Crisis & Referral Specialist

About the Role

• This is a virtual, full-time role enabling associates to work from home, with the exception of required in-person training sessions.
• The role operates within a 24-hour call center, hiring for all shifts, including weekends and holidays.
• Training will be conducted Monday-Friday, 10:00 am - 6:30 pm EST.
• Candidates must reside in the state of Georgia.

Key Responsibilities

• Screen, assess, train, and provide telephonic intervention/de-escalation for helpline callers using established protocols.
• Determine an immediate course of action for callers.
• Take inbound calls, texts, and chats from individuals needing support, services, or who may be in crisis.
• Perform safety screenings and assessments to discern the presence and acuity of risk to the individual or others.
• Use caller information and assessment data to understand needs and develop a plan of action in collaboration with the individual.
• Complete appropriate, timely, and accurate documentation of interactions.
• Provide linkage follow-up as directed to ensure individuals accessed services.
• Coordinate with other agencies, organizations, and individuals to ensure optimal use of resources, services, and natural support systems.
• Ensure compliance with all HIPAA, OSHA, and other federal, state, and local regulations.

Requirements & Tech Stack

• HS diploma or equivalent.
• 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 which would provide an equivalent background.

Preferred Skills, Capabilities & 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.
• Crisis experience.