• Tacoma, WA 98418
• Employer-covered gated parking available.

Team Structure:

• Full staffing goal: 16 total team members
• 1 Manager
• 1 Onsite Team Lead
• ~40–50 total employees across call center (varies by shift)

Schedule Options: 4x10s

Shifts:

• Day Shift: 7:00 AM – 5:30 PM
• Swing Shift: 3:00 PM – 11:30 PM
• Graveyard Shift: 11:00 PM – 9:30 AM

Current Openings:

• 1x Wed–Sat (Day)
• 1x Wed–Sat (Swing)
• 1x Sun–Wed (Graveyard)
• Note: 30-minute unpaid lunch break included.

Pay Range:

$28–$34/hour

• Bachelor’s Degree: $28–$31/hr
• Master’s Degree: $28–$34/hr

Training & Equipment:

Training:

• 4–5 weeks of self-guided virtual onboarding
• 2 weeks of onsite training
• Shadowing phase to evaluate readiness before transitioning to full independence

Equipment Provided:

• Computer, keyboard, and mouse shipped to employee
• Stipend provided for headset

Dress Code (Onsite):

• Casual attire allowed: jeans and sweatshirts okay
• No logos except South Sound, no graphic prints, leggings, hats, or sunglasses

Benefits:

401(k) Retirement Plan, multiple medical, dental and vision plan options, Short Term Disability Insurance, Life Insurance Plan, Weekly Pay, Paid Sick Time Offered in WA (1 hour of sick time for every 30 hours worked)401(k) Retirement Plan, multiple medical, dental and vision plan options, Short Term Disability Insurance, Life Insurance Plan, Weekly Pay, Paid Sick Time Offered in WA (1 hour of sick time for every 30 hours worked)

^*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.