Specialist, Crisis Hotline (3pm-11pm)

Scope of Role

Reporting to the Program Manager, Crisis Management, the Specialist, Crisis Hotline you will serve as the first point of contact for individuals experiencing mental health crises, emotional distress, or seeking support for themselves or a loved one. The Specialist, Crisis Hotline will provide crisis intervention, emotional support, risk screening, and resource referrals via phone, chat, and/or text. This role is essential in ensuring callers receive the immediate help they need, whether through de-escalation, safety planning, or connection to appropriate services.

How You’ll Succeed

• Answer incoming crisis hotline calls, texts, and chats with professionalism and empathy.
• De-escalate individuals in crisis using active listening, validation, and problem-solving techniques.
• Determine the severity of a crisis, including screening for the risk of harm to self or others, and respond accordingly.
• Collaborate with emergency responders, clinicians, and community resources when necessary.
• Conduct risk determinations using standardized tools and guidelines.
• Provide callers with appropriate referrals to mental health services, community resources, and emergency services when needed.
• Maintain knowledge of local, state, and national mental health resources.
• Accurately document all calls, interventions, and referrals in the electronic health record (EHR) or crisis documentation system.
• Adhere to all HIPAA, confidentiality, and ethical guidelines.
• Participate in required training, supervision, and professional development.

Knowledge & Experience

• High School Diploma required.
• Qualified Behavioral Health Specialist (QBHS) designation preferred.
• Prior experience in customer service, crisis intervention, social services, or behavioral health strongly preferred.

Working Conditions

• Work will generally be performed on-site.
• Work involves potential exposure to patients experiencing agitation, which may increase risk for disruptive or aggressive behavior.
• Flexibility to work evenings and extended hours is required.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Physical demands: frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

Benefits

• Medical, Dental, Vision
• 401k match
• HealthJoy - a no cost medical and mental health online resource available Day 1
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support