Crisis Support Specialist

CLASSIFICATION:    Mental Health Specialist I

SUPERVISOR:    Office Team Lead

DEFINITION:  This is responsible professional work in the field of mental health.  Employees in this class are responsible for providing clinical services for persons experiencing mental illness and assisting these persons in accessing other needed services.  This position incorporates important duties of providing scheduling intake, assessments, and responsible for overseeing client referrals and reviewing paperwork from staff Center Wide. Responsible for maintaining cooperative working relationships with other departments, law enforcement, courts and other facilities providing services for people. 


  • Answer telephone calls promptly and in a compassionate and professional manner.
  • Facilitate admission to MAMHA program services ensuring appropriateness of the level of care through use of clinical criteria and routing to the appropriate individuals
  • Admit clients into MAMHA program by entering demographic, insurance and financial information for walk -ins and referrals (Authority Wide) into the EHR proficiently.
  • Screen request for services to determine the problem(s), assess risk level and prioritize the needs of the individual.
  • Complete initial screenings and accurately populate electronic health record for potential clients, including those requesting outpatient and hospital services.
  • Provide crisis intervention and resolution, including symptomatic relief, de-escalation or resolution of the situation, and referrals to appropriate services when indicated.
  • Provide crisis intervention and assessments for clients seen on an emergency basis Center Wide.
  • Assist with needed follow up services regarding consumer well-being, payer source information, scheduling appointments, etc.
  • Provide community resources and referral information to callers and consumers.
  • Adhere to customer service standards and professional code of ethics.
  • Responsible for answering incoming intake phone calls, providing information about services and scheduling intakes appointments Center Wide.
  • Follow-up with individuals seeking services, family members, providers and staff Center Wide.
  • Responsible for obtaining necessary documentation/paper work (to include medical records) and responsible for relaying information to potential caseworker Center Wide.
  • Assist clients in accessing benefits and other services as needed, both within and outside the agency; provide mental health consultation to other agencies assisting the Authority's clients.
  • Participate in training activities to increase therapeutic skills and to become more knowledgeable in methods and techniques used in the care of psychiatric clients Center Wide.
  • Provide front desk and call center coverage for MAMHA Complex and all of its' Satellite offices.
  • Greet clients in a courteous and professional manner, providing them any assistance needed.
  • Ensures that each client signs in at each visit.
  • Verify and update insurance and address changes during each visit/ call.
  • Use computer software to make client appointments and reschedule appointments.
  • Confirm next day appointments.
  • Maintain charts for correctness and completeness including scanning documents and external records into the EHR system.
  • Assist with correction of chart deficiencies noted in administrative/clinical reviews.
  • Assists with State Reporting data corrections.
  • Answer telephone calls, take messages and return calls.
  • Collect co- payments and fees owed. 
  • Balance money and receipts at the end of each business day.
  • Submit money and receipts to supervisor by the next business day
  • Perform other related duties as requested by supervisor.


  • Must have clear communication and good customer service skills, including patience, attentiveness, the ability to use positive language, great work ethic and a willingness to do what needs to be done.
  • Knowledge of community resources.
  • Knowledge of cultural diversity.
  • Considerable knowledge of individual and group behavior, with special emphasis on psychiatric/mental disorders.
  • Knowledge of assessing mental status and determining needs of persons in need of mental health services.
  • Basic knowledge of medications used to treat psychiatric/mental disorders, including desired effects, side effects, and issues related to medication adherence.
  • Ability to make clear and pertinent statements orally and in writing.
  • Basic computer literacy required.
  • Ability to relate professionally, positively and work cooperatively with other employees and other agencies at all level.
  • Ability to work in a fast-paced office environment. 
  • Ability to drive and work at each location as needed. 


  • Bachelor's Degree in Behavioral Science or related field from a recognized college or university. Some experience preferably in a psychiatric setting with decision-making responsibilities.
  • Must meet requirements of Medicaid for approved Medicaid Provider.
  • Must hold a driver's license valid in Alabama and maintain a driving record that is acceptable to the Authority's insurance carrier.  Must maintain liability coverage on personal vehicles and have reliable transportation.