988 & Crisis Admin Support

This dual position provides administrative and direct support for 988 & Crisis. The role requires strong communication skills, attention to detail, and the ability to function calmly and effectively in high-pressure situations. The individual must be client-focused and able to seamlessly manage both in-person and virtual responsibilities.

• Answer incoming calls within 20 seconds from individuals in crisis, including those at high risk of suicide.
• Assess and screen callers for suicidal ideation, intent, and other high-risk behaviors.
• Coordinate active rescues, both voluntary and involuntary, for individuals in immediate danger.
• Provide appropriate referrals and resources tailored to caller needs.
• Complete documentation for each contact, including encounters and outcomes.
• Offer follow-up calls and refer contacts to Engagement Resource Specialists or other staff as needed.
• Consult with Team Lead or supervisory personnel during emergencies or complex calls.
• Report unusual call types, high call volumes, or technical issues to the Team Lead.
• Work collaboratively with the 988 team to ensure quality and consistency of care.

Other duties as assigned.

• Greet clients and visitors; provide professional in-person customer service.
• Answer and direct phone calls; schedule and reschedule appointments.
• Verify and update demographic and financial information at each visit.
• Collect co-pays and balances, issue receipts, and record payments in the system.
• Notify clinical staff of client arrivals.
• Accurately scan and upload documents to the Electronic Health Record (EHR) system.
• Assist with retrieving reports, files, and supporting multiple programs as needed.
• Support general administrative tasks, including document prep, mail handling, and office coverage.

Other duties as assigned.

• High school diploma or equivalent required.
• One year of related work or “lived” experience preferred, particularly in behavioral health, crisis response, or administrative support.

• Calm and effective communication during crisis situations.
• Ability to multitask and manage both virtual and in-person responsibilities.
• Excellent interpersonal, typing, and telephone skills.
• Strong attention to detail and organization.
• Ability to work independently and as part of a team.
• Adherence to confidentiality and professional standards.

• 988 Call Platform (e.g., Unified Platform or state-specific systems)
• Vibrant National Resource Center
• Learning Management Systems (e.g., Relias or DBHDID platforms)
• Microsoft Outlook, Teams, Zoom, Google Workspace
• Electronic Health Record (EHR) – Avatar

• Prolonged periods of computer and phone work.
• Ability to sit, stand, bend, and stoop as needed.

• High school diploma or equivalent required.
• One year of related work or “lived” experience preferred, particularly in behavioral health, crisis response, or administrative support.

• Calm and effective communication during crisis situations.
• Ability to multitask and manage both virtual and in-person responsibilities.
• Excellent interpersonal, typing, and telephone skills.
• Strong attention to detail and organization.
• Ability to work independently and as part of a team.
• Adherence to confidentiality and professional standards.

• 988 Call Platform (e.g., Unified Platform or state-specific systems)
• Vibrant National Resource Center
• Learning Management Systems (e.g., Relias or DBHDID platforms)
• Microsoft Outlook, Teams, Zoom, Google Workspace
• Electronic Health Record (EHR) – Avatar

• Prolonged periods of computer and phone work.
• Ability to sit, stand, bend, and stoop as needed.