Crisis Hotline Specialist: Compassionate Mental Health Support

Signature Health Inc.; Painesville (OH); On-site; USD 38,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k match

HealthJoy

PTO

Federal Loan Forgiveness Program

Professional Development Support

Job summary

Signature Health Inc. is seeking a dedicated Crisis Hotline Specialist to be the first point of contact for individuals in mental health crisis, offering crisis intervention, emotional support, and resource referrals by phone, chat, or text.

This on-site role emphasizes compassion, safety planning, and timely connections to services. You will assess severity, de-escalate when needed, collaborate with emergency responders and clinicians, document interactions in the EHR, and maintain up-to-date

Qualifications

• High School Diploma required.
• QBHS designation preferred.
• Prior experience in customer service, crisis intervention, social services, or behavioral health strongly preferred.

Responsibilities

• Answer incoming crisis hotline calls, texts, and chats with professionalism and empathy.
• De-escalate individuals in crisis using active listening, validation, and problem-solving techniques.
• Determine the severity of a crisis and screen for risk of harm to self or others.
• Collaborate with emergency responders, clinicians, and community resources when necessary.
• Conduct risk determinations using standardized tools and guidelines.
• Provide callers with referrals to mental health services and emergency resources.
• Maintain knowledge of local, state, and national mental health resources.
• Accurately document all calls, interventions, and referrals in the EHR or crisis documentation system.
• Adhere to HIPAA, confidentiality, and ethical guidelines.
• Participate in required training, supervision, and professional development.

Skills

Customer service

Crisis intervention

Behavioral health

Social services

Education

High School Diploma

QBHS designation

Job description

Signature Health Inc. is seeking a dedicated Crisis Hotline Specialist to be the first point of contact for individuals in mental health crisis, offering crisis intervention, emotional support, and resource referrals by phone, chat, or text.

This on-site role emphasizes compassion, safety planning, and timely connections to services. You will assess severity, de-escalate when needed, collaborate with emergency responders and clinicians, document interactions in the EHR, and maintain up-to-date