Crisis Connections

Clinician

• Provide risk assessment oversight, clinical decision making, and support to 911 Crisis Diversion Specialists through consultation and coaching during live calls
• Develop crisis intervention plans and coordinate referrals to essential community resources
• Monitor service delivery via phone and, in the future, chat/text
• Ensure callers receive emotional support and referrals to the appropriate level of care
• Directly oversee 911 Crisis Diversion Specialists and provide general oversight and direction to other staff during scheduled shifts
• Support staff in assessing risk of harm and mental illness and implementing clinical interventions and community resources
• Ensure screening and linkage to Next Day Appointments, Children's Crisis Outreach and Response System, Mobile Crisis Teams, Geriatric Regional Assessment Team, Designated Crisis Responders, and other outreach services
• Provide ongoing and immediate feedback to Diversion Specialist and Information and Referral Specialist staff
• Ensure policies and procedures are followed by staff answering the line
• Identify callers known to the agency who may have case plans on file
• Ensure accurate and complete documentation in the assigned electronic health record
• Ensure fidelity to 988 Suicide and Crisis Lifeline risk assessment requirements and AIRS information and referral standards
• Maintain compassionate, respectful, professional, and recovery-oriented services
• Support training and job shadowing for new staff
• Maintain professional literature and behavioral health knowledge; complete at least 12 hours of approved training per FTE
• Attend assigned staff meetings and perform other duties as assigned

911 Call Diversion Clinician

Clinical Supervisor

• Supervise, coach, and support crisis line staff and volunteers
• Provide clinical guidance and mentorship during real-time crisis situations
• Support daily operations in a 24/7 crisis contact center
• Train staff on best practices, policies, and crisis intervention techniques
• Monitor call and performance trends to ensure quality and consistency
• Partner with internal leaders and external behavioral health providers
• Serve as a trusted clinical resource for staff at all experience levels
• Help ensure 24/7 coverage and clinical excellence
• Collaborate with clinical leaders and community partners across the state

Clinical Supervisor – All Shifts

Human Resources

• Support the daily operations of the HR department and drive HR operational excellence
• Administer end-to-end leave of absence cases, including FMLA, short- and long-term disability, military leave, and state-specific paid leave laws
• Oversee outsourced/external administration of the leave system and process, including return to work
• Inform and educate staff and people managers about leave rules, guidelines, and interactions among leave types
• Support reporting of leave metrics, including leave durations and benefits costs
• Review leave transfer requests and collaborate with senior leaders on case-by-case decisions
• Provide initial intake and support for non-complex employee relations issues
• Serve as backup on complex employee relations issues
• Support leaders in managing employee relations issues, investigations, disputes, corrective actions, performance improvement plans, and involuntary terminations
• Manage the EAP and coordinate wellness and resource events
• Manage the Performance Excellence Program throughout its lifecycle
• Manage the BEAM program
• Administer the ADA accommodation process, including documentation evaluation, eligibility determinations, communication, follow-up, and tracking
• Facilitate workplace accommodation discussions and secure tools, ergonomic equipment, schedule changes, or modified duties
• Manage the lifecycle of workers’ compensation claims and coordinate medical care and return-to-work programs
• Liaise with employees, management, medical providers, insurance carriers, HR teams, and Finance teams

Senior HR Generalist

General

• Provide empathetic, nonjudgmental crisis intervention via phone
• Conduct suicide risk and behavioral health assessments
• Support de-escalation
• Collaborate with on-shift clinicians when higher-level intervention is needed
• Develop safety and action plans with individuals in crisis
• Connect callers to appropriate community resources and crisis response partners
• Accurately document interactions in the electronic health record
• Follow established 988 Lifeline protocols and performance standards
• Contribute to team goals for response times, availability, and quality care

Crisis Specialist – Call, Swing/Graveyard Shift

Director

• Provide strategic and operational leadership for 988, the Regional Crisis Line, and other crisis contact center services
• Lead and develop program leaders while fostering a culture of accountability, collaboration, and continuous improvement
• Ensure high-quality, evidence-based, culturally responsive crisis intervention services across phone, chat, and text platforms
• Use data and performance metrics to drive service excellence, improve outcomes, and meet contractual goals
• Partner with funders, healthcare organizations, government agencies, and community stakeholders to strengthen the crisis response system
• Guide program growth, innovation, change initiatives, and workforce planning in a complex and evolving behavioral health environment
• Serve as a key representative with funders, system partners, and stakeholders

911 Call Diversion Clinician

Clinical Supervisor – All Shifts

Senior HR Generalist

Crisis Specialist – Call, Swing/Graveyard Shift

Senior Director, Crisis Services