HopeLink Behavioral Health

Role Description The Core Training Facilitator is responsible for the facilitation and delivery of core training for Crisis Contact Center staff, including voice, chat, and text services. This role ensures that all new hires and transitioning staff are equipped with the knowledge, skills, and confidence to deliver high-quality, trauma-informed, and policy-compliant crisis intervention services. The Core Training Facilitator leads engaging, structured learning experiences that reinforce core philosophies, clinical frameworks, and 988 standards, while promoting consistency, fidelity, and readiness for live service delivery. This position plays a critical role in workforce preparedness and overall service quality. Primary Duties - Training Facilitation & Delivery: - Facilitate core training for Crisis Workers across voice, chat, and text modalities. - Deliver training on crisis intervention models, suicide prevention, de-escalation techniques, and trauma-informed care. - Lead instruction on 988 policies, procedures, documentation standards, and platform navigation. - Ensure trainees demonstrate understanding of risk assessment, safety planning, and appropriate intervention practices. - Curriculum Implementation: - Deliver standardized training curriculum with fidelity to organizational and 988 network expectations. - Reinforce core philosophies, including person-centered care, cultural humility, and ethical practice. - Integrate real-world scenarios, role plays, and applied learning exercises to strengthen skill development. - Assessment & Readiness: - Evaluate trainee performance through observation, skills assessments, and knowledge checks. - Provide timely, constructive feedback to support skill acquisition and readiness for live queue work. - Partner with leadership to determine trainee progression, additional support needs, or remediation plans. - Collaboration & Continuous Improvement: - Collaborate with Quality Assurance, Coaching, and Operations teams to align training with performance expectations and emerging needs. - Incorporate feedback, trends, and data into training delivery to improve outcomes and effectiveness. - Support updates to training content based on changes in 988 guidelines, internal protocols, or system enhancements. - Professional Standards: - Model professionalism, emotional intelligence, and trauma-informed engagement at all times. - Maintain up-to-date knowledge of crisis intervention best practices, adult learning strategies, and 988 requirements. - Support a learning environment that is inclusive, psychologically safe, and responsive to diverse learning needs. Essential Competencies - Facilitation Excellence: Engages learners through dynamic instruction and adapts delivery to meet varied learning styles. - Clinical & Operational Knowledge: Demonstrates a strong understanding of crisis intervention practices and contact center workflows. - Communication Skills: Clear, confident, and effective in both verbal and written communication. - Assessment & Coaching Mindset: Provides actionable feedback and supports learner growth. - Adaptability: Responds effectively to evolving training needs, policies, and service demands. - Collaboration: Works cross-functionally to ensure alignment between training, quality, and operations. Qualifications - Bachelor's degree in Education, Adult Learning, Human Services, Social Work, Psychology, or a related field (Master's preferred). - Minimum of 2 years of experience in adult learning, training facilitation, or workforce development. - Demonstrated experience facilitating instructor-led training in a structured environment. - Experience in behavioral health, crisis intervention, suicide prevention, or related human services field. - Demonstrated understanding and application of adult learning principles and ability to engage diverse learners. Work Hours/Site This is a virtual position; however, for local to Oakton, Virginia residents, physical office space is available and requires 40 hours per week. May require schedule flexibility to support training across multiple shifts or cohorts. Note Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. Due to the nature of this work, employees should expect to be scheduled in response to the current crisis center needs. Ready to Join Our Mission? If you're passionate about helping people achieve mental wellness, we encourage you to apply! HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion. 'Where Hope Meets Help.' We are unable to hire in the following states: California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming.

