MiCAL Crisis Specialist
About The Position
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!
Requirements
- 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
- 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
Nice To Haves
- 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
Responsibilities
- 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.
- 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.
- 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.
- 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.
Benefits
- Flexible scheduling
- Strong focus on work-life balance
- Free medical benefits for you
- Additional healthcare options
- Employer contributions to your retirement plan
- Paid holidays
- Generous paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
