[Hiring] Crisis Call Specialist @Crisis Connections

Role Description

As a 988 Crisis Call Specialist, you’ll play a vital role in providing life-saving emotional support to individuals experiencing mental health crises—right when they need it most.

In this role, you will be a trusted voice for individuals reaching out via the phone, offering hope, connection, and practical support during moments of distress. Our approach centers dignity, respect, and non-judgment—meeting people where they are and helping them move toward safety and stability.

What You’ll Do

• Provide empathetic, nonjudgmental crisis intervention via phone.
• Conduct suicide risk and behavioral health assessments and support de-escalation.
• Collaborate with on-shift clinicians to ensure safety when higher-level intervention is needed.
• Develop safety and action plans with individuals in crisis.
• Connect callers to appropriate community resources and crisis response partners.
• Accurately document interactions in the electronic health record.
• Follow established 988 Lifeline protocols and performance standards.
• Contribute to shared team goals for response times, availability, and quality care.

Qualifications

• High school diploma or GED plus four (4) years of full-time behavioral health experience, or a combination of education and experience (Bachelor’s degree + 1 year Behavioral Health experience, Associate degree + 2 years Behavioral Health experience).
• Strong verbal and written communication skills.
• Ability to multitask across multiple software platforms in a fast-paced environment.
• Ability to remain focused and grounded during emotionally intense conversations.
• Agency Affiliated Counselor (AAC) credential required by the end of the probationary period. Applications must be submitted within 30 days of hire. Crisis Connections will reimburse the cost of obtaining the credential.
• Crisis intervention or suicide prevention experience.
• Behavioral health or contact center experience.

Requirements

• Must reside in Washington, Arizona, Ohio, or Texas.
• Reliable high-speed internet (wired connection required; no hotspots or satellite).
• Smartphone capable of using Microsoft Multi-Factor Authentication (MFA).
• Quiet, private workspace suitable for confidential conversations.
• Ability to sit and use a headset for extended periods.
• A brief computer skills assessment is required as part of the hiring process. Accommodations are available upon request.

Benefits

• Pay rate: $26.79/hour + $2/hr. shift differential.
• This is a union-represented (OPEIU) role.

Company Description

Crisis Connections believes that every person deserves compassionate, accessible support during their most difficult moments. We are committed to diversity, equity, and inclusion, valuing lived experience and welcoming applicants from all backgrounds. BIPOC individuals, people with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.