Specialist, Crisis Hotline (3pm-11pm)

Answer incoming crisis hotline calls, texts, and chats with professionalism and empathy, providing crisis intervention, emotional support, risk screening, and resource referrals. De-escalate individuals in crisis using active listening, validation, and problem-solving techniques while determining the severity of the situation and conducting risk determinations using standardized tools. Collaborate with emergency responders, clinicians, and community resources when necessary, and provide callers with appropriate referrals to mental health services and emergency services. Accurately document all calls, interventions, and referrals in the electronic health record or crisis documentation system while adhering to HIPAA, confidentiality, and ethical guidelines. Participate in required training, supervision, and professional development. Work evenings and extended hours on-site, with flexibility to handle potential exposure to patients experiencing agitation.