MiCAL Crisis Specialist
On-siteKalamazoo, Michigan, United States
Job Summary
Respond to incoming contacts via phone, chat, and text from individuals experiencing crisis, distress, or seeking support. Conduct suicide risk assessments, safety planning, and de-escalation using trauma-informed techniques while identifying high-risk situations. Connect callers to community resources, behavioral health services, and mobile crisis teams. Document all interactions in designated crisis management systems and adhere to clinical protocols and confidentiality regulations. Work in a 24/7 contact center environment with flexible shifts including evenings, weekends, and overnights. Must be a Michigan resident and complete required crisis intervention training.
Required Qualifications
- High School Diploma or equivalent
- Ability to successfully complete required crisis intervention training (provided)
- Availability to work flexible shifts, including evenings, weekends, and/or overnights in a 24/7 environment
- Certified Crisis Specialist (or ability to be certified within 1 year of hire)
- Must be a resident of the State of Michigan
Desired Qualifications
- Associate or Bachelor's degree in Human Services, Psychology, Social Work, or related field
- Experience in crisis intervention, behavioral health, contact centers, or human services
- Familiarity with 988 or crisis line services
- Strong interpersonal and communication skills with ability to build rapport quickly
- Ability to remain calm and make sound decisions in high-pressure situations
- Skills in active listening, empathy, and conflict resolution
- Ability to work effectively with individuals from diverse backgrounds
- Strong organizational and multitasking skills in a fast-paced environment
- Basic computer proficiency and ability to learn crisis documentation systems
- Ability to work independently while also functioning as part of a team
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