Crisis & Referral Specialist

Elevance Health•Atlanta, GA

1d•Remote

About The Position

The Crisis & Referral Specialist screens and assesses helpline callers, provides training and telephonic intervention or de-escalation using established protocols, and determines an immediate course of action. The role handles inbound calls, texts, and chats from people seeking support or services or experiencing a crisis. It conducts safety screenings and assessments, collaborates with individuals to understand their needs and develop action plans, documents interactions, and follows up on service linkages. The specialist also coordinates with agencies, organizations, individuals, and natural support systems, and ensures compliance with HIPAA, OSHA, and applicable federal, state, and local regulations. Candidates must reside in Georgia. The position is virtual full-time except for required in-person training sessions, and candidates must be within a reasonable commuting distance of the posting location(s), unless an accommodation is granted as required by law. The operation runs 24 hours a day, seven days a week, including weekends and holidays, and hires for all shifts. Training is Monday through Friday, 10:00 a.m. to 6:30 p.m. EST.

Requirements

High school diploma or equivalent.
At least one year of behavioral health experience, or at least six months of direct crisis experience that includes screenings and assessments to determine appropriate interventions; an equivalent combination of education and experience may also qualify.
Must reside in Georgia.
Must be within a reasonable commuting distance of the posting location(s), unless an accommodation is granted as required by law.

Nice To Haves

Bachelor’s degree in a mental health or other human services field and two years of experience working directly with individuals in need of behavioral health services.
Call center experience.
Crisis experience.

Responsibilities

Take inbound calls, texts, and chats from individuals seeking support or services or experiencing a crisis.
Perform safety screenings and assessments to determine the presence and acuity of risk to the individual or others.
Use information provided by callers and gathered through screening and assessment to understand their needs and collaborate on a plan of action.
Complete timely and accurate interaction documentation in accordance with established criteria.
Provide linkage follow-up as directed to ensure individuals accessed services.
Coordinate with agencies, organizations, and individuals to support optimal use of resources, services, and natural support systems.
Ensure compliance with HIPAA, OSHA, and applicable federal, state, and local regulations.