Crisis Hotline Specialist

Crisis Hotline Specialist

The Crisis Hotline Specialist has the responsibility to provide therapeutic telephonic services to individuals who are experiencing a mental health crisis. This person will also provide administrative support and referrals for community partners and will ensure appropriate documentation is in EHR and on the Whiteboard.

Education Requirement: Bachelor's degree in Psychology, Human Services or related discipline from an accredited University. Or Minimum of 5-6 years of relevant experience in customer service, crisis response, or support roles may be considered in lieu of formal education

Experience Requirement:

• Experience working in a mental health or crisis setting.
• Mental health or crisis experience preferred.

Licensure/Certification Requirement: None

Key Job Responsibilities:

1. Answers the phone on the first ring using the appropriate greeting.
2. Conducts telephone crisis assessment of callers to determine appropriate crisis response.
3. Documents caller and response information in the EHR and whiteboard.
4. Verifies patient's insurance in Passport and upload findings into the EHR.
5. Enroll client in Behavioral Health Safety Net and Cover RX as indicated.
6. Ensure the information regarding all requests for assessments is passed on to the Dispatch Specialist.
7. Provide "warm line" services to individuals calling in to access crisis services when appropriate and make referrals to other agencies when indicated.
8. Utilizes Therapeutic Options and Safe Clinch to deescalate and prevent aggressive outbursts.
9. Reports downstairs to greet walk-in clients to escort the client upstairs to initiate services.
10. Participate in all required trainings.
11. Read work email every business day.
12. Abide by the policies and procedures as outlined in the Policy and Procedure Manual.

Knowledge/Skills/Abilities:

• This person must be able to work effectively in a crisis service delivery setting, exemplify problem solving skills, formulate appropriate crisis intervention response, demonstrate self-motivation, and possess excellent communication skills and the ability to work well with others.
• This person must contribute to a professional, healing, and restorative environment.

Personal Relationships: In order to appropriately accomplish his/her duties, the person occupying this position will be required to maintain effective relationships with Crisis frontline staff, Crisis Managers, and the clients of Alliance Healthcare Services.