Crisis Support Specialist

The Crisis Support Specialist provides immediate, compassionate, and professional support to individuals experiencing emotional distress, behavioral health crises, or urgent mental health needs. This role involves responding to crisis calls, texts, and chats by conducting risk assessments, de-escalating situations, and ensuring safety through active listening, crisis intervention, and problem-solving techniques. Interactions must be in compliance with organizational and regulatory standards. Team members work in a fast-paced, 24/7 environment and are critical to ensuring timely, person-centered support for individuals in crisis.

• Screen and assess individuals and families who are experiencing a crisis via call, chat or text. Complete assessments to determine risk and facilitate safety planning. May use knowledge to provide referrals to community-based resources. When clinically appropriate coordinate with mobile crisis providers to dispatch services into the community. Coordination with emergency responders when there is imminent risk to an individual. (75%)
• Complete follow up calls post crisis to ensure individuals and families are connected to resources in the community. (15%)
• Meet key performance indicators and service standards while showing compassion to individuals and families per Magellan’s values and mission. Complete assigned trainings, participate in supervision and other duties as assigned. (10%)

The job duties listed above are representative and not intended to be all-inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description.

Other Job Requirements

Responsibilities

High school diploma plus four years of work experience in social work, mental health or related field OR associate's degree plus two years of work experience in social work, mental health or related field.
Excellent communication skills.
Professional demeanor and ability to build rapport with callers.
Ability to support and provider crisis intervention resources to individuals in emotional distress.
Strong sense of empathy and ability to maintain ethical boundaries and confidentiality in high stress environment.
Critical thinking and problem-solving skills.
Typing at a minimum of 40 wpm.
Ability to navigate several computer systems simultaneously.
Ability to attend and successfully complete 200 plus hours of training. Training covers telephonic customer service, crisis intervention theory, listening skills, call management skills, mental health issues, intellectual developmental disability issues, suicide and homicide risk assessments, The Harris Center services and programs, Community Resources, and Partnership information.