Crisis Specialist

Crisis Specialist Gryphon Place Kalamazoo, Michigan, United States About this position Description: Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We're committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you're looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive. STATEMENT OF THE JOB The Crisis Specialist provides crisis intervention, emotional support, and resource connection to individuals contacting the Michigan Crisis Access Line (MiCAL), including the 988 Suicide & Crisis Lifeline. Services are delivered via phone, chat, text, and other electronic communication methods in a 24/7 contact center environment. This role is responsible for assessing risk, de-escalating crisis situations, and connecting individuals to appropriate supports using trauma-informed, person-centered approaches. Crisis Specialists serve as a critical first point of contact within Michigan’s behavioral health crisis system and play a key role in ensuring safe, effective, and compassionate care. We are hiring three (3) Full-Time and nine (9) Part-Time positions. 1st, 2nd, and 3rd shift available for all! Weekend availability is a must. ESSENTIAL DUTIES AND RESPONSIBILITIES Crisis Intervention & Risk Assessment Respond to incoming contacts (calls, chats, texts) from individuals experiencing crisis, distress, or seeking support. Conduct suicide risk assessments and safety planning in accordance with established clinical protocols. Provide emotional support, de-escalation, and stabilization using trauma-informed techniques. Identify and respond appropriately to high-risk situations, including imminent risk, following escalation procedures. Information, Referral & Care Coordination Provide accurate information and referrals to community resources, behavioral health services, and crisis support systems. Connect individuals to local services, including mobile crisis, emergency services, or ongoing care as appropriate. Support continuity of care by documenting and facilitating appropriate follow-up when required. Documentation & Systems Use Accurately document all interactions in the designated data and crisis management systems. Maintain clear, thorough, and timely records that reflect risk assessment, interventions, and outcomes. Utilize multiple technology platforms to manage contacts, referrals, and service delivery. Adherence to Protocols & Standards Follow all clinical protocols, workflows, and escalation procedures for crisis response. Maintain compliance with confidentiality, recipient rights, and all applicable regulations and policies. Demonstrate consistent adherence to MiCAL, 988, and organizational service standards. Requirements: EDUCATION AND EXPERIENCE Required: 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 Preferred: 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 KNOWLEDGE / SKILLS / ABILITIES 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 WORK ENVIRONMENT This position operates in a 24/7 crisis contact center environment. Staff are expected to work assigned shifts, which may include evenings, overnights, weekends, and holidays. Work may be performed on-site or remotely, depending on program needs and eligibility. Gryphon Place provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. EOE. This job description is representative. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments. #J-18808-Ljbffr Gryphon-Place