Summary

The employee will serve as the Social Science Specialist (Crisis Responder) which is part of the Veterans Crisis Line (VCL). The VCL is a 24-hour - 7-days-a-week - 365-days-a-year service aimed at connecting callers worldwide to a caring - qualified Veterans Administration employee. The VCL's mission is to provide 24/7 - world-class suicide prevention and crisis intervention services to Veterans - Service Members and their family members.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 09/12/2025.

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• English Language Proficiency: Social Science Specialists (Crisis Responders) must be proficient in spoken and written English
• See 38 U.S.C. § 7403(f)
• Education and Experience: Applicants must meet at least one of the basic requirements below: Successful completion of a bachelor's degree or higher from an accredited college or university
• The degree must be in a behavioral health or social science related field appropriate to the work of the position (e.g. - psychology - social work - sociology - family counseling - mental health counseling - nursing - ministry and criminal justice)
• OR - Two years of specialized experience as a first responder (e.g. - Police - Medic - Emergency Medical Technician - Emergency Dispatch - etc.) or in a social science related field that included behavioral health crisis response - and two years of higher education (i.e. - above the high school level) from an accredited college or university in a behavioral health or social science related field appropriate to the work of the position (e.g. - psychology - social work - sociology - family counseling - mental health counseling - nursing - ministry and criminal justice)
• OR - Successful completion of a bachelor's degree from an accredited college or university in any field and - one year of specialized experience that included behavioral health crisis response or mental health counseling
• Grade Determinations for Social Science Specialist (Crisis Responder) - GS-11: Specialized Experience: In addition to the basic requirements - you must have one year of creditable experience equivalent to the GS-9 grade level - which is directly related to the position to be filled
• OR Education: Ph.D. or equivalent degree from an accredited college or university in a behavioral health related field appropriate to the work of the position (e.g. - psychology - social work - sociology - or family counseling)
• Demonstrated Knowledge - Skills - and Abilities
• In addition to meeting the Basic Requirements and Grade Determination specialized experience or education above - the candidate must demonstrate the following KSAs: Ability to provide an evidenced based crisis intervention through a variety of modalities (e.g. - telephone interviews - chat/text services - or social media forums)
• Ability to carry out crisis management steps while withholding judgment on controversial behaviors and not imposing one's values during the contact
• Ability to effectively prioritize complex problems quickly and respond appropriately in a crisis situation
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: Work is primarily sedentary - but requires extreme patience and controlling ones emotions
• The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment
• A pre-placement physical examination is not required.

Duties

• Major duties of this Crisis Responder position include - but are not limited to - the following: Implements suicide/mental health crisis prevention strategies
• Conducts interviews and utilizes assessments tools to assess emotional - functional - and/or psychological conditions
• Assists Veterans and their family/friend/significant other with issues regarding the Veterans' mental health issues - referrals - benefits - support groups
• Provides psycho-education and directs advice regarding suicide/mental illness crisis
• Provides support for the identification of veterans at high risk - and coordinates enhanced care
• Completes structured diagnostic and clinical assessments
• Keeping a caller - texter - or chatter engaged while multi-tasking to document work - look up resources - and instant message for assistance when needed
• Prepares and maintains records and reports in accordance with program guidelines
• Works collaboratively with other members of the VA Crisis Hotline Program to identify appropriate services for Veterans in crisis
• Makes outgoing calls to Veterans if a Veteran has sent an email or letter to the White House - or some other government agency
• If selected for the position - the Veterans Crisis Line has a comprehensive training that you will attend during your first weeks
• You will be required to travel up to 2-weeks during the first 90 days of employment with the VCL for in-person training
• As a new employee you will be expected to successfully complete all parts of the training - to include completing a final competency assessment with a score of 80% or higher
• Failure to attain a passing score on the cumulative competency assessment may result in a determination that you are not qualified to progress in your employment with the Veterans Crisis Line
• Selected applicants will be required to complete an online onboarding process that will be directed from the VCL Onboarding Team and the Staffing Onboarding Team
• Work Schedule: Varied work schedule to include evenings - nights - weekends and holidays to provide 24/7 call center coverage
• Tour will be determined after final selections and will be based on seniority
• Tour is subject to change based on program needs
• Selectees will be expected to work all shifts
• Compressed/Flexible Work Schedule: Not available This is a remote position
• Selectees will work 100% of the time in a non-VA-owned space outside of the local commuting area of a parent station
• The employee's workspace must be suitable for conducting business and as such - remote employees are expected to provide a secure - distraction-free home-based worksite with reliable high speed internet connectivity
• The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of IT equipment - and as needed for technical support
• Selectees will be required to self-certify that their remote workplace meets all safety - privacy - and internet speed requirements
• Selectees are responsible for providing their own physical equipment like desks - chairs - lamps - etc
• Functional Statement #: Social Science Specialist (Crisis Responder)/PD07742A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not required Financial Disclosure Report: Not required This is not a bargaining unit position The Veterans Crisis Line (VCL) is aware of the inherent risks involved in managing callers who frequently contact VCL and may exhibit inappropriate or abusive behaviors
• Crisis Responders will be expected to manage stressful interactions with callers while maintaining a high level of professionalism and emotional resilience
• VCL utilizes standard operating procedures and best practices /interventions to identify patterns of abusive behavior to ensure the well-being and safety of the customer and VCL staff are encouraged through supportive measures.