HealthSource Integrated Solutions

Customer Support

• Under the supervision of a Crisis Communications Program Manager, Crisis Support Specialists (CSS) provide crisis and suicide intervention, brief supportive counseling, care coordination, and information and referral services over the phone and via text/chat for individuals, families, and agencies seeking assistance.
• CSSs respond to incoming and scheduled outgoing contacts in a timely and compassionate manner, ensuring all interactions meet contractual obligations and program metrics.
• CSSs are responsible for assessing immediate needs, providing direct care, and ensuring appropriate follow-up care or referrals to support safety and well-being.
• Respond to calls, chats, and texts (988 Suicide & Crisis Lifeline and local crisis lines) in a compassionate and professional manner with a trauma sensitive lens.
• Collaborate with individuals in crisis, their family members, and relevant treatment team members (internal and external) to support treatment and recovery.
• Deliver person-centered services aimed at promoting skills for coping with and managing behavioral health symptoms, with a focus on recovery and resilience.
• Facilitate the use of natural supports and community resources to enhance recovery and resilience.
• Assess strengths, identify needs and barriers, and address obstacles related to an individual's crisis and short-term goals.
• Provide supportive services such as education, counseling, problem-solving, role modeling, referral, advocacy, and crisis intervention.
• Coordinate and facilitate appropriate referrals to community services, including behavioral health and substance use services.
• Ensure adherence to all procedures and protocols for the specific service queue (text/chat, crisis calls, or care coordination).
• Remain prepared to respond promptly and professionally to service requests throughout scheduled shifts.
• Collaborate with Certified Community Behavioral Health Clinics (CCBHCs), hospitals, and other providers to address the needs of individuals served.
• Conduct follow-up communications (calls, texts, or chats) to provide postvention support following initial service contact.
• Complete all required documentation accurately and in a timely manner.
• Maintain current knowledge of all agency and program trainings, completing them as required.
• Adapt to shifting work priorities and thrive in a fast-paced environment, while maintaining professionalism and a positive attitude.
• Uphold confidentiality and privacy according to Health Information Portability and Accountability Act (HIPAA) standards.
• Promote healthy relationships, professional boundaries, ethical practices, and a kind demeanor both in the workplace and as a public representative of the organization.
• Demonstrate the ability to work effectively within a team and independently when necessary.
• Perform any additional duties as assigned to support the organization's mission and objectives.