Crisis Specialist I (54738)

POSITION SUMMARY:

The Crisis Access Specialist I serves as the primary point of entry for individuals seeking mental health, substance use, developmental disability, or crisis-related services through a 24-hour access program and as part of the 988 Suicide and Crisis Lifeline network. This position is a key component of the organization’s crisis continuum of services, functioning as an access, triage, and coordination point that supports timely connection to appropriate levels of care. The role responds across phone, chat, and text platforms; conducts standardized safety and risk screenings; provides crisis intervention and de-escalation; and identifies appropriate next steps within established protocols, utilizing supervisory consultation as indicated. Crisis Access Specialists facilitate timely connections to internal services and community resources to ensure accurate, compassionate, and effective responses. The position operates under established decision trees and supervisory consultation for high-risk or complex situations. After completion of training, this position is typically eligible for a remote or hybrid work arrangement, with periodic on-site responsibilities as needed.

DUTIES AND RESPONSIBILITIES:

• Serve as the initial access point for individuals seeking services, including responding to crisis and non-crisis inquiries and routing within the service continuum per established protocols.
• Respond to incoming calls, texts, and chats with empathy, professionalism, and cultural humility.
• Provide emotional support, active listening, crisis intervention, and de-escalation to individuals experiencing distress.
• Conduct scheduled follow-ups as required by protocol to support engagement, safety, and continuity of care.
• Conduct standardized safety and risk screenings, including suicide risk and other safety concerns, in accordance with established protocols.
• Complete collaborative safety planning when appropriate and escalate imminent-risk, high-risk, or complex situations to supervisory/clinical leadership per protocol.
• Screen presenting concerns and identify appropriate next steps within established protocols, including referral to internal services or external community resources.
• Coordinate and/or schedule intakes, follow-up appointments, and referral processes for new service requests, including faxed or emailed referrals.
• Verify insurance coverage, collect required intake and administrative information, and scan/upload relevant documents to the EHR.
• Maintain an updated regional resource list and assist individuals seeking information or referrals to external resources.
• Maintain working knowledge of available crisis, behavioral health, and community-based services to support effective care coordination.
• Accurately document all contacts in designated electronic systems within required timeframes and in accordance with applicable agency, state, federal, and 988 Lifeline requirements.
• Maintain confidentiality and adhere to ethical, professional, and legal standards.
• Support continuity of care by facilitating effective coordination across services within the crisis continuum.
• Participate in required training, supervision, coaching, and quality improvement activities.
• Demonstrate sound judgment and calm decision-making during high-stress and emotionally intense situations.
• Support 24-hour program operations by assisting with schedule coverage as needed.
• Perform other related duties as assigned within the scope of training and role.