Job Description
For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.
SUMMARY STATEMENT OF POSITION
The Core Training Facilitator is responsible for the facilitation and delivery of core training for Crisis Contact Center staff, including voice, chat, and text services. This role ensures that all new hires and transitioning staff are equipped with the knowledge, skills, and confidence to deliver high-quality, trauma-informed, and policy-compliant crisis intervention services. The Core Training Facilitator leads engaging, structured learning experiences that reinforce core philosophies, clinical frameworks, and 988 standards, while promoting consistency, fidelity, and readiness for live service delivery. This position plays a critical role in workforce preparedness and overall service quality. PRIMARY DUTIES
Training Facilitation & Delivery:
Facilitate core training for Crisis Workers across voice, chat, and text modalities. Deliver training on crisis intervention models, suicide prevention, de-escalation techniques, and trauma-informed care. Lead instruction on 988 policies, procedures, documentation standards, and platform navigation. Ensure trainees demonstrate understanding of risk assessment, safety planning, and appropriate intervention practices Curriculum Implementation:
Deliver standardized training curriculum with fidelity to organizational and 988 network expectations. Reinforce core philosophies, including person-centered care, cultural humility, and ethical practice. Integrate real-world scenarios, role plays, and applied learning exercises to strengthen skill development. Assessment & Readiness:
Evaluate trainee performance through observation, skills assessments, and knowledge checks. Provide timely, constructive feedback to support skill acquisition and readiness for live queue work. Partner with leadership to determine trainee progression, additional support needs, or remediation plans. Collaboration & Continuous Improvement:
Collaborate with Quality Assurance, Coaching, and Operations teams to align training with performance expectations and emerging needs. Incorporate feedback, trends, and data into training delivery to improve outcomes and effectiveness. Support updates to training content based on changes in 988 guidelines, internal protocols, or system enhancements. Professional Standards:
Model professionalism, emotional intelligence, and trauma-informed engagement at all times. Maintain up-to-date knowledge of crisis intervention best practices, adult learning strategies, and 988 requirements. Support a learning environment that is inclusive, psychologically safe, and responsive to diverse learning needs. ESSENTIAL COMPETENCIES
Facilitation Excellence:
Engages learners through dynamic instruction and adapts delivery to meet varied learning styles. Clinical & Operational Knowledge:
Demonstrates a strong understanding of crisis intervention practices and contact center workflows Communication Skills:
Clear, confident, and effective in both verbal and written communication. Assessment & Coaching Mindset:
Provides actionable feedback and supports learner growth. Adaptability:
Responds effectively to evolving training needs, policies, and service demands. Collaboration:
Works cross-functionally to ensure alignment between training, quality, and operations. QUALIFICATIONS
Bachelor's degree in Education, Adult Learning, Human Services, Social Work, Psychology, or a related field (Master's preferred). Minimum of 2 years of experience in adult learning, training facilitation, or workforce development. Demonstrated experience facilitating instructor-led training in a structured environment. Experience in behavioral health, crisis intervention, suicide prevention, or related human services field. Demonstrated understanding and application of adult learning principles and ability to engage diverse learners. WORK HOURS/SITE
This is a virtual position; however, for local to Oakton, Virginia residents, physical office space is available and requires 40 hours per week. May require schedule flexibility to support training across multiple shifts or cohorts. NOTE:
Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. Due to the nature of this work and employees should expect to be scheduled in response to the current crisis center needs. The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position. Ready to Join Our Mission? If you're passionate about helping people achieve mental wellness, we encourage you to apply! HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion. 'Where Hope Meets Help.' We are unable to hire in the following states: California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming
