Crisis Call Center Specialist- Full Time Nights

Position Summary:

The Crisis Call Center Specialist provides immediate support for individuals experiencing suicidal thoughts, mental health or substance use crises, and other emotional distress. Our call center also supports Access Crisis Intervention (ACI), EPICC (Engaging Patients in Care Coordination), and other behavioral health business lines.

As a full time Crisis Call Center Specialist , you will serve as the first point of contact for individuals in crisis by providing evidence-based assessment, intervention, and referral services. Crisis Call Center Specialist work within a clinical framework to ensure safety, stabilization, and linkage to ongoing care when appropriate.

Key Responsibilities:

• Answer incoming 988, ACI, EPICC, and other designated behavioral health lines.
• Conduct thorough risk assessments for suicide, self-harm, substance use, and other crisis situations.
• Provide crisis intervention, stabilization, and safety planning using best-practice models.
• Determine appropriate level of care and coordinate warm handoffs or referrals to community partners, crisis teams, or treatment providers.
• Engage in follow-up and care coordination when required by program protocols.
• Accurately document all contacts in compliance with agency, state, and federal requirements.
• Maintain strict adherence to confidentiality, HIPAA, and Lifeline standards.
• Participate in case consultation, clinical supervision, and ongoing professional development.

Qualifications:

• Minimum of a bachelor's degree in psychology, social work, counseling, or related behavioral health field required (master's preferred).
• Licensed or license-eligible clinicians (e.g., LPC, LCSW, LMFT, LMSW) strongly preferred.
• Minimum of three years' experience in crisis intervention, behavioral health, or substance use treatment required.
• Demonstrated ability to apply evidence based clinical judgment handling high stress, fast paced call volume.
• Proficiency in risk assessment, motivational interviewing, and crisis de-escalation skills.
• Strong written and verbal communication, with competency in electronic health documentation.
• Ability to work overnights, weekends, and holidays.

Schedule & Compensation:

• Full time position 40hrs per week, 11:00PM-7:00AM, Wednesday-Sunday holidays required.
• Competitive hourly wage with shift differential for evenings/overnights.
• Clinical supervision and ongoing training provided.

Work Environment:

• This is a completely remote position once you have successfully completed the Monday-Friday 8:30AM-4:30PM in person new hire orientation.
• Must live within 1hour of the Greater Kansas City Metropolitan area.
• Must have reliable and secure internet service.

Supportive team with access to supervision and staff wellness resources.