Crisis Intervention Specialist

Gabriel Group; St. Louis (MO); Hybrid; USD 19,000 - 30,000; Part time

Job summary

Provident Behavioral Health is seeking a Crisis Intervention Specialist to answer crisis hotline calls, including the 988 line, 24/7. You will assess risks, provide emotional support, and coordinate safety and resources for callers in crisis.

This hybrid role involves urgent risk assessment, documentation in iCarol, and collaboration with emergency services. A high school diploma is required, with preferred CIS training and related experience.

Qualifications

• High School Diploma or GED required.
• Experience in crisis intervention or mental health preferred.
• Associate’s degree in psychology or related field preferred.
• Training: Complete 80 hour CIS training with Provident.

Responsibilities

• Answer crisis hotline calls including 988 contacts.
• Assess suicide and safety risks and develop safety plans.
• Provide crisis counseling and emotional support.
• Document interactions in iCarol.
• Collaborate with emergency services when needed.

Skills

Empathy

Active listening

Crisis intervention

Communication

Confidentiality

Multitasking

Team collaboration

Education

High School Diploma

Associate’s Degree preferred

Tools

iCarol

Microsoft 365

EHR systems

Job description

• Location 2650 OLIVE RD,Saint Louis, MO, 63103,United States
• Base Pay $20.00 / Hour
• Employee Type PART TIME
• Required Degree High school

Description

Answer, assess, and respond to incoming crisis hotline calls, including 988 contacts, 24 hours per day, 365 days per year during scheduled work shifts.

Conduct comprehensive crisis assessments, including suicide risk, homicide risk, self-harm risk, substance use concerns, and other safety-related evaluations.

Utilize evidence-based crisis intervention, de-escalation, active listening, and problem-solving techniques to support callers in distress.

Develop collaborative safety plans designed to reduce immediate risk and enhance caller stability.

Assess the need for emergency intervention and coordinate with law enforcement, emergency medical services, mobile crisis teams, or other emergency response resources when appropriate.

Provide emotional support, crisis counseling, and stabilization services to callers experiencing mental health and behavioral health emergencies.

Deliver services in a culturally responsive and non-judgmental manner that respects diverse backgrounds and identities.

Effectively answers incoming calls and monitors online platforms to ensure timely and appropriate support

Assess callers for suicide risk

Deliver services by establishing and maintaining rapport, assessing caller needs, developing a safety plan, and documenting each call,

Provide necessary support and resources, as needed, including follow up calls with callers who have expressed thoughts of suicide

Participates in monthly supervision for one hour with assigned supervisor,

Maintains clinical skill set by completing monthly online trainings, as assigned by Crisis Services leadership team.

Complete timely, accurate documentation of all calls in online documentation platform (iCarol).

Participate in quality assurance reviews and performance improvement activities.

Demonstrate flexibility to support service operations during emergencies, disasters, and periods of increased call volume.

Support department performance metrics, such as call answer rates, call wait times, and positive caller outcomes.

Work Conditions and Environment

This role is considered an Hourly, Shift position. Shifts include:

7:00 am to 11:00 am

11:00 am to 3:00 pm

3:00 pm to 7:00 pm

7:00 pm to 11:00 pm

11:00 pm to 3:00 am

3:00 am to 7:00 am

Full-time positions generally work 38 hours per week (range: 32 to 40). Full-time schedule to be determined in coordination with supervisor.

Part-time positions work fewer than 30 hours per week. Part-time schedule to be determined in coordination with supervisor, including minimum and maximum hours available for position. Must work 10-12 hours weekly to remain active in position.

Must be available to work varying shifts, including days, evenings, nights, weekends, and holidays, as operationally required.

This is a hybrid position which allows the employee to work in the crisis room at Provident’s St. Louis City office (2650 Olive Street, St. Louis, MO 63103) or remotely from home in state of Missouri unless approved to work remotely from a remote state where Provident is registered to do business.

In the event of technological problems at employee’s home, the employee must work from the crisis room.

Must have a reliable high-speed internet connection and quiet, confidential workspace to work remotely.

Have the ability to sit for long periods of time, receiving calls using computer & headset.

Requirements

Job Requirements and Qualifications

• High School Diploma/GED
• Experience in mental health related field is preferred.

Licenses/Certifications:

Preferred Education & Experience:

• Associate’s Degree in psychology or related field preferred.
• One year of experience in crisis intervention, behavioral health, suicide prevention, call center operations, counseling, social services, case management, emergency services, or related human services work.

Required Training:

• Complete 80 hour CIS training with Provident, including but not limited to:
• Phase 1: Completion of 25 hours of independent study and 20 hours of 1:1 instruction with a mentor, completed within 30 days.
• Phase 2: 6 hours of independent study to be completed after the 1:1 instruction, completed within the first 30-45 days in CIS role.

Other Skills Required

• Ability to express genuine empathy, care, and concern for each caller
• Ability to integrate data from information gathered during crisis calls to formulate an accurate assessment
• Ability to work collaboratively with callers to create a plan of action
• Ability to multitask efficiently and remain calm under pressure
• Ability to work well as a member of a team, effectively communicating with other crisis workers and staff
• Cultural competence and understanding and is sensitive to personal values and beliefs expressed through gender, culture, age, ethnicity, spirituality, and sexual diversity
• Proficient in typing and navigating an online database
• Ability to maintain a positive disposition, remain enthusiastic, dependable, and professional
• Ability to work with a variety of clients who vary in age and in mental/behavioral health concerns.
• Ability to effectively communicate information and ideas, both orally and in writing, with both clients, colleagues, grantors, funders, auditors, and other collaborative agencies.
• Knowledge of crisis intervention, suicide risk screening and assessment, and safety planning techniques.
• Knowledge of community support services and resources.
• Ability to maintain strictest level of confidentiality.
• Strong skills using and navigating computers and software programs. Ability to navigate computer, phone, electronic health record (EHR), and other information technology systems independently.Proficient in Microsoft 365, SharePoint, and Microsoft Office applications (Outlook, Excel, Word, etc.)
• Skilled in preparing and maintaining client documentation in an accurate and timely manner, in compliance with established audit and agency standards.

Summary

At Provident Behavioral Health, we are strategically focused on increasing access to quality behavioral health care for all, including youth, adults, and older adults. Provident’s Crisis Intervention Specialists (CIS) provide 24/7/365 crisis intervention and suicide prevention services, primarily via telephone. The Crisis Intervention Specialist provides immediate telephonic crisis intervention, suicide prevention, emotional support, risk assessment, safety planning, and resource coordination to individuals contacting the organization's 24/7/365 crisis hotline, including the 988 Suicide & Crisis Lifeline. This position serves individuals experiencing mental health crises, suicidal ideation, gambling concerns, emotional distress, grief, and other behavioral health emergencies.

Our Crisis Services department is responsible for answering calls from many different hotlines including the national 988 Suicide & Crisis Lifeline. CISs work designated shifts to provide 24/7/365 coverage of Provident’s crisis hotlines that support existing Provident clients as well as local, state, and national hotlines to support the mental health of callers.

Using evidence-based crisis intervention techniques, the Crisis Intervention Specialist engages callers with empathy, professionalism, and cultural humility to assess risk, reduce immediate danger, support stabilization, and connect individuals with appropriate community resources and emergency services when necessary.

This position operates in a fast-paced environment and requires the ability to manage multiple priorities while maintaining clinical standards, documentation requirements, and compliance with applicable federal, state, and organizational policies.