• Under the supervision of a Crisis Communications Program Manager, Crisis Support Specialists (CSS) provide crisis and suicide intervention, brief supportive counseling, care coordination, and information and referral services over the phone and via text/chat for individuals, families, and agencies seeking assistance. • As part of the clinical team, CSSs respond to incoming and scheduled outgoing contacts in a timely and compassionate manner, ensuring all interactions meet contractual obligations and program metrics. • CSSs are responsible for assessing immediate needs, providing direct care, and ensuring appropriate follow-up care or referrals to support safety and well-being. • Respond to calls, chats, and texts (988 Suicide & Crisis Lifeline and local crisis lines) in a compassionate and professional manner with a trauma sensitive lens. • Collaborate with individuals in crisis, their family members, and relevant treatment team members (internal and external) to support treatment and recovery. • Deliver person-centered services aimed at promoting skills for coping with and managing behavioral health symptoms, with a focus on recovery and resilience. • Facilitate the use of natural supports and community resources to enhance recovery and resilience. • Assess strengths, identify needs and barriers, and address obstacles related to an individual's crisis and short-term goals. • Provide supportive services such as education, counseling, problem-solving, role modeling, referral, advocacy, and crisis intervention. • Coordinate and facilitate appropriate referrals to community services, including behavioral health and substance use services. • Ensure adherence to all procedures and protocols for the specific service queue (text/chat, crisis calls, or care coordination). • Remain prepared to respond promptly and professionally to service requests throughout scheduled shifts. • Collaborate with Certified Community Behavioral Health Clinics (CCBHCs), hospitals, and other providers to address the needs of individuals served. • Conduct follow-up communications (calls, texts, or chats) to provide postvention support following initial service contact. • Complete all required documentation accurately and in a timely manner. • Maintain current knowledge of all agency and program trainings, completing them as required. • Adapt to shifting work priorities and thrive in a fast-paced environment, while maintaining professionalism and a positive attitude. • Uphold confidentiality and privacy according to Health Information Portability and Accountability Act (HIPAA) standards. • Promote healthy relationships, professional boundaries, ethical practices, and a kind demeanor both in the workplace and as a public representative of the organization. • Demonstrate the ability to work effectively within a team and independently when necessary. • Perform any additional duties as assigned to support the organization's mission and objectives.

• Helping transfer calls between patients/pharmacies/doctors. • Become an expert on the product, knowing all the specifics of its functioning. • Provide first-level support to customers via email and/or chat in a timely and professional manner. • Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. • Maintain a positive, empathetic, and professional attitude toward customers at all times. • Work on creating, updating, or adjusting customer accounts by documenting personal information. • Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties. • Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms. • Process and prepare information for auditing and reporting purposes. • Update internal and customer-facing knowledge bases. • Convert clients' feedback into feature requests for the development of the product. • Escalate unresolved issues to Tier 2 support or relevant departments, while maintaining ownership of the case until resolution. • Effectively communicate technical information to non-technical users. • Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps. • Ability to thrive in a fast-paced, dynamic environment with frequent changes. • Open to working all shifts as needed by the business.

• Effectively resolve user inquiries via phone, email, chat and screen sharing in an accurate and timely manner • Recognize, document, and alert management of trends in customer calls, chats or emails • Proactively identify product improvements, identify and reproduce bugs, report and escalate to management • Apply a positive and professional attitude and image for all customers and stakeholders • Maintain quality in a fast-paced environment • Ability to uphold company policy and procedures • Maintain confidential data and and customer information • Follow outlined procedures as they pertain to support team guidelines • Ability and drive to perform other core role functions as assigned by management

• Handle incoming calls promptly and professionally. • Research and provide effective resolutions to customer inquiries. • Accurately document call details. • Communicate empathetically and diplomatically with clear, professional articulation. • Meet team goals for quality and customer satisfaction daily.