988 & Crisis Admin Support

Position Summary:

This dual position provides administrative and direct support for 988 & Crisis. The role requires strong

communication skills, attention to detail, and the ability to function calmly and effectively in high-

pressure situations. The individual must be client-focused and able to seamlessly manage both in-person

and virtual responsibilities.

Key Responsibilities:

988 Crisis Line Duties:

· Answer incoming calls within 20 seconds from individuals in crisis, including those at high risk

of suicide.

· Assess and screen callers for suicidal ideation, intent, and other high-risk behaviors.

· Coordinate active rescues, both voluntary and involuntary, for individuals in immediate danger.

· Provide appropriate referrals and resources tailored to caller needs.

· Complete documentation for each contact, including encounters and outcomes.

· Offer follow-up calls and refer contacts to Engagement Resource Specialists or other staff as

needed.

· Consult with Team Lead or supervisory personnel during emergencies or complex calls.

· Report unusual call types, high call volumes, or technical issues to the Team Lead.

· Work collaboratively with the 988 team to ensure quality and consistency of care.

Other duties as assigned.

Crisis Administration Duties (On-Site):

· Greet clients and visitors; provide professional in-person customer service.

· Answer and direct phone calls; schedule and reschedule appointments.

· Verify and update demographic and financial information at each visit.

· Collect co-pays and balances, issue receipts, and record payments in the system.

· Notify clinical staff of client arrivals.

· Accurately scan and upload documents to the Electronic Health Record (EHR) system.

· Assist with retrieving reports, files, and supporting multiple programs as needed.

· Support general administrative tasks, including document prep, mail handling, and office coverage.

Other duties as assigned.

Qualifications & Requirements: Education & Experience: · High school diploma or equivalent required. · One year of related work or “lived” experience preferred, particularly in behavioral health, crisis response, or administrative support. Skills & Abilities: · Calm and effective communication during crisis situations. · Ability to multitask and manage both virtual and in-person responsibilities. · Excellent interpersonal, typing, and telephone skills. · Strong attention to detail and organization. · Ability to work independently and as part of a team. · Adherence to confidentiality and professional standards. --- Technology Tools Required: · 988 Call Platform (e.g., Unified Platform or state-specific systems) · Vibrant National Resource Center · Learning Management Systems (e.g., Relias or DBHDID platforms) · Microsoft Outlook, Teams, Zoom, Google Workspace · Electronic Health Record (EHR) – Avatar --- Physical & Special Requirements: · Prolonged periods of computer and phone work. · Ability to sit, stand, bend, and stoop as needed.