Crisis & Referral Specialist

Job Description

Role Title: Crisis Intervention Specialist (Helpline)

Assignment Dates: July 20, 2026 - January 22, 2027

Work Location: Virtual (Nevada residents only)

Work Environment: 24/7 Call Center

Pay Rate: $29/hr - $31/hr


Role Overview

The Crisis Intervention Specialist provides telephonic, chat, and text-based support to individuals seeking services or experiencing crisis. Using established protocols, the specialist conducts safety screenings, risk assessments, crisis de-escalation, and intervention planning to determine the most appropriate immediate course of action. The role requires strong emotional composure, excellent communication skills, and the ability to manage high-stress interactions.


Key Responsibilities

• Inbound Crisis Support - Respond to incoming calls, chats, and texts from individuals seeking support or experiencing crisis.
• Safety Screenings - Conduct risk and safety assessments to determine presence and acuity of danger to self or others.
• Crisis Intervention - Use assessment findings to collaboratively develop an immediate action plan tailored to the individual's needs.
• Documentation - Complete timely, accurate, and compliant documentation of all interactions.
• Follow-Up Coordination - Provide linkage follow-up to ensure individuals access recommended services.
• Resource Collaboration - Coordinate with agencies, organizations, and natural support systems to optimize service delivery.
• Regulatory Compliance - Maintain adherence to HIPAA, OSHA, and all applicable federal, state, and local regulations.

Required Qualifications

• High school diploma or equivalent.
• Minimum 1 year of behavioral health experience , or
• Minimum 6 months of direct crisis experience , including screenings and assessments.
• Equivalent combinations of education and experience considered.

Preferred Qualifications

• BS/BA in mental health or human services strongly preferred.
• Two years of direct experience supporting individuals with behavioral health needs.
• Some contracts require a BS/BA degree.

Technical Skills

• Microsoft Outlook , Word , Teams - required.
• OneNote - preferred.
• Experience in a call center environment is a plus.

Core Competencies

• Crisis intervention and de-escalation
• Safety planning
• Ability to remain calm during emotionally intense conversations
• Skilled at navigating difficult personalities and high-stress interactions

Location Requirements

• Workers may live anywhere in Nevada , including outside the 50-mile Pulse Point radius.
• Exception:
  • Individuals living within 50 miles of the Russell St. office (Las Vegas)
  • AND working the 8:00 AM - 4:30 PM shift
  • Must report onsite 2 days per week per State of Nevada contract.
• All other shifts are fully remote.

Training Schedule

• First 4 weeks : Virtual training, Monday-Friday, 8:00 AM-4:30 PM .
• No onsite attendance required during training.
• After training, workers transition to their assigned shift.

Work Schedule

• The call center operates 24/7 .
• Shifts vary across all hours and days.
• Some shifts require both weekend days ; others require one weekend day .
• Pay differentials apply for certain shifts.