Crisis Line Specialist - Call Center

Description

Job Summary:

The Crisis Line Specialist is responsible for providing immediate, confidential, and empathetic support to individuals experiencing emotional distress, mental health crises, or urgent life challenges. This role is vital in offering a first point of contact for individuals in need of immediate assistance, de-escalating crises, providing resource referrals, and connecting callers with appropriate mental health services.

Essential Functions:

1. Functions as the point of entry for individuals calling to request behavioral health services at RiverValley. Assists individuals in accessing services through established protocols, including the scheduling of appointments.
2. Answers incoming crisis calls promptly, providing a compassionate, non-judgmental, and empathetic response to individuals in distress.
3. Evaluates the urgency of the caller’s situation by conducting risk assessments, including determining whether the caller is at risk of self-harm, suicide, or harm to others.
4. Utilizes de-escalation techniques to stabilize callers and ensure their immediate safety while maintaining a calm and supportive environment.
5. Maintains accurate and confidential records of calls, including detailed notes of the conversation and follow-up actions, in compliance with organizational policies and legal requirements.
6. Works closely with other crisis services team members, healthcare professionals, and community organizations to ensure coordinated care for individuals in crisis.
7. Participates in ongoing training related to crisis intervention, behavioral health issues, and effective communication techniques.
8. Maintains and compiles statistical and outcome data for various programs and services.
9. Adheres to all organizational policies, procedures, and legal requirements regarding confidentiality, privacy (such as HIPAA compliance), and professional conduct.
10. Fosters collaborative working relationships among members of the leadership and management teams and programs.
11. Other duties as assigned.

Qualifications

Education and Experience:

1. High school diploma or equivalent required.  Bachelor’s degree in Psychology, Social work, Sociology, or Human Services preferred.

Skills:

1. Strong verbal communication and active listening skills.
2. Ability to remain calm and composed under pressure.
3. Empathy, patience, and a non-judgemental attitude.
4. Familiarity with crisis intervention techniques and mental health first aid is a plus.