Crisis & Referral Specialist

Helpline Support Specialist

Responsible for screening, assessing, training, and providing telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action. Primary duties may include, but are not limited to: Takes inbound calls, texts and chats from individuals needing support, services, or who may be in crisis. Performs safety screenings and assessments to discern presence and acuity of risk to the safety of the individual or others. Uses information provided by the caller and obtained during the screenings and assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual. Completes appropriate, timely, and accurate documentation of interactions in accordance with established criteria. Provides linkage follow-up as directed to assure individual accessed services. Coordinates with other agencies, organizations and individuals to insure optimal use of resources, services and natural support systems. Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations. Requires a HS diploma or the equivalent and a minimum of 1 year of experience in behavioral health or a minimum of 6 months of direct crisis experience to include screenings and assessments to determine appropriate interventions; or any combination of education and experience which would provide an equivalent background. BS/BA degree in a mental health or other human services field and two years of experience working directly with individuals in need of behavioral health services strongly preferred. Certain contracts require a BS/BA degree. Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.