Crisis Call Center Mental Health Specialist

Crisis Call Center Mental Health Specialist

Salary: $70,000-$75,000

A nationally recognized comprehensive Health and Human Services Agency, with over 60 programs across New York City and greater New York Area.

Samaritan Daytop Village serves over 33,000 New Yorkers annually within your neighborhoods and communities so our success depends on those we employ.

We are seeking a compassionate and experienced Mental Health Specialist to join our dynamic Behavioral Health Call Center team. The ideal candidate will provide emotional support, crisis intervention, and care coordination to individuals seeking assistance with behavioral health challenges. This role is critical in ensuring that callers receive timely, empathetic, and effective support, contributing to their overall well‑being.

• Licensed candidates will answer crisis helpline to provide empathetic support to individuals experiencing behavioral health challenges.
• Conduct initial screenings and risk assessments to determine callers’ needs, including suicidal ideation, substance use, or other crises.
• De‑escalate crisis situations and provide safety planning when necessary.
• Connect callers with appropriate community resources, mental health services, and behavioral health programs.
• The candidate will be responsible for making complex clinical decisions such as when to dispatch mobile mental health or other emergency services.
• Provide referrals to therapists, support groups, and crisis intervention services.
• Follow up to ensure continuity of care and effective service utilization.
• Maintain accurate and confidential records of all interactions in compliance with organizational and legal standards.
• Adhere to HIPAA regulations and ethical guidelines in all aspects of service delivery.
• Educate callers on coping strategies, mental health literacy, and available community support.
• Advocate for clients’ needs to ensure equitable access to services.
• Knowledge of Rockland County service agencies and systems of care.

• Master’s Degree in Social Work or Mental Health Counseling.
• New York State LMSW or LMHC required.
• Minimum of 2 years of experience in behavioral health, crisis intervention, or social work settings.
• In‑depth knowledge of a diverse network of medical and behavioral health care organizations, including substance use disorders, treatment services, education and employment services, and non‑traditional community support groups.
• A solid clinical background in assessment, substance use, crisis, and other behavioral health experience.
• Proficiency in using Microsoft Office Suite, electronic health record (EHR) systems and call management software.
• Experience working directly with people from diverse racial, ethnic and socioeconomic backgrounds.
• Strong active listening, communication, and problem‑solving skills.
• Ability to manage high‑stress situations and maintain a calm, professional demeanor.
• Ability to maintain confidentiality.
• Flexibility to work shifts, including evenings, weekends, and holidays, is required.

• Knowledge of OMH, OPWDD, and OSAS eligibility standards for services.
• Experience working in call centers or telehealth settings is a plus.
• A solid clinical background in assessment, substance use, crisis, and other behavioral health experience.
• Knowledge of techniques for identifying and preventing potentially violent behavior, including crisis management techniques.
• Ability to develop, evaluate, implement, and modify a clinical treatment intervention to meet the needs of individual participants.
• Competency in written, interpersonal, verbal, and computational skills to present and document records following program standards.
• Knowledgeable about federal, state, and local laws and regulations governing substance abuse treatment programs.

This is a full‑time exempt role with a full benefits package after 3 months of employment with us. Benefits include medical, dental, and vision insurance, 25 days of paid time off, access to a retirement account with an employer to match, and tuition reimbursement. The compensation offered for this role is dependent on experience and credentials.

The chosen candidate will have a flexible schedule, willing to work evenings, partial/full weekends, and some holidays.