Resource & Referral Specialist

About the role

This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Candidates must reside in Massachusetts, New Hampshire, Connecticut, Rhode Island, or New York. Per our hybrid/virtual work policy, candidates not within a reasonable commuting distance from the posting location(s) will not be considered unless an accommodation is granted as required by law.

Responsibilities

• Screen, assess, train, and provide telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action.
• Take inbound calls, texts, and chats from individuals who may be in crisis.
• Perform safety screenings and assessments to discern the presence and acuity of risk to the safety of the individual or others.
• Use information provided by the caller and obtained during screenings and assessments to accurately understand the individual’s needs and develop a plan of action in collaboration with the individual.
• Complete appropriate, timely, and accurate documentation of interactions in accordance with established criteria.
• Provide linkage follow-up to ensure the individual accessed services.
• Coordinate with other agencies, organizations, and individuals to ensure optimal use of resources, services, and natural support systems.
• Ensure compliance with all HIPAA, OSHA, and other federal, state, and local regulations.

Requirements

• High school diploma or equivalent and a minimum of 1 year of experience in behavioral health or a minimum of 6 months of direct crisis experience including screenings and assessments to determine appropriate interventions.
• Residency in Massachusetts, New Hampshire, Connecticut, Rhode Island, or New York.

Qualifications

• BS/BA degree in a mental health or other human services field and two years of experience working directly with individuals in need of behavioral health services strongly preferred.
• Call center experience preferred.
• Suicide and/or crisis line support experience preferred.
• Bilingual candidates preferred.

Schedule

• 24-hour call center, open 365 days a year.
• Varied 1st, 2nd, and 3rd shifts to include weekends.
• Training is Monday–Friday, 10:00 AM–6:00 PM EST.

Pay

For candidates working in person or virtually in New York and Massachusetts, the salary range for this position is $24.27/hr to $41.60/hr. The actual compensation may vary based on geographic location, work experience, education, and/or skill level, and is subject to eligibility requirements and company discretion.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401(k) contribution.