Team Lead, Crisis Hotline Specialist

Signature Health•Painesville, OH

7d•Onsite

About The Position

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can do mindset, then Signature Health is the best place for the next step in your rewarding career. As a full-time employee, you will have access to the following employer/employee paid benefits: Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more Robust earned paid time off program (PTO) Federal Loan Forgiveness Program (available on eligible roles) Professional Development Support SCOPE OF ROLE Reporting to the Program Manager, Crisis Management, the Team Lead, Crisis Hotline Specialist will serve as the first point of contact for individuals experiencing mental health crises, emotional distress, or seeking support for themselves or a loved one. The Team Lead, Crisis Hotline Specialist will provide crisis intervention, emotional support, risk screening, and resource referrals via phone, chat, and/or text. Team Lead, Crisis Hotline Specialist ensures callers receive the immediate help they need, through de-escalation, safety planning, or connection to appropriate services. The Team Lead, Crisis Hotline Specialist will support and assist other Crisis Hotline Specialist team members including case consultation/review, guidance during phone calls, scheduling of shifts, coverage for call-offs, and other relevant duties to ensuring Crisis Hotline performs optimally.

Requirements

High School Diploma required.
Minimum 1 year service crisis intervention experience required.
Demonstrated ability supporting crisis team and department needs.
Demonstrated strong communication skills.

Nice To Haves

Qualified Behavioral Health Specialist (QBHS) designation preferred.
2 years preferred (crisis intervention experience).

Responsibilities

Answer incoming crisis hotline calls, texts, and chats with professionalism and empathy.
De-escalate individuals in crisis using active listening, validation, and problem-solving techniques.
Determine the severity of a crisis, including screening for the 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.
Provide callers with appropriate referrals to mental health services, community resources, and emergency services when needed.
Maintain knowledge of local, state, and national mental health resources.
Accurately document all calls, interventions, and referrals in the electronic health record (EHR) or crisis documentation system.
Adhere to all HIPAA, confidentiality, and ethical guidelines.
Participate in required training, supervision, and professional development.
Assist Program Manager with training and onboarding for new Crisis Hotline Specialists.
Assist with shift coverage if Crisis Hotline Specialist is unable to be available.
Encourage, monitor, and follow-up on client engagement experiences to ensure needs are being met.
Participate in community outreach and networking to promote program engagement and connection with community.
Conduct or co-facilitate team meetings to share updates to ensure policy and procedure measures are being followed.
Other duties as assigned.