Crisis Specialist II (54978)

POSITION SUMMARY:

The Crisis Specialist II serves as a primary point of entry for individuals seeking mental health, substance use, intellectual/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 functions as a key component of the organization’s crisis continuum of services, providing access, triage, and care coordination to support timely connection to appropriate levels of care. The Crisis Specialist II responds across phone platform; conducts standardized safety and risk screenings; provides crisis intervention and de-escalation; and identifies appropriate next steps within established protocols while applying training to manage higher-acuity and complex contacts with supervisory consultation as indicated by protocol. This role supports advanced care coordination, including warm handoffs to internal services and community partners, and collaborates with peers to support consistent workflows and service coordination. The position utilizes supervisory consultation for imminent-risk, high-risk, or complex situations as required by protocol. 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 an 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 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.
• Identify appropriate next steps within established protocols, including referral to internal services or external community resources, and complete warm handoffs when indicated.
• 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.
• Conduct scheduled follow-ups as required by protocol to support engagement, safety, and continuity of care, utilizing motivational techniques to support re-engagement as appropriate.
• Maintain an updated regional resource list and support effective linkage to community-based resources.
• Maintain working knowledge of available crisis, behavioral health, and community-based services to support effective care coordination and ED diversion when appropriate.
• 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 coordinating across services within the crisis continuum and communicating handoff needs to appropriate teams.
• Participate in required training, supervision, coaching, and quality improvement activities; support onboarding activities such as shadowing and skills practice as assigned.
• 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:

• Bachelor’s degree in Clinical Mental Health, Psychology, Human Services, Social Work or related field
• Experience in crisis services or call center environments not required; relevant internship/practicum, volunteer experience, or related coursework preferred.
• Demonstrated ability to communicate clearly and empathetically, remain calm under pressure, and engage individuals experiencing emotional distress.
• Ability to learn and apply standardized screening tools, safety planning practices, and escalation protocols.
• Proficiency with computers and ability to document accurately in electronic systems within required timeframes.
• 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.

JOB REQUIREMENTS / EXPECTATIONS:

Third shift hours: 11:00 pm to 8:00 am

Training for this position is split; 4 weeks on day shift 8 am-5 pm and 4 weeks on 2nd shift 2:30 pm-11:30 pm

• 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.