Behavioral Health Tech - Crisis Line
Summary: Crisis Line Behavioral Health Technician (BHT) provides immediate support, guidance, and de-escalation to individuals experiencing emotional distress or crisis through call or text messaging services. Using active listening, empathy, and evidence-based techniques, the BHT helps texters manage difficult emotions, develop coping strategies, and, when necessary, connect them to appropriate resources for further help. The role requires strong communication skills, quick critical thinking, and the ability to remain calm under pressure. BHTs work closely with crisis teams to ensure timely and effective interventions, always maintaining confidentiality and professionalism.
Essential Duties and Responsibilities include the following. Other duties may be assigned to meet Consumer and agency needs.
· Respond to incoming calls/text messages from individuals in crisis, offering emotional support, de-escalation, and guidance.
· Use active listening and empathetic communication to assess the severity of the crisis and the clients emotional state.
· Employ crisis intervention techniques, including problem-solving, validation, and emotional regulation strategies.
· Evaluate Caller/texter’s safety and assess the risk of harm to themselves or others (e.g., suicide or self-harm risk).
· Maintain confidentiality and adhere to data protection policies in all communications and documentation.
· Provide referrals to external resources such as mental health services, community support, or emergency intervention based on the texter’s needs.
· Offer information on coping strategies and relevant tools to manage crisis situations.
· Work closely with other crisis intervention teams, including crisis workers, to coordinate responses to high-risk situations.
· Communicate with supervisors and team members to ensure proper escalation and management of high-priority cases.
· Manage personal emotional resilience and mental well-being, using debriefing opportunities and self-care strategies.
· Participate in regular supervision, training, and team meetings to enhance skills and ensure compliance with best practices.
· Follow organizational guidelines, policies, and protocols related to crisis intervention, including ethical and legal standards.
· Remain up-to-date on mental health best practices and intervention techniques through ongoing training and education.
· Monitor Safety Plan Call-In Checklist and coordinate services with Crisis teams.
· CSU Bed Checks, if applicable.
Qualification Requirements:
· Must work well in a team environment.
· Work with staff, consumers and others in a professional, cooperative, ethical, respectful and effective manner.
Education and/or Experience: Must pass Criminal Investigation Background and DHHR Background checks as well as post offer drug screen. Must have a high school diploma or GED. Must have a valid ID.
Physical Requirements: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances.
Employee/Applicant Acceptance:
The above information reflects a general description of this position’s primary functions. Specific tasks, duties and responsibilities are assigned by the Program Director to meet the needs of the specific program or changes in operation or program mission. The duties will be carried out in a setting that values integrated care, physical and mental wellbeing. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential duties of the position.
I have read and understand the job description of Behavioral Health Tech and by my signature below agree that I can perform these duties as described above. I further understand that this job description is not an employment contract and is subject to change at the discretion of Westbrook Health Service.
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