Crisis Hotline Specialist
Alliance Healthcare Services
Crisis Hotline Specialist
The Crisis Hotline Specialist has the responsibility to provide therapeutic telephonic services to individuals who are experiencing a mental health crisis. This person will also provide administrative support and referrals for community partners and will ensure appropriate documentation is in EHR and on the Whiteboard.
Education Requirement: Bachelor's degree in Psychology, Human Services or related discipline from an accredited University. Or Minimum of 5-6 years of relevant experience in customer service, crisis response, or support roles may be considered in lieu of formal education
Experience Requirement: Experience working in a mental health or crisis setting. Mental health or crisis experience preferred.
Licensure/Certification Requirement: None
Key Job Responsibilities:
- Answers the phone on the first ring using the appropriate greeting.
- Conducts telephone crisis assessment of callers to determine appropriate crisis response.
- Documents caller and response information in the EHR and whiteboard.
- Verifies patient's insurance in Passport and upload findings into the EHR.
- Enroll client in Behavioral Health Safety Net and Cover RX as indicated.
- Ensure the information regarding all requests for assessments is passed on to the Dispatch Specialist.
- Provide "warm line" services to individuals calling in to access crisis services when appropriate and make referrals to other agencies when indicated.
- Utilizes Therapeutic Options and Safe Clinch to deescalate and prevent aggressive outbursts.
- Reports downstairs to greet walk-in clients to escort the client upstairs to initiate services.
- Participate in all required trainings.
- Read work email every business day.
- Abide by the policies and procedures as outlined in the Policy and Procedure Manual.
Knowledge/Skills/Abilities:
- This person must be able to work effectively in a crisis service delivery setting, exemplify problem solving skills, formulate appropriate crisis intervention response, demonstrate self-motivation, and possess excellent communication skills and the ability to work well with others.
- This person must contribute to a professional, healing, and restorative environment.
Personal Relationships: In order to appropriately accomplish his/her duties, the person occupying this position will be required to maintain effective relationships with Crisis frontline staff, Crisis Managers, and the clients of Alliance Healthcare Services.
$850 - $1,200 per week
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