Crisis Service Specialist-Front Desk

Job Summary

The Crisis Service Specialist – Front Desk works under the direct supervision of the Crisis Service Supervisor and serves as the initial point of contact for individuals arriving at the Resource and Crisis Center (RCC). This position is responsible for greeting individuals with empathy and professionalism, ensuring timely and seamless warm transfers to appropriate crisis services, and providing crisis intervention support when needed. The specialist plays a key role in maintaining a safe, welcoming, and trauma-informed environment while coordinating communication between internal teams and community partners. This is an on-site position, scheduled for three 12-hour shifts per week, including rotating weekends and holidays. Hours for this position are 7AM - 7:30 PM.

Essential Functions

• Greet all individuals arriving at the Resource and Crisis Center (RCC) with warmth, empathy, and professionalism, using a trauma-informed and HIPAA-compliant approach
• Collect and accurately document demographic and service-related information including name, date of birth, age, sex, time of arrival, requested service, mode of arrival, and transition time to service
• Facilitate timely and effective communication between crisis departments to ensure individuals are connected to appropriate services without delay
• Utilize evidence-based crisis intervention techniques to de-escalate individuals experiencing emotional or behavioral distress
• Answer incoming phone calls and route them to the appropriate internal or external entity
• Maintain a clean, organized, and welcoming lobby environment
• Collaborate with community partners, including law enforcement and medical personnel, to support individuals in crisis
• Communicate any known or suspected security concerns—including contraband, threats, or behavioral risks—to all relevant crisis departments
• Take a proactive role in guiding and managing all safety efforts- overhead pages, facilitating evacuation of the lobby, etc.
• Assist individuals in accessing community resources such as shelters, transportation, and other basic needs
• Monitor, restock, and distribute resources and supplies designated for persons served
• Participate in team meetings, scheduled supervision, and collaborative planning with supervisors and colleagues
• Complete all required agency training in a timely manner
• Perform other duties as assigned to support the mission and operations of the RCC
• Completing basic vitals

Job Requirements and Qualifications

Education: Associate degree in human services (psychology, social work or related field). Bachelor's degree in human services (psychology, social work or related field), preferred.

Training Requirements (licenses, programs, or certificates): BLS, Recipient Right’s, Crisis intervention, Trauma-Informed care.

Experience Requirements: Minimum 1 year of experience working in a behavioral health, hospital or human service setting directly engaging with individuals experiencing behavioral health or substance use concerns. Previous experience in a clerical or administrative support role within a crisis setting preferred.

Preferred Experience: Experience in working with electronic health records, customer service, data entry, crisis de-escalation, working with adults with severe mental illness, substance use disorder or intellectual/developmental disabilities, working with children with serious emotional disturbance.

Job Specific Competencies/Skills

• Interpersonal Skills
• Strong Organizational Skills
• Data Analysis
• Strategic Planning
• Strong written and oral communication
• De-escalation and conflict resolution
• Clinical knowledge of mental health and suicide prevention
• Strong time management

Knowledge Requirements

• HIPPA
• Microsoft 365
• Recipient Right’s
• Mental Health Code
• Medicaid Manual