911 Call Diversion Specialist – Part-Time

Crisis Connections

. Respond to diverted 911 calls, and possibly future online chats and SMS texts, providing emotional support, risk assessment, crisis intervention, and health and human services .

Posted 10/23/2026part-timeRemote • Washington • United StatesMid-LevelSenior💰 $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in behavioral health crisis intervention, risk assessment, and emotional support while effectively collaborating with multidisciplinary teams. Proficient in navigating web-based platforms and maintaining confidentiality in a fast-paced virtual environment.

Highest-signal resume keywords

Behavioral Health ExperienceCrisis Intervention SkillsExcellent Communication SkillsAgency Affiliated Counselor CredentialComputer Technical Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Crisis AssessmentRisk AssessmentBehavioral Health KnowledgeDocumentation SkillsProblem Solving

Soft Skills

PatienceSensitivityObjectivityTeam CollaborationNon-Judgmental Attitude

Tools & Technologies

Web-Based PlatformsDatabase NavigationMicrosoft Multi-Factor AuthenticationVirtual Communication Tools

Certifications & Qualifications

Agency Affiliated Counselor (AAC) Credential

Industry Keywords

Mental Health ServicesHealth and Human ServicesCrisis Response911 Call DiversionContact Center Experience

About the role

Key responsibilities & impact

Respond to diverted 911 calls, and possibly future online chats and SMS texts, providing emotional support, risk assessment, crisis intervention, and health and human services
Assist with behavioral health and suicide risk assessment and de-escalation of 911 contacts
Complete referral intakes for 911 contacts and connect them with appropriate crisis response and health and human services partners
Respond to difficult contacts with patience and sensitivity
Immediately alert the Clinician about possible danger to the client or others, including suicide, homicide, abuse, and violent threats or ideation
Resolve contacts in the least restrictive environment and without law enforcement involvement whenever possible
Complete accurate and detailed documentation for all contacts
Adhere to strict confidentiality policies
Complete other assigned tasks and duties
Work closely with multiple teams and organizations supporting the 911/988/211 Call Diversion project

Requirements

What you’ll need

Minimum of a GED/High School diploma and four (4) years of full-time behavioral health work experience
Alternatively, a combination of education and experience will be considered: Master’s degree / Bachelor's degree + 1 year BH experience / Associate degree + 2 years BH experience
Behavioral health or substance use fields
Experience as a behavioral health professional, crisis intervention, and contact center experience preferred
Excellent verbal, written, and communication skills
Evidence of computer technical proficiency and ability to work effectively in a fast-paced virtual environment
Skilled in operating in web-based computer environments and navigating multiple platforms concurrently
Understanding of database and resource navigation concurrently
Knowledge of mental health services and essential health & human services landscape
Excellent call-handling skills, including the ability to respond to callers with patience, objectivity, and non-judgmental attitude
Demonstrated ability to problem solve
Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and health & human services professionals
Proven track record demonstrating excellent attendance habits
Experience working in a remote environment preferred
Agency Affiliated Counselor (AAC) credential through the WA Department of Health required within 6 months of hire
Successful completion of a background check including a Criminal History Report and Reference Check
Successful completion of a timed basic Computer Skills assessment
Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application
High speed internet, including wired ethernet connection; no cellular or hotspots
Quiet and confidential designated working area
Ability to sit or stand for lengthy periods
Ability to wear a headset or earphones while taking calls and attending meetings
Ability to manage several IT/software platforms at once in an environment with moderate noise and distraction

Benefits

Comp & perks

Excellent medical, dental, and vision coverage
Annual wage increases
Generous Paid Time Off
12 Paid Holidays
Discount on ORCA transit pass
Free Parking
Flexible Schedules
Growth opportunities
Self-care tools
Weekly check ins with your supervisor
Voluntary Benefits
Short-term and long-term disability
Flexible Spending Accounts (FSA)
403B Retirement Plan
Crisis Connections will reimburse the cost of the Agency Affiliated Counselor (AAC) credential
Reasonable accommodations for computer assessment available upon request