Crisis Connections

On Call

• Respond to incoming phone calls, emails, and text messages from individuals seeking recovery-related services and support.
• Provide information, referrals, and resource navigation for substance use disorder, mental health, and problem gambling concerns.
• Facilitate warm transfers to treatment providers and community resources.
• Conduct follow-up outreach to help ensure individuals successfully connect with services.
• Document interactions accurately and complete quality assurance activities.
• Collaborate with team members and supervisors to provide exceptional customer service and support.

Recovery Helpline Specialist – On Call / Per Diem

Supervisor

• Lead, coach, and mentor staff to ensure excellent service delivery
• Provide real-time feedback and conduct regular performance check-ins
• Monitor call center performance (service levels, call volume, response times) and drive improvements
• Support hiring, onboarding, and ongoing staff training
• Partner with leadership to implement operational and strategic improvements
• Help ensure proper staffing and smooth day-to-day operations

211 Supervisor

General

• Maintain and update a comprehensive database of health and human services resources
• Write and edit clear, accurate service listings using standardized guidelines
• Ensure data quality by reviewing taxonomy, formatting, and completeness
• Collaborate with agencies across Washington to verify and update information
• Identify opportunities to improve database structure, searchability, and processes
• Partner with your team to support a high-quality, mission-driven service environment

Resource Specialist

• Provide high-quality crisis intervention and emotional support to individuals contacting the 988 Suicide & Crisis Lifeline via phone, online chat, and SMS text
• Respond to 988 calls, or chats and texts, with empathy and professionalism
• Conduct suicide and behavioral health risk assessments
• De-escalate high-intensity situations using evidence-based practices
• Collaborate with on-shift clinicians when elevated risk is identified
• Create safety and action plans with callers
• Provide referrals and connections to community resources
• Complete accurate and timely documentation
• Maintain confidentiality and adhere to all program and organizational protocols

Crisis Call Specialist, Swing & Graveyard Shift

• Provide empathetic, nonjudgmental crisis intervention via phone, or chat and text
• Conduct suicide risk and behavioral health assessments and support de-escalation
• Collaborate with on-shift clinicians to ensure safety when higher-level intervention is needed
• Develop safety and action plans with individuals in crisis
• Connect callers to appropriate community resources and crisis response partners
• Accurately document interactions in the electronic health record
• Follow established 988 Lifeline protocols and performance standards
• Contribute to shared team goals for response times, availability, and quality care

Crisis Call Specialist

Referral Specialist

• Respond to community members via phone, chat, email, and text on the Washington 211 line
• Assess needs, provide tailored referrals, and connect people to vital resources like housing, food, healthcare, and financial assistance
• Document interactions accurately and maintain detailed records
• Navigate a comprehensive resource database while delivering compassionate, high-quality service
• Contribute to a collaborative, mission-driven contact center environment

Information and Referral Specialist

Business Analyst

• Forecast contact volume using historical data and real-time trends
• Build and maintain staffing plans and schedules to ensure reliable coverage
• Monitor queues, service levels, and agent adherence throughout the day
• Make real-time, intraday adjustments to respond to spikes in demand or emergencies
• Support surge staffing and contingency planning during high-volume or crisis events
• Analyze performance metrics and identify trends, gaps, and opportunities
• Produce regular and ad-hoc reports for operations and clinical leadership
• Collaborate closely with operations and clinical teams to align staffing with service goals
• Help balance service level targets with staff well-being and sustainable workloads