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 looking to fill for Full-Time and Part-Time positions. 1st, 2nd, and 3rd shift available for all!

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.

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

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