Crisis Line Operator

Position Overview 

The Crisis Line Operator is responsible for answering and prioritizing phone calls coming in on the mental health crisis line, dispatching information to crisis teams and coordinating responses as necessary.

Summary of the Essential Duties and Responsibilities

  • Operates crisis telephone station and responds to all calls immediately. Forwards calls to appropriate Crisis Response Services.
  • Answer all phone calls promptly: all phone calls must be answered within of 5 rings in compliance with state laws.
  • Handles all client information and crisis activities in a confidential manner in keeping with policy.
  • Provides calm and timely responses to all individuals who are calling the Crisis Line.
  • Takes messages and relays accurate information to appropriate person.
  • Provides accurate information to Crisis teams in a timely manner.
  • Refers specialized questions to the appropriate therapist or supervisor.
  • Performs miscellaneous data entry (transfers, client update, etc.)
  • Lock-up at the end of each day and secure office.
  • Effective use of technology and software including but not limited to: computers, phones, email, EMR, etc.
  • Ability to work calmly and effectively with difficult cases and vulnerable populations in crisis situations.
  • Be helpful, respectful, approachable and team-oriented.
  • Effective time management including but not limited to: planning ahead where possible and be punctual in person and work performed.
  • Build strong working relationships and a positive work environment.
  • Be receptive to feedback, willing to learn, and embrace continuous improvement.
  • Complete all documentation, reporting, and other paperwork per agency standards.
  • Attend all appropriate staff, organizational, and external meetings (as assigned).
  • Work efficiently both independently and as part of a team.
  • Other duties as assigned.

Minimum Qualifications:

  • HS Diploma or equivalent required
  • Experience in a reception/clerical position.

Preferred Qualifications: 

  • Experience with multiline phone systems, direct client services preferred.

This position is a part of a union (OPEIU Local 11)

We are proud to be able to not only offer competitive compensations but also a benefit package that our employees love.

We offer all permanent full time employees:

  • Medical, Dental and Vision paid in full for the employee and their family
  • Long term disability and life insurance paid for by the employer
  • 5% of gross pay put into a retirement plan by the employer. Immediately vested, no match requirement.
  • 9 paid holidays and 1 paid floater per year.
  • 6.5 sick days per year
  • 3 weeks of paid vacation in the 1st year of employment, 4 weeks after the first year and 5 weeks after 4 years.
  • 2 pay increases within the first year of employment

*NO Phone Calls Please!

Columbia Wellness is an Equal Opportunity Employer

Visit our website: to learn more about our organization.

Columbia Wellness is a private nonprofit organization that has been serving the community for over 60 years!

Job Type: Full-time

Pay: $13.91