Team Lead, Crisis Hotline Specialist

Signature Health Inc.; Painesville (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

PTO

Federal loan forgiveness program

Professional development support

Job summary

Signature Health is seeking a Team Lead, Crisis Hotline Specialist to serve as the first contact for individuals in mental health crises. You will provide crisis intervention, de-escalation, risk screening, and referrals via phone, text, or chat, while supporting other team members and covering shifts as needed.

The role requires guiding a team, ensuring HIPAA compliance, and coordinating with emergency services. On-site work in a healthcare setting with flexible scheduling is expected.

Qualifications

• High School Diploma required.
• QBHS designation preferred.
• 1 year crisis intervention experience required; 2 years preferred.
• Strong communication skills essential.

Responsibilities

• Answer crisis hotline calls, texts, and chats with empathy and professionalism.
• De-escalate crises using active listening and problem solving.
• Assess risk of harm and determine appropriate response.
• Refer to mental health services and emergency resources as needed.
• Document calls and interventions in EHR or crisis log.

Skills

Crisis intervention

Communication skills

Education

High School Diploma

QBHS designation (preferred)

Job description

Description

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can do mindset, then Signature Health is the best place for the next step in your rewarding career.

As a full-time employee, you will have access to the following employer/employee paid benefits:

• Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support

SCOPE OF ROLE

Reporting to the Program Manager, Crisis Management, the Team Lead, Crisis Hotline Specialist will serve as the first point of contact for individuals experiencing mental health crises, emotional distress, or seeking support for themselves or a loved one. The Team Lead, Crisis Hotline Specialist will provide crisis intervention, emotional support, risk screening, and resource referrals via phone, chat, and/or text. Team Lead, Crisis Hotline Specialist ensures callers receive the immediate help they need, through de-escalation, safety planning, or connection to appropriate services. The Team Lead, Crisis Hotline Specialist will support and assist other Crisis Hotline Specialist team members including case consultation/review, guidance during phone calls, scheduling of shifts, coverage for call-offs, and other relevant duties to ensuring Crisis Hotline performs optimally.

HOW YOU’LL SUCCEED

• 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, including screening for the risk of harm to self or others, and respond accordingly.
• Collaborate with emergency responders, clinicians, and community resources when necessary.
• Conduct risk determinations using standardized tools and guidelines.
• Provide callers with appropriate referrals to mental health services, community resources, and emergency services when needed.
• Maintain knowledge of local, state, and national mental health resources.
• Accurately document all calls, interventions, and referrals in the electronic health record (EHR) or crisis documentation system.
• Adhere to all HIPAA, confidentiality, and ethical guidelines.
• Participate in required training, supervision, and professional development.
• Assist Program Manager with training and onboarding for new Crisis Hotline Specialists.
• Assist with shift coverage if Crisis Hotline Specialist is unable to be available.
• Encourage, monitor, and follow-up on client engagement experiences to ensure needs are being met.
• Participate in community outreach and networking to promote program engagement and connection with community.
• Conduct or co-facilitate team meetings to share updates to ensure policy and procedure measures are being followed.
• Other duties as assigned.

Requirements

KNOWLEDGE & EXPERIENCE

• High School Diploma required.
• Qualified Behavioral Health Specialist (QBHS) designation preferred.
• Minimum 1 year service crisis intervention experience required. 2 years preferred.
• Demonstrated ability supporting crisis team and department needs.
• Demonstrated strong communication skills.

WORKING CONDITIONS

• Work is normally performed on-site in a typical interior/office/clinical work environment.
• Work involves potential exposure to patients experiencing emotional dysregulation.
• Must be able to work flexible shifts, including evenings, weekends, nights, and holidays.
• Requires periods of extended sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology or headset.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job‑related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice.

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug‑free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre‑employment drug screen.