Job DetailsJob Location: Warren County Service Center 0AV58 - Bowling Green, KY 42102Position Type: Full TimeEducation Level: 4 Year DegreeSalary Range: $20.19 - $20.19 HourlyTravel Percentage: NoneJob Shift: 2nd shiftJob Category: OtherPosition Summary

The Crisis Specialist II serves as a critical point of entry for individuals seeking behavioral health, substance use, developmental disability, or crisis-related services through a 24-hour access system, including the 988 Suicide and Crisis Lifeline network. The specialist provides compassionate, timely responses via phone, chat, and text; conducts safety and risk assessments; delivers crisis stabilization and de-escalation; and determines appropriate next steps within the continuum of care.

This role also supports coordination of new service requests, schedules within the region for first appointments, referral management, and administrative intake functions to ensure seamless access to services. Once training is completed, this position will primarily operate remotely, with periodic on-site responsibilities.

Duties and Responsibilities

Serve as the initial contact for crisis and non-crisis service requests and route individuals appropriately within the continuum of care.
Respond to calls, texts, and chats with empathy, professionalism, and cultural humility.
Provide crisis stabilization, emotional support, active listening, and de-escalation.
Conduct standardized safety and risk screenings, including suicide and harm assessments, according to established protocols.
Develop safety plans and escalate complex or high-risk situations to clinical or supervisory leadership.
Coordinate and schedule intake, follow-up, and referral processes for new service requests, including faxed or emailed referrals.
Maintain accurate and timely documentation in designated electronic health record (EHR) systems in compliance with agency, state, federal, and 988 Lifeline standards.
Verify insurance coverage, collect required intake and administrative information, and scan/upload relevant documents to the EHR.
Conduct telephonic follow-ups for missed appointments and utilize motivational techniques to re-engage individuals.
Maintain an updated regional resource list and assist callers seeking information or referrals to external resources.
Communicate and collaborate with local agencies to coordinate care and share referral information.
Participate in required training, supervision, coaching, and quality improvement activities.
Demonstrate professionalism, sound judgment, and emotional regulation in high-stress or emotionally charged situations.
Support the 24-hour operation by assisting with scheduling and coverage as needed.
Perform other duties as assigned within the scope of training and role.

Job Requirements and Expectations

Maintain confidentiality and follow all applicable privacy, security, and organizational policies.
Demonstrate empathy, professionalism, and accountability in all interactions.
Maintain required certifications and training for crisis response and 988 Lifeline operations.
Collaborate effectively within a multidisciplinary team environment.
Adapt to fluctuating contact volumes, workflows, and procedural updates.
Uphold the mission, values, and service standards of the organization.
Ability to sit for extended periods and work from computer-based communication platforms.

 
QualificationsQualifications

Education: Bachelor’s degree in a mental health–related field required; additional experience or advanced training in crisis response preferred.
Experience: Minimum of two years of relevant experience working with individuals receiving treatment for mental health, substance use, or co-occurring disorders preferred.
Requirements:

Must be 18 years of age or older.
Valid driver’s license, proof of insurance, and reliable transportation.
Ability to maintain a quiet, secure workspace for remote operations.
Strong written, verbal, and interpersonal communication skills.
Proficiency with computers and electronic documentation systems.
Reliability and flexibility to work all assigned shifts, including nights, weekends, and holidays.
Knowledge of suicide prevention, safety planning, risk screening, and local behavioral health systems strongly preferred.

Core Values

All employees are expected to exemplify LifeSkills/Pennyroyal’s core values:

Integrity: Uphold the highest moral, ethical, and legal standards.
Teamwork: Prioritize collective success and value the diverse strengths of team members.
Trust/Respect: Foster interactions that make others feel valued, heard, and accepted.
Care/Compassion: Demonstrate genuine concern, kindness, and empathy toward others.
Ownership/Accountability: Take personal responsibility for work outcomes and continuously learn from mistakes