Crisis Services Core Training Facilitator
About The Position
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. 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.
Requirements
- 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.
Nice To Haves
- Master's degree
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Benefits
- Equal Opportunity Employer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
