Crisis Specialist I (54738)

POSITION SUMMARY:

The Crisis Access Specialist I serves as the primary point of entry for individuals seeking mental health, substance use, developmental disability, or crisis-related services through a 24-hour access program and as part of the 988 Suicide and Crisis Lifeline network. This position is a key component of the organization’s crisis continuum of services, functioning as an access, triage, and coordination point that supports timely connection to appropriate levels of care. The role responds across phone, chat, and text platforms; conducts standardized safety and risk screenings; provides crisis intervention and de-escalation; and identifies appropriate next steps within established protocols, utilizing supervisory consultation as indicated. Crisis Access Specialists facilitate timely connections to internal services and community resources to ensure accurate, compassionate, and effective responses. The position operates under established decision trees and supervisory consultation for high-risk or complex situations. After completion of training, this position is typically eligible for a remote or hybrid work arrangement, with periodic on-site responsibilities as needed.

DUTIES AND RESPONSIBILITIES:

• Serve as the initial access point for individuals seeking services, including responding to crisis and non-crisis inquiries and routing within the service continuum per established protocols.
• Respond to incoming calls, texts, and chats with empathy, professionalism, and cultural humility.
• Provide emotional support, active listening, crisis intervention, and de-escalation to individuals experiencing distress.
• Conduct scheduled follow-ups as required by protocol to support engagement, safety, and continuity of care.
• Conduct standardized safety and risk screenings, including suicide risk and other safety concerns, in accordance with established protocols.
• Complete collaborative safety planning when appropriate and escalate imminent-risk, high-risk, or complex situations to supervisory/clinical leadership per protocol.
• Screen presenting concerns and identify appropriate next steps within established protocols, including referral to internal services or external community resources.
• Coordinate and/or schedule intakes, follow-up appointments, and referral processes for new service requests, including faxed or emailed referrals.
• Verify insurance coverage, collect required intake and administrative information, and scan/upload relevant documents to the EHR.
• Maintain an updated regional resource list and assist individuals seeking information or referrals to external resources.
• Maintain working knowledge of available crisis, behavioral health, and community-based services to support effective care coordination.
• Accurately document all contacts in designated electronic systems within required timeframes and in accordance with applicable agency, state, federal, and 988 Lifeline requirements.
• Maintain confidentiality and adhere to ethical, professional, and legal standards.
• Support continuity of care by facilitating effective coordination across services within the crisis continuum.
• Participate in required training, supervision, coaching, and quality improvement activities.
• Demonstrate sound judgment and calm decision-making during high-stress and emotionally intense situations.
• Support 24-hour program operations by assisting with schedule coverage as needed.
• Perform other related duties as assigned within the scope of training and role.

QUALIFICATIONS:

• High School Diploma or GED required; experience in a call center, customer service, human services, or behavioral health setting preferred.
• Strong communication skills with the ability to remain calm, professional, and empathetic in emotionally intense situations.
• Ability to follow established protocols, recognize when consultation is needed, and follow escalation procedures.
• Basic computer proficiency, including ability to accurately document in electronic systems.
• Comfort working with diverse populations and sensitive topics, including suicide-related content.
• Reliability and flexibility to work scheduled shifts in a 24-hour program, including nights, weekends, and holidays as needed.
• Ability to type accurately while engaging live contacts (phone/chat/text).
• Ability to work in a private, distraction-free environment when remote (confidentiality).

JOB REQUIREMENTS / EXPECTATIONS:

• Maintain confidentiality and comply with all applicable privacy, security, and organizational policies.
• Demonstrate consistent professionalism, empathy, accountability, and cultural humility when interacting with individuals seeking support.
• Complete required training, supervision/coaching, and any certifications associated with crisis response services and the 988 Suicide and Crisis Lifeline.
• Work collaboratively as part of a multidisciplinary crisis services team and utilize supervisory consultation as indicated.
• Adapt to changes in contact volume, workflows, documentation standards, and program procedures.
• Uphold the mission, values, and service standards of the organization.
• Ability to sit for extended periods and work at a computer; ability to use phone/chat/text systems for prolonged periods.
• Maintain a workspace that supports confidentiality and reliable connectivity when working remotely, as required by policy.

CORE VALUES:

All employees must be willing to live our company's core values.

• Integrity – Exhibiting the highest moral, ethical and legal standards. Doing the right thing – even when no one else is looking.
• Teamwork – Putting team success over personal success. Actively valuing the strengths and talents of others.
• Trust/Respect– Seeing and believing in the good intentions of others. Interacting with others in a way that makes them feel valued. Listening without judging. Offering understanding and acceptance.
• Care/Compassion – Demonstrating unconditional kindness, concern and empathy. Exhibiting genuine concern for others.
• Ownership/Accountability – Taking personal responsibility for one’s work, actions and feelings. Accepting responsibility for and learning from mistakes.