Role Description Crisis Workers provide emotional support to persons and families who are in crisis via the telephone, text message, or online chat. The Part-Time Crisis Worker will be scheduled 16 hours per week. Qualifications - Must have successfully completed mandatory 120+-hour HopeLink Crisis Services Crisis Worker Training. - Ability to support people in crisis using voice, chat, and text, as assigned. - Willing to work across different service areas based on program needs. - Computer experience and proficient typing skills. - Ability to remain alert on scheduled shifts; experience working swing shifts preferred for overnight positions. - Demonstrated knowledge and ability to make sound decisions under pressure. - Understanding of confidentiality and privacy issues within a crisis center program. - High degree of empathy toward the people we serve and demonstrated knowledge of distress tolerance and coping skills. Requirements - Respond to people reaching out for crisis support through our crisis services (voice, chat, and text). - Explore the person in crisis experiences and feelings using feeling-oriented, responsive language. - Provide confidential contacts and ensure that any information shared by the person in crisis is kept confidential. - Provide referrals to appropriate resources; engage 9-1-1 for emergency medical treatment and/or police intervention. - Accurately document crisis contact interactions in correct contact reports. - Participate in educational opportunities provided by and through HopeLink to stay current on job-related knowledge. - Complete administrative tasks as assigned by the Shift Supervisor. Benefits - Meaningful Work: Make a real difference in the lives of others. - Competitive Salary: $18 - $21 per hour. - Fully Remote. - Supportive Environment: Join a dedicated team committed to providing high-quality care. Company Description For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal.

Role Description The Clinical Operations Manager is responsible for the day-to-day operational (not clinical) oversight of mobile crisis dispatch and resource coordination. This role ensures effective supervision of dispatchers, alignment of staffing and scheduling across dispatch and clinical teams, and adherence to documentation standards that support high-quality, timely crisis response. Working in close partnership with Workforce Management and the Director, the Clinical Operations Manager ensures appropriate coverage, efficient deployment of resources, and consistent operational practices that support safe, compliant, and responsive mobile crisis services. Shifts available: Monday - Friday, 9 am to 5 pm EST Remote Primary Duties - Supervision & Team Leadership - Provide direct supervision, guidance, and support to Mobile Crisis Dispatchers. - Monitor performance, attendance, and adherence to protocols, addressing issues in real time and through ongoing coaching. - Foster a collaborative, accountable, and mission-driven team environment. - Partner with HR and leadership on performance management, corrective action, and staff development as needed. - Scheduling & Workforce Coordination - Lead scheduling activities for dispatchers, clinicians, and mobile crisis specialists in coordination with Workforce Management. - Ensure adequate staffing coverage across shifts, including proactive planning for vacancies, call-outs, and surge needs. - Collaborate with Workforce Management to optimize schedules based on call volume, service demand, and response time expectations. - Support real-time adjustments to staffing and deployment to maintain service continuity. - Operational Oversight - Oversee daily dispatch operations to ensure timely, accurate, and appropriate assignment of mobile crisis responses. - Ensure effective coordination between dispatchers and clinical field staff to support safe and efficient service delivery. - Identify and address operational gaps, workflow inefficiencies, or communication breakdowns. - Documentation & Compliance - Ensure accuracy, completeness, and timeliness of documentation related to dispatch and mobile crisis operations. - Monitor adherence to organizational policies, 988 standards (if applicable), and regulatory requirements. - Partner with Quality Assurance and Clinical Leadership to review documentation trends and implement improvements. - Support audits, reporting requirements, and continuous quality improvement efforts. - Cross-Functional Collaboration - Work closely with Clinical Leadership, Workforce Management, and Quality teams to align operations with clinical standards and performance expectations. - Participate in operational planning, process improvement initiatives, and implementation of new protocols or systems. - Communicate effectively across teams to ensure clarity, consistency, and responsiveness. Essential Competencies - Operational Leadership: Effectively manages workflows, staffing, and service delivery in a dynamic environment. - Supervision & Accountability: Provides clear expectations, coaching, and performance oversight. - Coordination & Scheduling: Aligns staffing resources with service demand to ensure coverage and responsiveness. - Attention to Detail: Ensures accuracy and compliance in documentation and operational processes. - Communication: Facilitates clear, timely, and effective communication across teams. - Adaptability: Responds to changing conditions, priorities, and service needs with flexibility and sound judgment. Qualifications - Bachelor's degree in Human Services, Healthcare Administration, Business, or a related field, preferred. - Minimum of 2 years of experience in an operational setting, including scheduling and staff supervision. - Demonstrated experience managing workflows, staffing coverage, and real-time operational demands. - Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. - Effective communication and problem-solving skills. Note Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. Due to the nature of this work, employees should expect to be scheduled in response to the current crisis center needs. The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position. Ready to Join Our Mission? If you're passionate about helping people achieve mental wellness, we encourage you to apply! HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion. 'Where Hope Meets Help.' We are unable to hire in the following states: California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming

