Position summary:
The Crisis Call Specialist serves as the first point of contact for individuals seeking crisis intervention services. This position is responsible for answering crisis calls, conducting telephonic risk assessments, documenting interactions accurately and timely, dispatching mobile crisis team staff when appropriate, coordinating communication between team members and community partners, and supporting overall crisis response operations.
The Crisis Call Specialist must demonstrate professionalism, sound clinical judgment, strong communication skills, and the ability to remain calm and organized in high-stress situations.
Essential Duties and Responsibilities:
Crisis Call Management
- Answer incoming crisis calls promptly and professionally.
- Utilize active listening and de-escalation techniques during crisis interactions.
- Gather critical information to determine level of risk and immediate safety concerns.
- Maintain a calm, supportive, and trauma-informed approach with callers.
Risk Assessment
- Conduct telephonic crisis screenings and risk assessments for:
o Suicide risk
o Homicidal ideation
o Self-harm behaviors
o Mental health crises
o Substance-related crises
o Child/adult safety concerns
- Determine appropriate level of intervention based on agency protocols.
- Escalate high-risk situations to supervisory staff or emergency services as needed.
Dispatch Coordination
- Dispatch mobile crisis staff according to agency procedures and coverage areas.
- Coordinate communication between crisis responders, hospitals, law enforcement, schools, and community partners.
- Monitor active crisis responses and maintain situational awareness throughout the shift.
- Ensure accurate relay of information to responding staff.
Documentation
- Complete timely and accurate documentation of all calls, assessments, interventions, dispatches, and follow-up actions.
- Enter information into electronic health record systems and/or call logs.
- Maintain compliance with HIPAA, confidentiality requirements, and agency documentation standards.
Administrative & Operational Support
- Track call data and maintain organized records.
- Participate in staff meetings, trainings, and supervision as required.
- Assist with maintaining operational workflows and communication procedures.
- Support quality assurance and compliance initiatives.
Minimum Qualifications
- Master’s degree required in Social Work, Counseling, Marriage and Family Therapy, Psychology, or a related behavioral health field from an accredited institution.
- Active licensure or license eligibility in the State of Louisiana preferred (LMSW, LCSW, PLPC, LPC, PLMFT, LMFT, or equivalent).
- Experience in crisis intervention, behavioral health, dispatching, call center operations, social services, or emergency response preferred.
- Ability to assess and respond appropriately in high-pressure situations.
- Strong written and verbal communication skills.
- Basic computer proficiency and ability to learn electronic documentation systems.
- Ability to maintain confidentiality and professional boundaries.
Preferred Qualifications
- Experience working in crisis services, mental health, suicide prevention, or emergency response settings.
- Knowledge of trauma-informed care and de-escalation techniques.
- Familiarity with local mental health resources and community systems.
- CPR certification and/or crisis intervention training preferred.
Required Skills & Competencies
- Strong multitasking abilities
- Crisis de-escalation skills
- Professional phone etiquette
- Attention to detail
- Time management and organization
- Ability to work independently
- Emotional regulation and professionalism under stress
- Critical thinking and sound judgment
Pay: $18.25 - $20.25 per hour
Work Location: Hybrid remote in Alexandria, LA 71303
