Crisis Response Support Specialists
Description
Shift: Thursday, Friday, Saturday e/o Wednesday 7p-7a
The Crisis Response Support Specialist (CPRSS/CFPRSS) provides recovery-oriented peer support in a fully remote, high-volume Crisis Call Response Unit (CCRU). This role answers incoming crisis calls, supports individuals experiencing mental health or substance use crises, and connects them to appropriate services, including referral to crisis units when criteria are met.
This position requires the ability to multitask efficiently while engaging callers, assessing needs, and documenting in real time. The specialist works under the supervision of the Crisis Team Manager (CTM) and collaborates regularly with internal teams and community partners such as law enforcement, hospitals, and other agencies. This role does not provide services on a physical unit.
Key Responsibilities
- Answer and manage a high volume of crisis calls with professionalism and empathy.
- Provide emotional support, de-escalation, and recovery-oriented peer support.
- Assess needs and coordinate appropriate level of care, including referrals to crisis services or unit admission.
- Document calls in real time while maintaining engagement with callers.
- Effectively multitask across phone systems, documentation platforms, and resources.
- Collaborate daily with community partners (law enforcement, hospitals, agencies).
- Follow CCRU protocols and work closely with the Crisis Team Manager (CTM).
Peer Support Functions
- Model recovery, coping skills, and self-help strategies.
- Assist individuals in identifying and working toward recovery goals.
- Support use of tools such as WRAP (Wellness Recovery Action Plan).
- Teach problem-solving skills and help address negative self-talk.
- Encourage development of natural supports and community connections.
Qualifications
- Certified (or eligible) as a CPRSS or CFPRSS through ODMHSAS.
- Ability to work in a fast-paced, high-stress, remote environment.
- Strong communication, documentation, and multitasking skills.
- Ability to remain calm and effective during crisis situations.
- Ability to work independently and as part of a team.
Expectations
- Maintain regular and reliable attendance.
- Participate in trainings, staff meetings, and continuing education.
- Demonstrate professionalism, sound judgment, and confidentiality.
- Perform other duties as assigned.
Work Environment
- Fully remote (work-from-home)
- High-volume crisis call setting
- No direct services provided on a physical unit