Team Lead, Crisis Hotline Specialist

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. We need to parse the job posting. First, description includes purpose etc. That could be "About the role" or maybe "About the role" is not explicitly present but we can infer. The description includes mission statement and benefits. We need to extract substantive info. We have sections: "Scope of Role" (maybe "About the role" or "Responsibilities"). Then "How you'll succeed" which is responsibilities/duties. Then "Requirements" includes Knowledge & Experience and Working Conditions. Also "Benefits" mentioned: "As a full-time employee, you will have access to the following employer/employee paid benefits: Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more Robust earned paid time off program (PTO) Federal Loan Forgiveness Program (available on eligible roles) Professional Development Support". That's benefits. Pay and Schedule: Not explicitly given. No pay info. Schedule: maybe mention flexible shifts, evenings, weekends, nights, holidays under Working Conditions. That could be schedule info. But schedule section should be included only if posting actually states them. It does mention flexible shifts etc. So we could include Schedule section with that info. However the instruction: "Prefer a few substantive sections over many thin ones." Might combine schedule into Working Conditions? But we have separate headings for Schedule. Since schedule info is present, we could create a Schedule section. Pay: No mention of pay, so we should NOT create Pay section. Benefits: we have content. Qualifications: Could be separate from Requirements? The posting has "Requirements" with Knowledge & Experience and Working Conditions. Could treat Requirements as qualifications. But we have headings for Requirements, Qualifications, Skills. Might need to decide which to use. The posting includes "KNOWLEDGE & EXPERIENCE" and "WORKING CONDITIONS". That's more like requirements. Could map to Requirements section. Skills maybe not explicitly listed; but we have "Demonstrated strong communication skills." That's a skill. Could include Skills section. Qualifications: maybe education and certifications: High School Diploma required, QBHS preferred, 1 year crisis intervention experience required, 2 years preferred. That's qualifications. Thus we can have sections: About the role (purpose/mission), Responsibilities (How you'll succeed + Scope of Role?), Requirements (Knowledge & Experience), Qualifications (education/experience), Skills (communication etc), Benefits, Schedule (flexible shifts). Avoid duplication. We need to preserve all substantive info, not invent or summarize away detail. Must not omit details. Let's extract details: About the role: mission statement: "At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can do mindset, then Signature Health is the best place for the next step in your rewarding career." Also mention full-time employee benefits? That's benefits. Responsibilities: Scope of Role: "Reporting to the Program Manager, Crisis Management, the Team Lead, Crisis Hotline Specialist 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 Team Lead, Crisis Hotline Specialist will provide crisis intervention, emotional support, risk screening, and resource referrals via phone, chat, and/or text. Team Lead, Crisis Hotline Specialist ensures callers receive the immediate help they need, through de-escalation, safety planning, or connection to appropriate services. The Team Lead, Crisis Hotline Specialist will support and assist other Crisis Hotline Specialist team members including case consultation/review, guidance during phone calls, scheduling of shifts, coverage for call-offs, and other relevant duties to ensuring Crisis Hotline performs optimally." How you'll succeed: list of duties: 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. Assist Program Manager with training and onboarding for new Crisis Hotline Specialists. Assist with shift coverage if Crisis Hotline Specialist is unable to be available. Encourage, monitor, and follow-up on client engagement experiences to ensure needs are being met. Participate in community outreach and networking to promote program engagement and connection with community. Conduct or co-facilitate team meetings to share updates to ensure policy and procedure measures are being followed. Other duties as assigned. We should combine these into responsibilities. Requirements: Knowledge & Experience: "High School Diploma required. Qualified Behavioral Health Specialist (QBHS) designation preferred. Minimum 1 year service crisis intervention experience required. 2 years preferred. Demonstrated ability supporting crisis team and department needs. Demonstrated strong communication skills." Working Conditions: "Work is normally performed on-site in a typical interior/office/clinical work environment. Work involves potential exposure to patients experiencing emotional dysregulation. Must be able to work flexible shifts, including evenings, weekends, nights, and holidays. Requires periods of extended sitting, standing, telephone, and computer work. Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology or headset. Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology. Vision: 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. 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. This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice. All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen." We need to strip boilerplate: The Success Profile not exhaustive etc maybe considered boilerplate? It's generic but still part of posting. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The Success Profile disclaimer maybe considered legal boilerplate? Might be okay to keep? It's not EEO but it's a disclaimer about job functions. Might be considered boilerplate but it's part of the job description. However we can keep essential info: work environment, flexible shifts, physical requirements, vaccination policy, drug-free workplace, pre-employment drug screen. Those are substantive. Benefits: "As a full-time employee, you will have access to the following employer/employee paid benefits: Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more Robust earned paid time off program (PTO) Federal Loan Forgiveness Program (available on eligible roles) Professional Development Support" We need to preserve all: Medical, Dental, Vision, 401k match, HealthJoy (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. Schedule: from Working Conditions: "Must be able to work flexible shifts, including evenings, weekends, nights, and holidays." We could put that in Schedule section. Pay: none, so omit. Now we need to output HTML with

headings and

• for lists,

  for prose. We need to decide which content goes into which section. Let's define:

  About the role

  mission statement...

  Responsibilities

  combine Scope of Role and How you'll succeed into a list? Could be prose or list. Since many duties, better as
  • . We'll list each duty. We need to ensure we don't miss any duty. List duties from Scope of Role: - Serve as the first point of contact for individuals experiencing mental health crises, emotional distress, or seeking support for themselves or a loved one. - Provide crisis intervention, emotional support, risk screening, and resource referrals via phone, chat, and/or text. - Ensure callers receive immediate help through de-escalation, safety planning, or connection to appropriate services. - Support and assist other Crisis Hotline Specialist team members including case consultation/review, guidance during phone calls, scheduling of shifts, coverage for call-offs, and other relevant duties to ensure Crisis Hotline performs optimally. From How you'll succeed list: - 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. - Assist Program Manager with training and onboarding for new Crisis Hotline Specialists. - Assist with shift coverage if Crisis Hotline Specialist is unable to be available. - Encourage, monitor, and follow-up on client engagement experiences to ensure needs are being met. - Participate in community outreach and networking to promote program engagement and connection with community. - Conduct or co-facilitate team meetings to share updates to ensure policy and procedure measures are being followed. - Other duties as assigned. We should combine and remove duplicates. Some overlap: first point of contact similar to answering calls. Provide crisis intervention etc similar to de-escalate etc. We'll keep both but ensure not duplicate exactly. Might be okay. Now Requirements section: maybe combine Knowledge & Experience and Working Conditions? But we have separate headings for Requirements and Qualifications. Let's assign:

    Requirements

    • High School Diploma required.
    • Qualified Behavioral Health Specialist (QBHS) designation preferred.
    • Minimum 1 year crisis intervention experience required; 2 years preferred.