Crisis Specialist Lead (55482)

POSITION SUMMARY:

The Crisis Specialist Lead provides leadership, coordination, and operational support within assigned Crisis Services programs. This position supports daily operations, staff development, service delivery, quality assurance, and compliance with organizational policies, program requirements, and applicable standards.

Responsibilities may include direct service delivery, workflow coordination, staff guidance, training, performance monitoring, administrative oversight, and supervision of assigned personnel, depending on program needs. The Crisis Specialist Lead collaborates with staff, leadership, and community partners to promote effective, person-centered, trauma-informed crisis services and continuous quality improvement.

Crisis Services operates 24 hours per day, 7 days per week, although hours vary by program. Work schedules are based on program needs and may include evenings, weekends, holidays, or on-call responsibilities.

DUTIES AND RESPONSIBILITIES:

• Coordinate and support daily operations, workflows, and service delivery within assigned Crisis Services programs.
• Provide leadership, coaching, guidance, and support to assigned staff, including formal supervisory responsibilities when designated.
• Assist with or oversee staff scheduling, workload distribution, coverage needs, training, and performance monitoring based on assigned responsibilities.
• Support staff orientation, onboarding, professional development, and ongoing training.
• Monitor program activities, service delivery, response times, and completion of required services in accordance with established procedures and expectations.
• Review documentation, service records, and tracking information for accuracy, completeness, timeliness, and compliance with applicable requirements.
• Provide consultation and assistance to staff regarding program procedures, complex situations, service coordination, and appropriate escalation of concerns.
• Support appropriate crisis intervention, safety planning, referrals, follow-up, and coordination of care within the scope of the assigned program and employee qualifications.
• Identify and communicate clinical, operational, staffing, or safety concerns to appropriate leadership and assist with resolution.
• Collaborate with internal programs, community partners, and other service providers to promote communication, coordination, and continuity of care.
• Maintain knowledge of available behavioral health services, community resources, referral processes, and program procedures.
• Assist with monitoring program performance measures, data collection, reporting, and quality assurance activities, including grant or contractual requirements when applicable.
• Identify service gaps, operational challenges, and opportunities for improvement, and assist with implementing appropriate solutions.
• Participate in program development, policy and procedure review, implementation of new initiatives, and continuous quality improvement activities.
• Provide direct services, operational coverage, or on-call support as assigned and consistent with qualifications and program requirements.
• Ensure adherence to applicable laws, regulations, organizational policies, confidentiality requirements, accreditation standards, and funding requirements.
• Perform other related duties as assigned within the scope of the position.

Qualifications

QUALIFICATIONS:

• Bachelor's degree in psychology, social work, counseling, human services, or a related field required.
• Minimum of two years of experience in behavioral health crisis services, behavioral health access, case management, care coordination, peer support, recovery services, or a related human services setting required.
• Previous leadership, supervisory, or staff development experience preferred.
• Knowledge of behavioral health crisis services, crisis intervention principles, community resources, and coordination of care.
• Strong organizational, communication, interpersonal, problem-solving, and leadership skills.
• Ability to provide guidance and support to staff in high-pressure or complex situations.
• Ability to manage competing priorities, work independently, and exercise sound judgment.
• Proficiency with electronic documentation systems, data tracking, and standard office applications.
• Ability to meet applicable training, certification, scheduling, and travel requirements of the assigned program.

JOB REQUIREMENTS / EXPECTATIONS:

• Maintain confidentiality and comply with applicable privacy, security, and organizational policies.
• Demonstrate professionalism, accountability, cultural responsiveness, and respect in interactions with individuals served, staff, and community partners.
• Complete and maintain required training and certifications applicable to assigned program responsibilities.
• Provide effective leadership and support to promote staff performance, teamwork, and consistent service delivery.
• Ensure accurate and timely documentation and adherence to program procedures and performance expectations.
• Exercise supervisory and administrative authority consistent with assigned responsibilities, professional qualifications, and organizational policies.
• Maintain flexibility to support operational needs, including scheduling and coverage requirements as applicable.

CORE VALUES:

All employees must be willing to live our company's core values.

• Integrity – Exhibiting the highest moral, ethical and legal standards. Doing the right thing – even when no one else is looking.
• Teamwork – Putting team success over personal success. Actively valuing the strengths and talents of others.
• Trust/Respect– Seeing and believing in the good intentions of others. Interacting with others in a way that makes them feel valued. Listening without judging. Offering understanding and acceptance.
• Care/Compassion – Demonstrating unconditional kindness, concern and empathy. Exhibiting genuine concern for others.
• Ownership/Accountability – Taking personal responsibility for one’s work, actions and feelings. Accepting responsibility for and learning from mistakes.