MiCAL Crisis Specialist

Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with a strong focus on work-life balance.

About the role

The Crisis Specialist provides crisis intervention, emotional support, and resource connection to individuals contacting the Michigan Crisis Access Line (MiCAL), including the 988 Suicide & Crisis Lifeline. Services are delivered via phone, chat, text, and other electronic communication methods in a 24/7 contact center environment.

This role is responsible for assessing risk, de-escalating crisis situations, and connecting individuals to appropriate supports using trauma-informed, person-centered approaches. Crisis Specialists serve as a critical first point of contact within Michigan’s behavioral health crisis system and play a key role in ensuring safe, effective, and compassionate care.

We are looking to fill Full-Time and Part-Time positions with 1st, 2nd, and 3rd shift availability.

Responsibilities

• Respond to incoming contacts (calls, chats, texts) from individuals experiencing crisis, distress, or seeking support.
• Conduct suicide risk assessments and safety planning in accordance with established clinical protocols.
• Provide emotional support, de-escalation, and stabilization using trauma-informed techniques.
• Identify and respond appropriately to high-risk situations, including imminent risk, following escalation procedures.
• Provide accurate information and referrals to community resources, behavioral health services, and crisis support systems.
• Connect individuals to local services, including mobile crisis, emergency services, or ongoing care as appropriate.
• Support continuity of care by documenting and facilitating appropriate follow-up when required.
• Accurately document all interactions in the designated data and crisis management systems.
• Maintain clear, thorough, and timely records that reflect risk assessment, interventions, and outcomes.
• Utilize multiple technology platforms to manage contacts, referrals, and service delivery.
• Follow all clinical protocols, workflows, and escalation procedures for crisis response.
• Maintain compliance with confidentiality, recipient rights, and all applicable regulations and policies.
• Demonstrate consistent adherence to MiCAL, 988, and organizational service standards.

Requirements

• High School Diploma or equivalent.
• Ability to successfully complete required crisis intervention training (provided).
• Availability to work flexible shifts, including evenings, weekends, and/or overnights in a 24/7 environment.
• Certified Crisis Specialist (or ability to be certified within 1 year of hire).
• Must be a resident of the State of Michigan.

Qualifications

Preferred:

• Associate or Bachelor’s degree in Human Services, Psychology, Social Work, or related field.
• Experience in crisis intervention, behavioral health, contact centers, or human services.
• Familiarity with 988 or crisis line services.

Skills

• Strong interpersonal and communication skills with ability to build rapport quickly.
• Ability to remain calm and make sound decisions in high-pressure situations.
• Skills in active listening, empathy, and conflict resolution.
• Ability to work effectively with individuals from diverse backgrounds.
• Strong organizational and multitasking skills in a fast-paced environment.
• Basic computer proficiency and ability to learn crisis documentation systems.
• Ability to work independently while also functioning as part of a team.

Benefits

• Free medical benefits for you.
• Additional healthcare options.
• Employer contributions to your retirement plan.
• Paid holidays.
• Generous paid time off.

Schedule

This position operates in a 24/7 crisis contact center environment. Staff are expected to work assigned shifts, which may include evenings, overnights, weekends, and holidays. Work may be performed on-site or remotely, depending on program needs and eligibility.