Crisis & Referral Specialist Senior at Elevance Health in Manchester, New Hampshire

Job Description:

Crisis & Referral Specialist Senior




Location: This is a fully remote position. Ideal candidates will reside within 50 miles of an Elevance Health PulsePoint office location.


A proud member of the Elevance Health family of companies, Carelon Behavioral Health, formerly Beacon Health Options, offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care.


We are looking for candidates to work on the New Hampshire Behavioral Health Help Line with knowledge of behavioral health social services and insurance systems, and a deep understanding of the factors that impact a person's experiences in the mental health system, including but not limited to, race, ethnicity, gender identity, sexual orientation, language proficiency, religion, disability status, socioeconomic status, criminogenic risk, and history of trauma.


The Crisis & Referral Specialist Senior is responsible for screening, assessing, training and providing telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action.



How you will make an impact :

• Takes inbound calls, texts and chats from individuals needing support, services, or who may be in crisis.


• Performs safety screenings and assessments to discern presence and acuity of risk to the safety of the individual or others.


• Uses information provided by the caller and obtained during the screenings and assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual.


• Completes appropriate, timely, and accurate documentation of interactions in accordance with established criteria.


• Provides linkage follow-up as directed to assure individual accessed services.


• Coordinates with other agencies, organizations and individuals to insure optimal use of resources, services, and natural support systems.


• Train, coach and develop new team members as assigned.


• Monitors for trends in learning gaps, reports to leadership to inform possible changes in training materials.


• Staffs routine cases with associates.


• Participates in meetings with external agencies to inform the community about the work being performed by the team.


• Develops and maintains resource and referral database.


• Serves as Shift Ambassador, welcoming new associates, orienting them to operational responsibilities, connecting them with mentors.


• Responsible for checking staff starting and ending their shift, and other operational duties as assigned.


• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.

• Requires a BS/BA degree in a mental health or other human services field; and a minimum of 3 years of experience in behavioral health or a minimum of 2 years of direct crisis experience to include screenings and assessments to determine appropriate interventions; or any combination of education and experience which would provide an equivalent background.

• Master's degree and 5 years of experience working directly with individuals in need of behavioral health services strongly preferred.


• Call center experience preferred.