Specialist, Crisis Hotline (3pm-11pm)

Signature Health • Painesville, OH

2d • Onsite

About The Position

Signature Health provides integrated healthcare for community members, specializing in patients with mental illness and/or addiction. The Specialist, Crisis Hotline is the first point of contact for people experiencing mental health crises or emotional distress, or seeking support for themselves or someone else. The role provides crisis intervention, emotional support, risk screening, and referrals by phone, chat, and/or text, helping callers access immediate support through de-escalation, safety planning, or connection to appropriate services. The position reports to the Program Manager, Crisis Management.

Work is generally performed on-site. The position requires evening flexibility and extended hours, and may involve exposure to patients experiencing agitation and potential disruptive or aggressive behavior. Employees must comply with the annual influenza vaccination policy; medical or religious exemption requests may be submitted for review but are not guaranteed approval. Signature Health is a drug-free workplace, and applicants must pass a pre-employment drug screen after receiving a conditional offer.

Requirements

• High school diploma required.
• Ability to perform the essential functions of the position satisfactorily, with reasonable accommodations available upon request absent undue hardship.
• Adequate hearing to communicate with clients or patients in person, by telephone, or through telehealth technology.
• Adequate speaking ability to communicate with clients or patients in person, by telephone, or through telehealth technology.
• Visual acuity adequate for job duties, including reading printed materials and computer screens.
• Sufficient dexterity to operate a PC and other office equipment.
• Ability to work evenings and extended hours.
• Ability to comply with the annual influenza vaccination policy, subject to the stated exemption review process.
• Successful completion of a pre-employment drug screen following a conditional job offer.

Nice To Haves

• Qualified Behavioral Health Specialist (QBHS) designation preferred.
• Prior experience in customer service, crisis intervention, social services, or behavioral health strongly preferred.

Responsibilities

• Answer incoming crisis hotline calls, texts, and chats professionally and empathetically.
• De-escalate individuals in crisis using active listening, validation, and problem-solving techniques.
• Assess crisis severity, including screening for risk of harm to self or others, and respond accordingly.
• Collaborate with emergency responders, clinicians, and community resources when necessary.
• Conduct risk determinations using standardized tools and guidelines.
• Refer callers to mental health services, community resources, and emergency services as needed.
• Maintain knowledge of local, state, and national mental health resources.
• Accurately document calls, interventions, and referrals in the electronic health record or crisis documentation system.
• Follow HIPAA, confidentiality, and ethical guidelines.
• Participate in required training, supervision, and professional development.
• Perform other job-related assignments as requested by a supervisor or the company.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) match
• HealthJoy, a no-cost online medical and mental health resource available on Day 1
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program for eligible roles
• Professional Development Support

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED