Mental Health Technician

Position Summary

The Day Shift Mental Health Technician (MHT) serves as a front-line resource for individuals and families seeking crisis intervention, information and referral services, and financial assistance through Listening Ear Crisis Center programs. The MHT responds to crisis and non-crisis calls, conducts screenings and assessments, provides emotional support and de-escalation, coordinates referrals to community resources, and administers the Listening Ear Assistance Fund (LEAF). The position requires sound judgment, professionalism, attention to detail, and the ability to manage multiple responsibilities while maintaining confidentiality and compliance with agency policies and funding requirements.

Reporting Relationship

Reports to the Crisis Center Manager.

Essential Job Functions

Crisis Intervention & Consumer Services

• Respond to incoming telephone calls, chats, and other communications from individuals experiencing crisis or seeking assistance.
• Utilize active listening, crisis intervention, de-escalation, and problem-solving techniques to assess caller needs and provide appropriate support.
• Conduct initial risk and lethality assessments to determine appropriate interventions.
• Collaborate with consumers to develop safety plans utilizing available coping strategies, support systems, and community resources.
• Provide accurate information regarding Listening Ear programs and available community resources.
• Make appropriate referrals to community agencies and coordinate warm handoffs when appropriate.
• Direct callers to appropriate staff or emergency responders when necessary.
• Contact supervisory staff or emergency services when required by agency policy.

LEAF Financial Assistance Administration

• Conduct eligibility screenings for the Listening Ear Assistance Fund (LEAF) in accordance with agency policies and funding requirements.
• Review LEAF applications for completeness, eligibility, and required supporting documentation.
• Coordinate transportation assistance, including the issuance of gas cards and bus fare assistance.
• Obtain, verify, and document vendor information necessary for payment processing.
• Collect, organize, and maintain invoices, receipts, releases of information, utility bills, repair estimates, denial letters, and other documentation required to support LEAF payments.
• Communicate with applicants, vendors, and partner agencies to obtain missing documentation and facilitate timely processing of applications.
• Explain program requirements, documentation requirements, eligibility criteria, and next steps to applicants.
• Refer applications or requests outside established program guidelines to supervisory staff for review and approval.
• Assist in maintaining LEAF tracking logs and other records necessary for financial accountability.

Documentation & Recordkeeping

• Complete timely, accurate, and thorough documentation for all consumer contacts, crisis interactions, referrals, LEAF applications, and agency services.
• Maintain confidential records in accordance with HIPAA, agency policies, grant requirements, and applicable state and federal laws.
• Complete required statistical reporting, data entry, and documentation for agency programs and funding sources.
• Ensure documentation accurately reflects services provided and supports funding and compliance requirements.

Professional Responsibilities

• Strictly maintain consumer confidentiality.
• Adhere to Listening Ear policies, procedures, and applicable federal and state laws.
• Attend and successfully complete all required orientation, continuing education, and annual training.
• Assist in maintaining current resource information and referral databases.
• Report to work punctually and remain on duty until appropriately relieved.
• Perform other duties as assigned.

Required Knowledge, Skills, and Abilities

• Knowledge of crisis intervention principles and techniques.
• Ability to establish rapport through active listening, empathy, and effective communication.
• Ability to assess risk and respond appropriately during crisis situations.
• Knowledge of community resources and referral processes.
• Ability to determine eligibility for agency programs using established policies and procedures.
• Ability to review applications and supporting documentation for completeness and accuracy.
• Ability to coordinate financial assistance processes while maintaining attention to detail.
• Ability to communicate professionally with consumers, vendors, community agencies, and coworkers.
• Strong organizational skills with the ability to maintain accurate electronic and paper records.
• Ability to exercise sound judgment while working independently.
• Proficiency with computers, electronic recordkeeping systems, Microsoft Office, and agency databases.
• Ability to maintain confidentiality and comply with HIPAA and agency privacy requirements.

Education and Experience

Required

• High School Diploma or GED.
• Minimum age of 18 years at time of hire.
• Knowledge of Microsoft Excel

Preferred

• Associate's or Bachelor's degree in psychology, social work, counseling, human services, criminal justice, or a related field.
• Previous experience in crisis intervention, customer service, call center operations, case management, behavioral health, or human services.
• Experience working with grant-funded programs or financial assistance programs is preferred.

Schedule, Working Conditions, and Physical Requirements

• Regular full-time daytime schedule of approximately 40 hours per week.
• Additional hours may be required to meet agency needs.
• Work is primarily performed in an office environment utilizing computers, telephones, and headsets.
• Frequent sitting with opportunities to stand and move throughout the workday.
• Ability to communicate effectively by telephone and electronic communication.
• Ability to organize, file, and retrieve electronic documentation