Telephone Crisis Support Jobs (NOW HIRING)

The Crisis Worker provides compassionate, recovery-oriented crisis intervention services to individuals experiencing behavioral health crises. Under the direction of program leadership, the Crisis Worker ensures adherence to all organizational policies, operating procedures, licensing regulations, and funder requirements while delivering high-quality support to consumers, families, and community partners.

This position provides direct crisis services across Residential Crisis, Telephone Crisis, and Mobile Crisis programs. The Crisis Worker assists individuals in stabilizing acute behavioral health situations, accessing community resources, developing coping skills, and achieving treatment goals while promoting safety, dignity, and recovery.

A commitment to the values and mission of Resources for Human Development (RHD) must be demonstrated in all job responsibilities.

• Provide direct support and crisis intervention services to residents in a residential crisis setting.

• Spend at least 75% of scheduled work time engaged in direct face-to-face or telephone interactions with consumers.

• Conduct psychoeducational groups, skills training, supportive counseling, and crisis intervention services.

• Assist residents with daily living activities and recovery-oriented treatment goals.

• Observe and document scheduled and as-needed (PRN) medication observations.

• Assist with basic health monitoring activities as directed by nursing staff, including blood pressure, pulse, temperature, and other wellness checks.

• Support residents with daily structure and routines, including:

  • Early morning wellness checks

  • Daily planning and goal setting

  • Meal preparation and cleanup

  • Transportation and attendance at approved appointments

• Monitor resident safety and respond appropriately to crisis situations.

• Maintain a therapeutic and supportive environment that promotes recovery and wellness.

• Answer and respond to incoming crisis calls, including calls received through the National Suicide & Crisis Lifeline and other crisis response systems.

• Conduct telephone screening, crisis assessment, de-escalation, and supportive counseling.

• Assess risk factors, including suicide risk, self-harm, and safety concerns.

• Provide consultation, information, referral, and linkage to appropriate community resources.

• Coordinate access to Mobile Crisis, Residential Crisis, emergency services, and other behavioral health supports as indicated.

• Document all contacts and interventions according to organizational and regulatory requirements.

• Provide community-based crisis intervention services to children, adolescents, adults, and families.

• Respond to crisis situations in homes, schools, hospitals, community settings, and other locations as assigned.

• Conduct crisis assessments and develop immediate intervention plans.

• Collaborate with law enforcement, emergency responders, schools, hospitals, and community providers.

• Provide support and resources designed to stabilize crises and reduce unnecessary hospitalization or law enforcement involvement.

• Assist consumers and families in accessing ongoing treatment and community supports.

• Participate in on-call and emergency response activities as assigned.

• Respond to referrals received through emergency dispatch systems, including 911/CAD communications.

• Gather and review available information while en route to crisis locations.

• Communicate effectively with dispatch personnel, referral sources, clinicians, and community stakeholders.

• Conduct initial on-scene crisis assessments.

• Collaborate in real time with licensed clinicians to determine the most appropriate intervention, including:

  • Resolution on-site

  • Referral to outpatient or community-based services

  • Voluntary hospitalization

  • Involuntary hospitalization when clinically indicated

  • Referral for additional emergency response services

• Maintain professional relationships with community partners and service providers.

• Complete all required clinical, programmatic, and administrative documentation accurately and within established timelines.

• Maintain compliance with organizational policies, licensing standards, accreditation requirements, and funder regulations.

• Participate in team meetings, supervision, training, and quality improvement activities.

• Maintain confidentiality and comply with HIPAA requirements.

• Utilize electronic health record systems and other required software applications.

• Complete incident reports and other required documentation as necessary.

• Bachelor's degree in Social Work, Psychology, Sociology, Counseling, Criminal Justice, Human Services, Nursing, Education, Gerontology, Anthropology, Theology, Political Science, History, or a related field.

• Two (2) years of experience in public or private human services.

• At least one (1) year of direct mental health care experience.

• Experience providing crisis intervention, behavioral health services, residential support, or community-based services preferred.

• Driver's License with clean 3 year driving history 

• Access to a reliable personal vehicle.

• Current state minimum liability insurance coverage.

• CPR and First Aid certification preferred or required within designated training period.

• Successful completion of required background clearances, including FBI clearance when applicable.

• Ability to assess behavioral health crises and implement appropriate interventions.

• Knowledge of suicide prevention, de-escalation techniques, and crisis stabilization practices.

• Strong verbal and written communication skills.

• Ability to engage effectively with consumers, families, community partners, and multidisciplinary teams.

• Demonstrates respect for diverse backgrounds, experiences, identities, and perspectives.

• Provides culturally responsive and person-centered services.

• Works effectively with clinicians, community providers, emergency responders, and support systems.

• Maintains positive professional relationships.

• Demonstrates integrity, professionalism, confidentiality, and respect in all interactions.

• Upholds consumer rights and recovery-oriented principles.

• Utilizes sound judgment in crisis situations.

• Responds calmly and effectively in high-pressure environments.

• Strong organizational skills and attention to detail.

• Ability to complete documentation accurately and timely.

• Basic computer proficiency, including email, electronic health records, scheduling systems, and Microsoft Office applications.

• Ability to sit, stand, walk, bend, stoop, twist, reach, and climb stairs throughout the workday.

• Ability to lift and carry up to 50 pounds.

• Ability to drive and travel throughout the service area.

• Ability to work in residential facilities, offices, hospitals, schools, homes, and community settings.

• May be exposed to unpredictable situations and individuals experiencing behavioral health crises.

• Ability to safely perform emergency interventions when necessary.

• Must maintain awareness of OSHA, HIPAA, Bloodborne Pathogens, Right-to-Know, Fire Safety, and organizational safety procedures.