Crisis & Referral Specialist

Location:

Remote / Call Center

Schedule:

Full-time; 24/7 operation with rotating shifts across days, evenings, overnights, weekends, and holidays

Reports To:

Helpline Supervisor / Clinical Operations Manager

The Crisis Helpline Specialist provides compassionate, timely, and clinically appropriate support to individuals contacting the helpline by phone, text, or chat. Using established protocols, the Specialist conducts safety screenings and risk assessments, determines the appropriate level of intervention, develops a plan of action with the caller, and connects individuals to appropriate services and supports. This role requires strong crisis-intervention skills, sound clinical judgment, accurate documentation, and the ability to remain calm and effective in high-pressure situations.

• Answer inbound calls, texts, and chats from individuals seeking emotional support, information, referrals, services, or crisis intervention.
• Conduct safety screenings and behavioral health assessments to identify risk factors, acuity level, immediate needs, and potential risk of harm to self or others.
• Apply established protocols, clinical guidelines, and decision-support tools to determine an appropriate immediate course of action.
• Provide empathetic, nonjudgmental, culturally responsive support and telephonic de-escalation to individuals in distress or crisis.
• Collaborate with callers to develop individualized plans of action based on their stated needs, risk level, available supports, and service preferences.
• Provide warm transfers, referrals, and linkages to appropriate community resources, behavioral health providers, emergency services, and natural support systems.
• Complete follow-up contacts as directed to confirm service linkage, assess ongoing needs, and support continuity of care.
• Coordinate with internal teams, external agencies, community organizations, providers, and emergency responders to ensure effective use of available resources.
• Document all interactions accurately, objectively, and promptly in accordance with organizational standards, contract requirements, and clinical documentation guidelines.
• Maintain confidentiality and comply with HIPAA, OSHA, and applicable federal, state, and local regulations.
• Participate in quality assurance activities, case reviews, supervision, training, and continuing education as required.
• Escalate high-risk, complex, or emergent situations to supervisors, clinical staff, or emergency services according to protocol.

Required:

• High school diploma or equivalent.
• Minimum of one year of experience in behavioral health; or
• Minimum of six months of direct crisis experience, including conducting screenings and assessments to determine appropriate interventions; or
• An equivalent combination of education and experience.

Preferred:

• Bachelor’s degree in mental health, psychology, social work, counseling, human services, or a related field.
• Two years of experience working directly with individuals receiving behavioral health services.
• Experience in a 24/7 crisis, helpline, suicide prevention, mobile crisis, or emergency services environment.
• Familiarity with suicide risk assessment, de-escalation techniques, community resource navigation, and documentation standards.

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.