Crisis Intervention Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming crisis communications for Lines for Life crisis and referral helplines with empathy and understanding.

• Manage contacts across over 30 crisis lines, including those for suicide prevention, veterans and military support, youth, senior loneliness, substance use, hospital mental health, and county mental health services.

• Accurately document crisis interactions with pertinent clinical information in an electronic health record system in a timely manner.

• Conduct scheduled follow-up calls to individuals who have reached out for crisis support.

• Provide assistance during rescue calls when other team members or volunteers need emergency help.

• Triage crisis contacts and work collaboratively with colleagues to manage call flow and ensure availability for escalated crises.

• Complete all required training sessions and workshops on current policies, protocols, tools, and techniques.

• Communicate effectively with colleagues and supervisors via phone and chat.

• Execute administrative and organizational tasks as required.

• Be available to work scheduled weekends and holidays in a 24/7/365 operational environment.

• Primarily work in a home-office setting, remaining seated or standing at a computer for extended durations.

• Engage in recorded interviews and participate in ongoing quality assurance reviews of recorded contacts.

• Receive support from supervisors through call monitoring and Microsoft Teams.

⛳️ Requirements

• Must meet the Qualified Mental Health Associate criteria.

• Knowledge of crisis intervention techniques is essential.

• Strong empathy, communication, teamwork, and interpersonal skills are required.

• Ability to manage high stress levels effectively.

• Proficiency in a web-based computer environment and familiarity with a multi-line phone system.

• Understanding and application of mental health assessment, treatment, and service terminology is necessary.

• Capability to implement skill development strategies and coordinate services and supports within an Individual Service and Support Plan (ISSP).

• Ability to independently triage crisis contacts to keep lines open for those in escalated crises.

• Strong attendance and punctuality; must work full scheduled shifts and provide at least a 2-week notice for time-off requests when feasible.

• Preferred: Graduate degree in psychology, social work, or a related behavioral science field.

• Alternatively preferred: CADC or a bachelor's degree in psychology, social work, or a behavioral science field along with relevant crisis intervention experience.

• Veterans are encouraged to apply.

• ASIST certification is preferred.

• CADC certification is strongly preferred.

• Call center experience is preferred.

• Must possess private high-speed internet and a confidential, HIPAA-compliant workspace.

• Required internet specifications include 10 Mbps upload/download speed, jitter below 20, and 0% packet loss.

• Must pass clinical and technical assessments.

• Full participation in five weeks of onboarding training is required, including camera-on Zoom attendance.

• Approval to work must be obtained from the Oregon Department of Human Services’ Background Check Unit.

🏝️ Benefits

• $2/hr. overnight shift differential for hours worked between 10 pm – 5 am Pacific Time.

• Time-and-a-half holiday pay when required to work on holidays.

• Comprehensive benefits package valued at over $14,750 annually.

• $11,400 in premium coverage for employee health, vision, and dental insurance.

• Full coverage of short- and long-term disability and life insurance premiums.

• Matching 401K plan that equates to 3% of annual salary during the first two years of employment after meeting eligibility requirements.

• Flexible spending plan available.

• Employee assistance program provided.

• Complimentary Fitbit offered.

• Five weeks of paid onboarding training for crisis lines.

• Equipment supplied for remote work.

• Opportunity for remote work.

• Employees in Oregon receive a 2% differential over base pay for hours worked in Oregon.