Crisis Triage/Call Center Support Specialist (46410)

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

Job summary

TCN Behavioral Health Services is seeking a Crisis Hotline Counselor to join our Fairborn, OH team. You will handle Crisis Hotline and 988 calls, assess caller risk, provide listening support, and link callers to care with safety planning and resource links.

Responsibilities include de-escalation, collaboration with partners, and timely reporting. Training is provided, with a focus on compassionate, confidential client support and adherence to agency policies.

Qualifications

• Education: High School Diploma; associate or bachelor’s degree preferred.
• First Aid, CPR, and Crisis Training certification are required.
• Ability to effectively communicate with clients/callers and the public; data entry skills.

Responsibilities

• Answers Crisis Hotline and 988 calls and conducts suicide screening.
• Assesses risk of harm and links to resources; completes safety plans.
• Decides when to dispatch MRT or emergency intervention.
• Provides outreach calls to clients and 988/hotline callers.
• Collaborates with community partners to ensure safety and continuity of care.
• De-escalates callers and discusses cases with supervisor when needed.
• Participates in ongoing training and monthly supervision meetings.

Skills

Active listening

Empathy

Communication skills

Data entry

Computer literacy

Critical thinking

Leadership abilities

Education

High School Diploma

Associate or Bachelor's degree preferred

Tools

First Aid Certification

CPR Certification

Crisis Training

Job description

Job Details

Job Location: TCN Fairborn - Fairborn, OH 45324

Salary Range: $19.00 - $19.00

Travel Percentage: Negligible

Job Shift: Day

Position Summary:

This position is primarily responsible for assisting individuals who call the crisis hotline and 988 National Suicide Prevention Lifeline (988). This person is responsible for assessing risk to self and others, ensuring caller safety, and linking to care. This person must be able to communicate with professionalism and with the highest regard for customer service.

Key Responsibilities:

Crisis Hotline/988

• Answers Crisis Hotline and 988 calls.
• Asks each caller required suicide screening questions.
• Assesses for risk of harm to self and others, provides listening support, provides information and linking to resources and completes safety plans.
• Understands when to dispatch MRT (mobile response team) or emergency intervention.
• Provides outreach calls to clients and 988/hotline callers.
• Collaborate with community partners to ensure safety and continuity of care.
• Demonstrates ability to de-escalate callers.
• Consults with supervisor about case interventions when needed.
• Receives feedback regarding quality assurance.
• Provides feedback to team on enhancing outcomes or efficiencies regarding crisis care.
• Completes all required initial and ongoing training recommended by the agency.
• Attends monthly crisis group supervision meetings and weekly individual supervision.
• Adheres to all organizational and departmental policies, complying with all behavioral and ethical expectations.
• Completes all agency-required training, including client rights and grievances, safety training, infection control, etc.
• Demonstrates and supports the company core values TCN C.A.R.E.S. “Commitment, Accountability, Respect, Empathy, Service”

QualificationsMinimum Qualifications:

• Education: High School Diploma, associate or bachelor’s degree preferred
• Certification: First Aid, CPR and Crisis Training
• Other: Ability to effectively communicate with clients/callers and the public. Demonstrate data entry skills.

Knowledge, Skills, & Abilities:

Skills:

• Capacity to perform duties effectively under potential emotional stress and conflict situations.
• Proficiency in utilizing basic computer skills and office equipment for documentation and communication purposes.
• Practice of a client-focused approach, demonstrating active listening skills, reading comprehension, critical thinking, and leadership abilities.

Abilities:

• Ability to communicate effectively in writing and speaking with various populations. Ability to work independently daily. Must be able to maintain strict client confidentiality. Neat and appropriate dress.