Specialist, Crisis Hotline (3pm-11pm)

Signature Health Inc • Painesville, OH

2d • Onsite

About The Position

The Specialist, Crisis Hotline serves as the first point of contact for people experiencing mental health crises or emotional distress, or seeking support for themselves or a loved one. The role provides crisis intervention, emotional support, risk screening, and referrals by phone, chat, and/or text. It supports callers through de-escalation, safety planning, and connection to appropriate services. The position reports to the Program Manager, Crisis Management.

Work is generally performed on-site and includes potential exposure to patients experiencing agitation, which may increase the risk of disruptive or aggressive behavior. The role requires flexibility to work evenings and extended hours, along with periods of sitting, standing, telephone, and computer work. 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 receiving a conditional offer must pass a pre-employment drug screen.

Requirements

• High school diploma required.
• Prior experience in customer service, crisis intervention, social services, or behavioral health is strongly preferred.
• Flexibility to work evenings and extended hours is required.
• Ability to meet the stated hearing, speaking, vision, physical-effort, and dexterity requirements, including occasional unassisted lifting and carrying of items up to 15 pounds.
• Compliance with the annual influenza vaccination policy; exemption requests are subject to review and are not guaranteed approval.
• Successful completion of a pre-employment drug screen after receiving 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 people in crisis through active listening, validation, and problem-solving.
• Assess crisis severity, including screening for risk of harm to self or others, and respond appropriately.
• Collaborate with emergency responders, clinicians, and community resources when needed.
• Conduct risk determinations using standardized tools and guidelines.
• Refer callers to mental health services, community resources, and emergency services as appropriate.
• Maintain knowledge of local, state, and national mental health resources.
• 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.

Benefits

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

What This Job Offers

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