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Job Title: Crisis Support Specialist

Department: Crisis Response Center

Reports to: Crisis Communications Program Manager

Job Classification: Exempt, full-time

Shift: Sun - Wed 12p-10p

Job Summary:

Under the supervision of a Crisis Communications Program Manager, Crisis Support Specialists (CSS) provide crisis and suicide intervention, brief supportive counseling, care coordination, and information and referral services over the phone and via text/chat for individuals, families, and agencies seeking assistance. As part of the clinical team, CSSs respond to incoming and scheduled outgoing contacts in a timely and compassionate manner, ensuring all interactions meet contractual obligations and program metrics. CSSs are responsible for assessing immediate needs, providing direct care, and ensuring appropriate follow-up care or referrals to support safety and well-being.

Essential Job Responsibilities:

• Respond to calls, chats, and texts (988 Suicide & Crisis Lifeline and local crisis lines) in a compassionate and professional manner with a trauma sensitive lens.
• Collaborate with individuals in crisis, their family members, and relevant treatment team members (internal and external) to support treatment and recovery.
• Deliver person-centered services aimed at promoting skills for coping with and managing behavioral health symptoms, with a focus on recovery and resilience.
• Facilitate the use of natural supports and community resources to enhance recovery and resilience.
• Assess strengths, identify needs and barriers, and address obstacles related to an individual's crisis and short-term goals.
• Provide supportive services such as education, counseling, problem-solving, role modeling, referral, advocacy, and crisis intervention.
• Coordinate and facilitate appropriate referrals to community services, including behavioral health and substance use services.
• Ensure adherence to all procedures and protocols for the specific service queue (text/chat, crisis calls, or care coordination).
• Remain prepared to respond promptly and professionally to service requests throughout scheduled shifts.
• Collaborate with Certified Community Behavioral Health Clinics (CCBHCs), hospitals, and other providers to address the needs of individuals served.
• Conduct follow-up communications (calls, texts, or chats) to provide postvention support following initial service contact.
• Complete all required documentation accurately and in a timely manner.
• Maintain current knowledge of all agency and program trainings, completing them as required.
• Adapt to shifting work priorities and thrive in a fast-paced environment, while maintaining professionalism and a positive attitude.
• Uphold confidentiality and privacy according to Health Information Portability and Accountability Act (HIPAA) standards.
• Promote healthy relationships, professional boundaries, ethical practices, and a kind demeanor both in the workplace and as a public representative of the organization.
• Demonstrate the ability to work effectively within a team and independently when necessary.
• Perform any additional duties as assigned to support the organization's mission and objectives.

Physical Demands:

• Frequently required to speak, write, type, and memorize.
• Constantly required to talk, read, problem solve, see, hear, and sit.
• Push, pull, lift, or carry 20 pounds.
• Occasionally required to bend, twist, squat, kneel, stand, walk or balance.

Additional Duties:

Additional duties and responsibilities may be assigned to this position at any time. This job description does not limit or imply that these are the only tasks the employee(s) in this role will be responsible for. Employees are expected to follow any job-related instructions and carry out any job-related tasks as directed by their supervisor.

Benefits:

• Flexible scheduling options to promote a healthy work-life balance.
• Fully remote work capabilities.
• HealthSource covers 65% of health and dental insurance premiums.
• Employees receive 8 paid holidays, 2 floating holidays, and additional paid time off.
• Eligibility to participate in our 401k matching program after one year of employment.
• Unlimited access to trainings and continuing education units (CEUs) through our Learning Management System, Relias.
• HealthSource covers the costs for obtaining the ICH Crisis Helpline Specialist Certification.
• A variety of other benefits are offered and can be found in the Employee Handbook.
• Opportunities for career advancement within the organization.
• Additional benefits are available and outlined in the Employee Handbook.

Career Advancement Opportunities:

HealthSource Integrated Solutions values employees having access to professional development and career advancement opportunities for the retention of employees and maintenance of quality services. Below is an outline of the career advancement eligibility requirements for crisis support specialists based on years of service and competencies.

Crisis Support Specialist

• Less than one (1) year of service with HealthSource.
• New hires who demonstrate introductory knowledge and skills for service provision.
• Participates in shadowing or reverse shadowing with a CSS I or above.
• Demonstrates ability to work independently most of the time after the initial training period Crisis Support Specialist I
• One (1) year or more years of service with HealthSource.
• Demonstrates basic skills and knowledge necessary to provide care in one or more modality or on one or more lines of service.
• Provides care on one primary service area: either text/chat support, crisis calls, or care coordination for individuals in crisis or partners seeking assistance.

Crisis Support Specialist II (+$2, per hour)

• Two (2) years or more of service with HealthSource.
• Demonstrates proficiency in service provision across all modalities and lines of service.
• Independently responds to incoming contacts and navigate moderately complex cases with infrequent supervisor support.
• Certified Specialist through the International Council for Helplines (ICH). Crisis Support Specialist III (+$2, per hour)
• Three (3) years or more of service with HealthSource.
• Demonstrates mastery in service provision across all modalities and lines of service.
• Provides immediate assistance and mentorship to Crisis Support Specialists in training, while also responding to incoming contacts and care coordination requests.
• Troubleshoots complex cases with staff and ensure adherence to protocols.
• Certified Specialist through the International Council for Helplines (ICH).

Diversity, Equity, Inclusion and Belonging:

HealthSource Integrated Solutions is committed to creating and nurturing a diverse, inclusive, and equitable work environment where everyone feels a sense of belonging. As an equal opportunity employer, we welcome all applicants and provide employment consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

Required Job Qualifications:

• Bachelor’s degree in social work, human services, or a related field; equivalent relevant experience may also be considered.
• A minimum of two (2) years of experience providing person-centered support services.
• Proficiency with computers and prior experience using technology independently in a professional setting.
• Strong verbal and written communication skills, organizational abilities, and interpersonal skills, especially in working with diverse populations.
• Demonstrates excellent customer service abilities.
• Ability to quickly learn and navigate new technologies, including software programs and phone systems.
• Demonstrates ability to work independently as well as collaboratively with others.
• Capable of maintaining effective and cooperative working relationships with both internal and external stakeholders, aligned with HealthSource’s mission.
• Displays a positive and proactive attitude towards navigating change and overcoming challenges in a dynamic work environment.
• Ability to prepare and submit detailed, accurate reports to the Department of Child and Families (DCF) in accordance with established guidelines and deadlines.
• Must pass all required background checks successfully.

Preferred Job Qualifications:

• One (1) year of experience working in a Certified Community Behavioral Health Clinic (CCBHC) or Community Mental Health Center (CMHC).
• Previous experience providing crisis intervention services (minimum one (1) year)
• International Council for Helplines (ICH) Crisis Helpline Specialist Certification within 12 months of hire.