988 & Crisis Admin Support

Position Summary:

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-personand virtual responsibilities.

Key Responsibilities:

988 Crisis Line Duties:
· Answer incoming calls within 20 seconds from individuals in crisis, including those at high riskof 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 asneeded.
· 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.

Crisis Administration Duties (On-Site):
· 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.

Qualifications & Requirements:

Education & Experience:

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

- Technology Tools

Required:

· 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 - Physical &

Special Requirements :
· Prolonged periods of computer and phone work.
· Ability to sit, stand, bend, and stoop as needed.

Qualifications & Requirements:

Education & Experience:

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

- Technology Tools

Required:

· 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 - Physical &

Special Requirements :
· Prolonged periods of computer and phone work.
· Ability to sit, stand, bend, and stoop as needed.