[Hiring] Crisis Support Specialist @Healthsource Integrated Solutions Inc

Role Description

Under the supervision of a Crisis Communications Program Manager, Crisis Support Specialists (CSS) provide crisis and suicide intervention, brief supportive counseling, care coordination, and information and referral services over the phone and via text/chat for individuals, families, and agencies seeking assistance. As part of the clinical team, CSSs respond to incoming and scheduled outgoing contacts in a timely and compassionate manner, ensuring all interactions meet contractual obligations and program metrics. CSSs are responsible for assessing immediate needs, providing direct care, and ensuring appropriate follow-up care or referrals to support safety and well-being.

• Respond to calls, chats, and texts (988 Suicide & Crisis Lifeline and local crisis lines) in a compassionate and professional manner with a trauma sensitive lens.
• Collaborate with individuals in crisis, their family members, and relevant treatment team members (internal and external) to support treatment and recovery.
• Deliver person-centered services aimed at promoting skills for coping with and managing behavioral health symptoms, with a focus on recovery and resilience.
• Facilitate the use of natural supports and community resources to enhance recovery and resilience.
• Assess strengths, identify needs and barriers, and address obstacles related to an individual's crisis and short-term goals.
• Provide supportive services such as education, counseling, problem-solving, role modeling, referral, advocacy, and crisis intervention.
• Coordinate and facilitate appropriate referrals to community services, including behavioral health and substance use services.
• Ensure adherence to all procedures and protocols for the specific service queue (text/chat, crisis calls, or care coordination).
• Remain prepared to respond promptly and professionally to service requests throughout scheduled shifts.
• Collaborate with Certified Community Behavioral Health Clinics (CCBHCs), hospitals, and other providers to address the needs of individuals served.
• Conduct follow-up communications (calls, texts, or chats) to provide postvention support following initial service contact.
• Complete all required documentation accurately and in a timely manner.
• Maintain current knowledge of all agency and program trainings, completing them as required.
• Adapt to shifting work priorities and thrive in a fast-paced environment, while maintaining professionalism and a positive attitude.
• Uphold confidentiality and privacy according to Health Information Portability and Accountability Act (HIPAA) standards.
• Promote healthy relationships, professional boundaries, ethical practices, and a kind demeanor both in the workplace and as a public representative of the organization.
• Demonstrate the ability to work effectively within a team and independently when necessary.
• Perform any additional duties as assigned to support the organization's mission and objectives.

Qualifications

• Bachelor’s degree in social work, human services, or a related field; equivalent relevant experience may also be considered.
• A minimum of two (2) years of experience providing person-centered support services.
• Proficiency with computers and prior experience using technology independently in a professional setting.
• Strong verbal and written communication skills, organizational abilities, and interpersonal skills, especially in working with diverse populations.
• Demonstrates excellent customer service abilities.
• Ability to quickly learn and navigate new technologies, including software programs and phone systems.
• Demonstrates ability to work independently as well as collaboratively with others.
• Capable of maintaining effective and cooperative working relationships with both internal and external stakeholders, aligned with HealthSource’s mission.
• Displays a positive and proactive attitude towards navigating change and overcoming challenges in a dynamic work environment.
• Ability to prepare and submit detailed, accurate reports to the Department of Child and Families (DCF) in accordance with established guidelines and deadlines.
• Must pass all required background checks successfully.

Requirements

• One (1) year of experience working in a Certified Community Behavioral Health Clinic (CCBHC) or Community Mental Health Center (CMHC).
• Previous experience providing crisis intervention services (minimum one (1) year).
• International Council for Helplines (ICH) Crisis Helpline Specialist Certification within 12 months of hire.

Benefits

• Flexible scheduling options to promote a healthy work-life balance.
• Fully remote work capabilities.
• HealthSource covers 65% of health and dental insurance premiums.
• Employees receive 6 paid holidays, 4 floating holidays, and additional paid time off.
• Eligibility to participate in our 401k matching program after one year of employment.
• Unlimited access to trainings and continuing education units (CEUs) through our Learning Management System, Relias.
• HealthSource covers the costs for obtaining the ICH Crisis Helpline Specialist Certification.
• A variety of other benefits are offered and can be found in the Employee Handbook.
• Opportunities for career advancement within the organization.
• Additional benefits are available and outlined in the Employee Handbook.