Company: Lines for Life
Job description: Lines for Life Job DescriptionPosition Title: Remote Crisis Intervention SpecialistStatus: Full time/Non-ExemptReports To: Crisis Lines Shift SupervisorLocation: TelecommuteCompensation: $23.42 hr – $25.60 hr. The starting wage for the Remote Crisis Intervention Specialist position is $25.60/hr. for individuals with graduate degrees in a related field and $23.42/hr. for individuals with bachelor's degrees.Start Date: August 4, 2025About the Organization: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.Remote Crisis Intervention Specialist Position Summary: Remote Crisis Intervention Specialists answer incoming crisis contacts to all Lines for Life crisis and referral helplines with care and compassion, and within the scope of each helpline program.Remote Crisis Intervention Specialists receive extensive clinical skills training in alignment with current best practices in suicide prevention and intervention.Remote Crisis Intervention Specialist Responsibilities:
- Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies.
- Answer crisis helplines with compassion in accordance with the organization’s training expectations and scope. Remote Crisis Intervention Specialists receive crisis contacts on over 30 different crisis lines including but not limited to: the National Suicide Prevention Lifeline, veterans and military crisis lines, its YouthLine, its Senior Loneliness Line, an alcohol and drug helpline, hospital mental health crisis lines and behavioral health scheduling calls, as well as county mental health crisis lines.
- Document crisis contacts in an accurate and timely manner with relevant clinical information in an electronic health record system.
- Place follow-up calls to crisis contacts as scheduled by the shift supervisor.
- Assist with placing rescue calls as needed when other crisis lines staff or volunteers are on acute crisis contacts requiring emergency assistance.
- Triage crisis contacts and collaborate with coworkers to manage crisis contact flow and ensure that the lines remain available for contacts in escalated crisis.
- Complete mandatory trainings and workshops to continue learning the latest policies and protocols and stay up to date on crisis intervention tools & techniques.
- Communicate with peers and supervisors via phone and/or chat effectively
- Perform other duties, such as administrative and organizational tasks as needed.
- Able to meet Qualified Mental Health Associate requirements (
- Strong empathy, communication, teamwork and interpersonal skills
- Able to handle high levels of stress
- Proficient in web-based computer environment and multi-line phone system
- Understanding of and ability to apply mental health assessment, treatment and service terminology
- Able to implement skill development strategies and to identify, implement and coordinate the services and supports identified in Individual Service and Support Plan (ISSP)
- Able to independently triage crisis contacts so that lines remain available for crisis contacts in escalated crisis
- Strong attendance & punctuality - able to consistently show up on time, work the full scheduled shifts, and provide at least 2 weeks' notice for time off requests or as soon as possible in the event of an emergency
- Graduate degree in psychology; social work; or a behavioral science field OR CADC/Bachelor’s degree in psychology; social work; or a behavioral science field AND relevant crisis intervention experience
- Veterans preferred
- ASIST certification
- CADC certification strongly preferred
- Experience in a call center environment
- Lines for Life requires extensive Crisis Lines Onboarding training, which can be completed remotely. New hires must attend 5 weeks of paid crisis lines onboarding training. The next training begins August 4th and consists of 3 weeks between 8:30am - 5:00pm Pacific Time, Monday through Friday, plus 2 weeks of additional precepting training. The schedule for precepting can vary as we are a 24/7, 365 day a year operation, so flexibility in your availability is needed to complete the precepting portion of the training. We want to make sure that all candidates understand that while you do get a scheduled lunch break, even missing half hour portions of these trainings can result in training expectations not being met. Due to the trainings being group trainings, there is generally no flexibility for each candidate to be able to take their breaks at different times. Training requires participation, full engagement without distractions, and being on camera over Zoom. Equipment is provided. You must have private high speed internet and a confidential place to take crisis contacts to meet security and technical requirements.
- Interviews are conducted via Zoom with a Lines for Life supervisor and HR team members and are recorded so that members of the Hiring Committee who are unable to attend the live interview are able to watch the recording and give feedback afterwards.
- Lines for Life is seeking to hire Remote Crisis intervention Specialists throughout the 50 United States. We currently cannot support outer territories. There is also an option to work directly in our Portland office.
- Our crisis lines are operated 24/7. This position requires working some holidays and working weekends.
- The work schedule will be determined at the time of offer and is based upon Lines for Life’s crisis contact volume trends. All full time employees are required to work at least 1 weekend shift per week. We are currently hiring for these shifts which are all in Pacific time. (Please note due to overtime laws, we can only offer Alaska, California, and Nevada candidates shifts that are 8 hours or less)
- Sun - Thur 3:30am – 12pm Pacific time (40 hrs)
- Tue - Sat 11am - 7:30pm Pacific time (40 hrs)
- Sun - Thurs 7pm - 3:30am Pacific time (40 hrs)
- Work is primarily conducted in a home office environment and requires the ability to sit or stand and work on a computer for long periods of time.
- This position requires high energy, patience and controlling one’s emotions, as well as the ability to think analytically.
- Daily tasks require a stable and consistent internet speed of 10 Mbps for both Upload and Download speeds, as well as Jitter below 20. Packet Loss should be as close to 0% as possible. You may test if your network requirements are met by doing a speed test here:
- Private highspeed internet is required for a HIPAA compliant workspace
- Telecommuting requires passing a clinical and technical evaluation, having a HIPAA compliant workspace at home, and meeting technology requirements. Supervisors provide support to telecommuters by listening in on acute crisis contacts and using an internal messaging system (Microsoft Teams) to communicate.
- We want to let you know that all crisis contacts are recorded – inbound and outbound. We review them regularly to ensure safety and quality assurance and for training and supervisory purposes. What this means is that you will have crisis contacts randomly picked for review and you will receive clinical feedback on how you are doing. This happens every few weeks and is one way that we ensure professional growth of our team. Another aspect of this technology is that while you are taking crisis contacts, supervisors can listen in to provide support if a crisis contact is particularly challenging or high risk. This supports our Crisis Intervention Specialists so they are not alone and ensures safety for our crisis contacts.
Expected salary: $23.42 - 25.6 per hour
Location: Oregon
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