Overnight Resource & Referral Specialist
Elevance Health
Boston, MAFresher1h agovia LinkedIn
Location: MASSACHUSETTS, NEW HAMPSHIRE, CONNECTICUT, RHODE ISLAND OR NEW YORK
About the Role
This virtual full-time role supports the new Massachusetts Behavioral Health Help Line, operating 24/7/365. In-person training sessions are required.
Key Responsibilities
- Takes inbound calls, texts, and chats from individuals who may be in crisis.
- Performs safety screenings and assessments to determine the presence and acuity of risk.
- Uses caller information and assessment results to understand needs and develop a plan of action collaboratively.
- Completes appropriate, timely, and accurate documentation of interactions.
- Provides linkage follow-up to ensure individuals access services.
- Coordinates with other agencies, organizations, and individuals to optimize resource and service utilization.
- Ensures compliance with HIPAA, OSHA, and other federal, state, and local regulations.
Requirements & Tech Stack
- Knowledge of behavioral health social services and insurance systems.
- Deep understanding of factors impacting mental health system experiences, including but not limited to: race, ethnicity, gender identity, sexual orientation, language proficiency, religion, disability status, socioeconomic status, criminogenic risk, and history of trauma.
- Experience with established protocols for telephonic intervention/de-escalation.
- Ability to work varied shifts, including weekends, as part of a 24-hour call center.
- Training schedule: Monday-Friday, 10 am - 6 pm EST.
Qualifications
- HS diploma or the equivalent.
- A minimum of 1 year of experience in behavioral health OR a minimum of 6 months of direct crisis experience (including screenings and assessments to determine appropriate interventions).
- Any combination of education and experience that provides an equivalent background.
Preferred Skills, Capabilities, and Experiences
- BS/BA degree in a mental health or other human services field.
- Two years of experience working directly with individuals in need of behavioral health services.
- Call center experience.
- Suicide and/or Crisis line support experience.
- Bilingual candidates.