Crisis Service Specialist-Front Desk

Oakland Community Health Network•Pontiac, MI

3d•$21 - $26•Onsite

About The Position

The Crisis Service Specialist – Front Desk works under the direct supervision of the Crisis Service Supervisor and serves as the initial point of contact for individuals arriving at the Resource and Crisis Center (RCC). The specialist greets individuals with empathy and professionalism, facilitates timely warm transfers to appropriate crisis services, and provides crisis intervention support when needed. The role helps maintain a safe, welcoming, and trauma-informed environment while coordinating communication among internal teams and community partners. This is an on-site position scheduled for three 12-hour shifts per week, from 7:00 a.m. to 7:30 p.m., including rotating weekends and holidays. The specialist works primarily in a crisis center environment and must be available for meetings and events that may occur outside standard office hours.

Requirements

Associate degree in human services, such as psychology, social work, or a related field.
At least one year of experience working in a behavioral health, hospital, or human service setting, directly engaging with individuals experiencing behavioral health or substance use concerns.
BLS training.
Recipient Rights training.
Crisis intervention training.
Trauma-informed care training.
Interpersonal skills.
Strong organizational skills.
Data analysis and strategic planning skills.
Strong written and oral communication skills.
De-escalation and conflict-resolution skills.
Clinical knowledge of mental health and suicide prevention.
Strong time-management skills.
Knowledge of HIPAA, Microsoft 365, Recipient Rights, the Mental Health Code, and the Medicaid Manual.
Ability to complete all physical requirements of the job, with or without reasonable accommodation.

Nice To Haves

Bachelor's degree in human services, such as psychology, social work, or a related field.
Previous experience in a clerical or administrative support role within a crisis setting.
Experience working with electronic health records.
Customer service experience.
Data-entry experience.
Crisis de-escalation experience.
Experience working with adults with severe mental illness, substance use disorder, or intellectual/developmental disabilities.
Experience working with children with serious emotional disturbance.

Responsibilities

Greet individuals arriving at the Resource and Crisis Center with warmth, empathy, and professionalism, using a trauma-informed and HIPAA-compliant approach.
Collect and accurately document demographic and service-related information, including name, date of birth, age, sex, arrival time, requested service, mode of arrival, and transition time to service.
Facilitate timely communication between crisis departments so individuals are connected to appropriate services without delay.
Use evidence-based crisis intervention techniques to de-escalate individuals experiencing emotional or behavioral distress.
Answer incoming phone calls and route them to the appropriate internal or external entity.
Maintain a clean, organized, and welcoming lobby.
Collaborate with community partners, including law enforcement and medical personnel, to support individuals in crisis.
Communicate known or suspected security concerns, including contraband, threats, or behavioral risks, to relevant crisis departments.
Guide and manage safety efforts, including overhead pages and facilitating lobby evacuations.
Assist individuals in accessing community resources such as shelters, transportation, and other basic needs.
Monitor, restock, and distribute resources and supplies designated for persons served.
Participate in team meetings, scheduled supervision, and collaborative planning with supervisors and colleagues.
Complete required agency training in a timely manner.
Complete basic vital-sign checks.
Perform other duties as assigned to support the mission and operations of the RCC.