SUD Peer Crisis Case Manager

Position Overview

The SUD Peer Crisis Case Manager provides follow‑up for consenting individuals interacting with the 988 Crisis System at designated intervals and upon request. This role specializes in serving individuals with substance use issues and maintains supportive relationships with those following a behavioral health or substance use crisis. The manager delivers recovery‑oriented services that promote engagement, stability, and connection to ongoing care.

• Provide follow‑up services to consenting consumers of the 988 Crisis System.
• Implement a follow‑up protocol initiated within 24 hours of referral or care transition, including obtaining and documenting verbal or written consent.
• Conduct follow‑up and assess suicide and overdose risk for a minimum of 90 days and up to 12 months, based on participant needs and program protocols.
• Coordinate with Mobile Crisis Outreach Teams (MCOTs) to promote crisis de‑escalation, safety planning, and continuity of care.
• Tailor interventions to the needs of clients and their support systems while promoting recovery‑oriented care.
• Provide follow‑up services specifically designed to support individuals experiencing substance use issues through peer recovery principles.
• Maintain a strong working knowledge of existing services, supports, treatment options and social services throughout the state.
• Establish positive working relationships with commonly used crisis stabilization supports such as mobile crisis responders, psychiatric hospital intake units and behavioral health crisis stabilization units throughout the state.
• Utilize best practices related to follow‑up protocols, cultural sensitivity and special populations.
• Provide additional support as needed to ensure LGBTQI+ youth, older adults, rural residents and African American consumers have equal access to post‑call services and supports.
• Provide crisis intervention, suicide prevention support, brief supportive counseling, information about services and warmline referral to callers who are experiencing an emotional crisis or have unmet needs.
• Help those accessing services by call, text or chat regain a sense of safety so that they may return to an appropriate level of functioning when possible.
• Refer those reached by follow‑up to ongoing treatment according to level of need, or to other FCS helplines as indicated by identified needs.
• Escalate a voluntary or involuntary 911 response when appropriate and necessary.
• Professionally document consumer demographic data and interactions within designated database(s).
• Respect each participant’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
• Provide all services in an ethical manner while maintaining participant dignity.
• Participate in the designated personal and professional development program to ensure the quality of service delivered.
• Participate in the established quality assurance program.
• Obtain the necessary continuing education units related to maintaining individual licensure or certifications.
• When necessary, provide for the safety and wellbeing of the participant following all applicable duty to warn and care procedures.
• Demonstrate reliable time and attendance practices.
• Adhere to all policies and procedures.

• Contribute to the overall effectiveness of the agency and the department by completing all other duties as assigned.
• All other tasks as assigned by the program director.

• High School Diploma or GED Equivalent required. Four‑year degree in social or behavioral health services field (licensure given special consideration) preferred.
• One‑year experience in crisis intervention.
• Excellent written and verbal communication skills.
• Compassion and empathy to respond to client needs without personal bias or judgment.
• Ability to document on data systems while interacting with those seeking help via call, text or chat.
• Emotional fortitude to contend with difficult client situations in a fast‑paced work environment.
• Sound judgement, decision‑making and self‑awareness related to professional behavior and performance.
• High attention to detail.
• Compassion and understanding…