Crisis Hotline Triage & Caller Support Specialist

Tcn Behavioral Health Services; Fairborn (OH); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Licensure reimbursement

Clinical supervision hours towards lic

Career advancement opportunities

Professional development and paid CEUs

401k with company match

Generous paid leave

11 annual paid holidays

Business casual dress code

Quarterly bonus

Sign-on Bonus

Job summary

TCN Behavioral Health Services in Fairborn, OH is seeking a dedicated crisis hotline operator to support the 988 line and assist with crisis assessments. The role emphasizes risk assessment, caller safety, and connecting individuals to care with a professional, service-oriented approach.

Responsibilities include taking crisis calls, administering screening questions, dispatching mobile response teams as needed, and coordinating scheduling, billing inquiries, and medical records requests.

Qualifications

• Ability to effectively communicate with clients and the public.
• Experience in mental health / alcohol and drug field; at least one year in customer service.
• At least one year working with a multi-phone system.
• Crisis training, First Aid and CPR certifications (can be provided by TCN).
• LSW/LPC/CDCA licensure preferred.
• High school diploma or equivalent.

Responsibilities

• Answers Crisis Hotline/988 calls.
• Asks required screening questions for crisis callers.
• Understands when to dispatch MRT (mobile response team).
• Schedules crisis assessments or priority assessments.
• De-escalates callers.
• Consults with supervisor about case interventions when needed.
• Assist clients with scheduling or program questions, medication refills, billing questions, over the phone payments, medical records.
• Verifies client demographic information.
• Maintains communication with the caller until issue is resolved or question is answered.
• Knowledgeable about agency policies and procedures.
• May cover an evening shift and flex overtime.
• Performs receptionist duties.
• Provides support to the clinical staff; types clinician correspondences, sends faxes, scans documents to ECR.

Skills

Effective communication

Customer service experience

Education

LSW/LPC/CDCA licensure (preferred)

High school diploma or equivalent

Crisis training

First Aid

CPR

Job description

TCN Behavioral Health Services in Fairborn, OH is seeking a dedicated crisis hotline operator to support the 988 line and assist with crisis assessments. The role emphasizes risk assessment, caller safety, and connecting individuals to care with a professional, service-oriented approach.

Responsibilities include taking crisis calls, administering screening questions, dispatching mobile response teams as needed, and coordinating scheduling, billing inquiries, and medical records requests.