Call Center Specialist, Mental Health Care

Description

Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you’re looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive.

STATEMENT OF THE JOB

• The Crisis Specialist provides crisis intervention, emotional support, and resource connection to individuals contacting the Michigan Crisis Access Line (MiCAL), including the 988 Suicide & Crisis Lifeline. Services are delivered via phone, chat, text, and other electronic communication methods in a 24/7 contact center environment.
• This role is responsible for assessing risk, de-escalating crisis situations, and connecting individuals to appropriate supports using trauma-informed, person-centered approaches. Crisis Specialists serve as a critical first point of contact within Michigan’s behavioral health crisis system and play a key role in ensuring safe, effective, and compassionate care.
• We are hiring (9) Part-Time positions. 1st, 2nd, and 3rd shift available for all Weekend availability is a must.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Crisis Intervention & Risk Assessment

• Respond to incoming contacts (calls, chats, texts) from individuals experiencing crisis, distress, or seeking support.
• Conduct suicide risk assessments and safety planning in accordance with established clinical protocols.
• Provide emotional support, de-escalation, and stabilization using trauma-informed techniques.
• Identify and respond appropriately to high-risk situations, including imminent risk, following escalation procedures.

Information, Referral & Care Coordination

• Provide accurate information and referrals to community resources, behavioral health services, and crisis support systems.
• Connect individuals to local services, including mobile crisis, emergency services, or ongoing care as appropriate.
• Support continuity of care by documenting and facilitating appropriate follow-up when required.

Documentation & Systems Use

• Accurately document all interactions in the designated data and crisis management systems.
• Maintain clear, thorough, and timely records that reflect risk assessment, interventions, and outcomes.
• Utilize multiple technology platforms to manage contacts, referrals, and service delivery.

Adherence to Protocols & Standards

• Follow all clinical protocols, workflows, and escalation procedures for crisis response.
• Maintain compliance with confidentiality, recipient rights, and all applicable regulations and policies.
• Demonstrate consistent adherence to MiCAL, 988, and organizational service standards.

Requirements

EDUCATION AND EXPERIENCE

Required:

• High School Diploma or equivalent
• Ability to successfully complete required crisis intervention training (provided)
• Availability to work flexible shifts, including evenings, weekends, and/or overnights in a 24/7 environment
• Certified Crisis Specialist (or ability to be certified within 1 year of hire)
• Must be a resident of the State of Michigan

Preferred:

• Associate or Bachelor’s degree in Human Services, Psychology, Social Work, or related field
• Experience in crisis intervention, behavioral health, contact centers, or human services
• Familiarity with 988 or crisis line services

KNOWLEDGE / SKILLS / ABILITIES

• Strong interpersonal and communication skills with ability to build rapport quickly
• Ability to remain calm and m