Crisis Intervention Specialist

Essential Duties & Responsibilities

·         Answer, assess, and respond to incoming crisis hotline calls, including 988 contacts, 24 hours per day, 365 days per year during scheduled work shifts.

·         Conduct comprehensive crisis assessments, including suicide risk, homicide risk, self-harm risk, substance use concerns, and other safety-related evaluations.

·         Utilize evidence-based crisis intervention, de-escalation, active listening, and problem-solving techniques to support callers in distress.

·         Develop collaborative safety plans designed to reduce immediate risk and enhance caller stability.

·         Assess the need for emergency intervention and coordinate with law enforcement, emergency medical services, mobile crisis teams, or other emergency response resources when appropriate.

·         Provide emotional support, crisis counseling, and stabilization services to callers experiencing mental health and behavioral health emergencies.

·         Deliver services in a culturally responsive and non-judgmental manner that respects diverse backgrounds and identities.

·         Effectively answers incoming calls and monitors online platforms to ensure timely and appropriate support

·         Assess callers for suicide risk

·         Deliver services by establishing and maintaining rapport, assessing caller needs, developing a safety plan, and documenting each call,

·         Provide necessary support and resources, as needed, including follow up calls with callers who have expressed thoughts of suicide

·         Participates in monthly supervision for one hour with assigned supervisor,

·         Maintains clinical skill set by completing monthly online trainings, as assigned by Crisis Services leadership team.

·         Complete timely, accurate documentation of all calls in online documentation platform (iCarol).

·         Participate in quality assurance reviews and performance improvement activities.

·         Demonstrate flexibility to support service operations during emergencies, disasters, and periods of increased call volume.

·         Support department performance metrics, such as call answer rates, call wait times, and positive caller outcomes.

Work Conditions and Environment

·         This role is considered an Hourly, Shift position. Shifts include:

o   7:00 am to 11:00 am

o   11:00 am to 3:00 pm

o   3:00 pm to 7:00 pm

o   7:00 pm to 11:00 pm

o   11:00 pm to 3:00 am

o   3:00 am to 7:00 am

·         Full-time positions generally work 38 hours per week (range: 32 to 40). Full-time schedule to be determined in coordination with supervisor.

·         Part-time positions work fewer than 30 hours per week. Part-time schedule to be determined in coordination with supervisor, including minimum and maximum hours available for position. Must work 10-12 hours weekly to remain active in position.

·         Must be available to work varying shifts, including days, evenings, nights, weekends, and holidays, as operationally required.

·         This is a hybrid position which allows the employee to work in the crisis room at Provident’s St. Louis City office (2650 Olive Street, St. Louis, MO  63103) or remotely from home in state of Missouri unless approved to work remotely from a remote state where Provident is registered to do business.

·         In the event of technological problems at employee’s home, the employee must work from the crisis room.

·         Must have a reliable high-speed internet connection and quiet, confidential workspace to work remotely.  

·         Have the ability to sit for long periods of time, receiving calls using computer & headset.

Salary : $20