Role Description The CrisisLink Supporting Clinician operates under the direction of the CrisisLink Lead Clinician. The Supporting Clinician provides service level determination as part of the Crisis System Air Traffic Control model within the Regional Crisis Call Center operation and serves as a support to Crisis Workers and Supervisors through process groups and clinical skill development. Shifts available: Friday – Tuesday 8a-4p EST Remote Primary Duties - Provide oversight to mobile response determination for Marcus Alert Level 2 and 3; coordinating with dispatch either regionally or internally; ensuring collaboration with CSB's and PSAPs when appropriate. - Use clinical decision making for level determination within the Marcus Alert Triage framework provided by regional partners and ensure appropriate response and documentation in the Crisis Data Platform. - Provide in-the-moment debriefing and consultation to regional Crisis Workers. - Provide weekly crisis worker support groups with the purpose of processing challenging crisis contacts and emotional/compassion fatigue. - Use clinical decision making for REACH transfers and service requirements within the state and regional guidance for REACH programs. - Coordinate and ensure completion of Care Navigation Requests. - Provide quarterly training to improve the clinical skills of crisis workers in areas such as motivational interviewing, special population needs, assessment skills, accessing behavioral health care, trauma, emotion regulation, coping skills and vicarious trauma. - Provide ongoing consultation and facilitation of skill building related to regional behavioral health referrals, mobile crisis dispatch, and REACH services within the call center. Essential Competencies - Adaptability to changes in environment and situations - Strong and effective communication skills and accepts criticism and feedback - Dependability by following instructions, responds to management direction and keeps commitments - Meets attendance punctuality guidelines - Maintains emotional self-awareness and manages relationships positively - Focuses on solving conflict, not blaming and building interpersonal relationships - Contributes to building a positive team spirit and exhibits objectivity and openness to others' views. Qualifications - Master's degree in psychology, social work, rehabilitation counseling, or related field. License in Virginia required. - Crisis mental health experience preferred. - Excellent written, oral, interpersonal, and presentation communication skills. - Self-starter: Ability to work independently as well as part of a team, and well organized. - Possess knowledge and skill in computer procedures relevant to this position. - High degree of empathy toward individuals with intellectual disabilities, mental illness, emotional, and/or behavioral disorders. Note Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule; however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above-stated shifts. The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position. Ready to Join Our Mission? If you're passionate about helping people achieve mental wellness, we encourage you to apply! HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion. 'Where Hope Meets Help.' We are unable to hire in the following states: - California - Illinois - Massachusetts - Michigan - New York - North Dakota - Ohio - Oregon - Washington - Wyoming

Role Description The Mobile Crisis Specialist (MCS) is responsible for receiving, responding to, and triaging crisis and mobile crisis requests delivered via warm transfer from the Regional Crisis Call Center and 988. The MCS screens against the medical criteria for mobile crisis requests, ensures safety, coordinates care, and documents the interaction in a crisis data platform that creates dispatch requests. The MSC coordinates with the Clinician and Dispatcher team on shift. Shifts available: Monday - Friday, 10 am to 6:30 pm EST Remote Primary Duties - Respond to incoming calls for mobile crisis response across all contracts within scope of employee work; completes outbound calls, to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency. - Demonstrate effective engagement skills. - Screen incoming crisis requests resulting in safety and crisis resolution; effectively use the medical necessity criteria to guide crisis intervention based on acuity and risk. - Utilize knowledge of crisis continuum alternatives to MCR when a person does not qualify, resulting in crisis or contact resolution. - Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure, suicide intervention and prevention, the behavioral health system, mental health and diagnostics, community resources, effective communication, active listening, and contact center industry standards. - Demonstrate effective documentation skills; ensure all interactions are documented in the designated platform in accordance with policies, procedures, and industry or organizational standards of practice. - Adhere to call center policy and procedures. Essential Competencies - Critical thinking and effective decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution. - Demonstrates clear/concise/logical verbal and written business communication. - Plans effectively and adjusts effectively to new processes. - Builds and maintains collaborative relationships. - Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources. Qualifications - Master's degree in a human services-related field is required, Social Work or Counseling preferred. - Behavioral health professionals preferred. - Experience with crisis intervention and contact center training is strongly preferred. - Experience working with learners in a virtual environment. Requirements NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule; however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above-stated shifts. Benefits The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position. Company Description Ready to Join Our Mission? If you're passionate about helping people achieve mental wellness, we encourage you to apply! HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion. 'Where Hope Meets Help.' We are unable to hire in the following states: - California - Illinois - Massachusetts - Michigan - New York - North Dakota - Ohio - Oregon - Washington - Wyoming

Role Description The Core Training Facilitator is responsible for the facilitation and delivery of core training for Crisis Contact Center staff, including voice, chat, and text services. This role ensures that all new hires and transitioning staff are equipped with the knowledge, skills, and confidence to deliver high-quality, trauma-informed, and policy-compliant crisis intervention services. The Core Training Facilitator leads engaging, structured learning experiences that reinforce core philosophies, clinical frameworks, and 988 standards, while promoting consistency, fidelity, and readiness for live service delivery. This position plays a critical role in workforce preparedness and overall service quality. Primary Duties - Training Facilitation & Delivery: - Facilitate core training for Crisis Workers across voice, chat, and text modalities. - Deliver training on crisis intervention models, suicide prevention, de-escalation techniques, and trauma-informed care. - Lead instruction on 988 policies, procedures, documentation standards, and platform navigation. - Ensure trainees demonstrate understanding of risk assessment, safety planning, and appropriate intervention practices. - Curriculum Implementation: - Deliver standardized training curriculum with fidelity to organizational and 988 network expectations. - Reinforce core philosophies, including person-centered care, cultural humility, and ethical practice. - Integrate real-world scenarios, role plays, and applied learning exercises to strengthen skill development. - Assessment & Readiness: - Evaluate trainee performance through observation, skills assessments, and knowledge checks. - Provide timely, constructive feedback to support skill acquisition and readiness for live queue work. - Partner with leadership to determine trainee progression, additional support needs, or remediation plans. - Collaboration & Continuous Improvement: - Collaborate with Quality Assurance, Coaching, and Operations teams to align training with performance expectations and emerging needs. - Incorporate feedback, trends, and data into training delivery to improve outcomes and effectiveness. - Support updates to training content based on changes in 988 guidelines, internal protocols, or system enhancements. - Professional Standards: - Model professionalism, emotional intelligence, and trauma-informed engagement at all times. - Maintain up-to-date knowledge of crisis intervention best practices, adult learning strategies, and 988 requirements. - Support a learning environment that is inclusive, psychologically safe, and responsive to diverse learning needs. Essential Competencies - Facilitation Excellence: Engages learners through dynamic instruction and adapts delivery to meet varied learning styles. - Clinical & Operational Knowledge: Demonstrates a strong understanding of crisis intervention practices and contact center workflows. - Communication Skills: Clear, confident, and effective in both verbal and written communication. - Assessment & Coaching Mindset: Provides actionable feedback and supports learner growth. - Adaptability: Responds effectively to evolving training needs, policies, and service demands. - Collaboration: Works cross-functionally to ensure alignment between training, quality, and operations. Qualifications - Bachelor's degree in Education, Adult Learning, Human Services, Social Work, Psychology, or a related field (Master's preferred). - Minimum of 2 years of experience in adult learning, training facilitation, or workforce development. - Demonstrated experience facilitating instructor-led training in a structured environment. - Experience in behavioral health, crisis intervention, suicide prevention, or related human services field. - Demonstrated understanding and application of adult learning principles and ability to engage diverse learners. Work Hours/Site This is a virtual position; however, for local to Oakton, Virginia residents, physical office space is available and requires 40 hours per week. May require schedule flexibility to support training across multiple shifts or cohorts. Note Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. Due to the nature of this work, employees should expect to be scheduled in response to the current crisis center needs. Ready to Join Our Mission? If you're passionate about helping people achieve mental wellness, we encourage you to apply! HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion. 'Where Hope Meets Help.' We are unable to hire in the following states: California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming.