Remote Crisis Support Specialist

Job Overview

As a Crisis Support Specialist, you will serve as an initial point of contact for people seeking urgent behavioral health assistance. You will use active listening, crisis-intervention techniques, structured assessments, and problem-solving skills to understand each situation and support the caller’s immediate safety.

The role requires empathy, sound judgment, confidentiality, and the ability to remain calm while navigating several computer systems at once. All interactions must follow Magellan Health’s service expectations, internal procedures, and applicable legal and regulatory requirements.

Key Responsibilities

• Respond to individuals and families seeking crisis support by telephone, text, or online chat.
• Screen each interaction to understand the person’s immediate needs and level of risk.
• Complete structured risk assessments and help develop appropriate safety plans.
• Use active listening, de-escalation, and crisis-intervention techniques during emotionally difficult conversations.
• Provide referrals to relevant community-based behavioral health and support resources when appropriate.
• Coordinate with mobile crisis teams when in-person community intervention is clinically appropriate.
• Contact emergency responders when an individual appears to be at imminent risk.
• Complete follow-up calls after a crisis to confirm that individuals and families have connected with recommended services.
• Document interactions accurately and maintain confidentiality throughout the support process.
• Meet established performance indicators and service standards while providing respectful, person-centered assistance.
• Complete required training, supervision sessions, and ongoing professional-development activities.
• Follow security controls, organizational policies, contractual requirements, and regulatory standards associated with the position.

Required Qualifications

• High School Diploma with at least 48 months of experience in social work, mental health, behavioral health, or a related field; or
• Associate degree with at least 24 months of experience in social work, mental health, behavioral health, or a related field.
• Excellent written and verbal communication skills.
• Professional demeanor and the ability to establish rapport quickly with callers.
• Ability to support people experiencing emotional distress and provide appropriate crisis-intervention resources.
• Strong empathy while maintaining ethical boundaries and confidentiality.
• Critical-thinking and problem-solving abilities.
• Ability to type at least 40 words per minute.
• Ability to work across several computer systems simultaneously.
• Ability to work effectively in a high-pressure, fast-moving environment.
• Ability to attend and successfully complete more than 200 hours of required training.

Preferred Qualifications

• Associate degree in Human Services.
• Bachelor’s degree in Human Services.
• Previous behavioral health experience.
• Experience supporting crisis hotlines, contact centers, community mental health programs, or similar services.
• Familiarity with mental health, developmental disability, suicide-risk, and homicide-risk assessment practices.

Training Requirements

The selected candidate must complete more than 200 hours of training. Training topics may include:

• Telephone-based customer service.
• Crisis-intervention principles.
• Active listening and call-management techniques.
• Mental health concerns.
• Intellectual and developmental disability topics.
• Suicide and homicide risk assessments.
• Community resources and available service programs.
• Referral and partnership information.

Core Skills

• Crisis intervention.
• Behavioral health support.
• Risk assessment.
• Safety planning.
• Emotional de-escalation.
• Active listening.
• Resource coordination.
• Telephone, chat, and text support.
• Confidential documentation.
• Emergency-response coordination.

Work Arrangement

• Full-time remote position within the United States.
• The service operates in a fast-paced, 24/7 environment.
• Work may involve crisis calls, online chats, and text-based interactions.
• Team members must be prepared to manage emotionally sensitive and urgent situations.
• Specific schedule details should be confirmed during the interview process.

Compensation and Benefits

The anticipated annual base salary range for this role is $37,725 to $56,595.

Actual compensation may vary based on work location, experience, education, skills, and other job-related factors. The position may also qualify for short-term incentive compensation.

Magellan Health offers a comprehensive benefits package that may include health, life, voluntary, wellness, and financial benefits designed to support employees’ physical, mental, emotional, and financial well-being.