Crisis Service Specialist-Front Desk

Job Description

Job Description

Job Summary

The Crisis Service Specialist – Front Desk works under the direct supervision of the Crisis Service Supervisor and serves as the initial point of contact for individuals arriving at the Resource and Crisis Center (RCC). This position is responsible for greeting individuals with empathy and professionalism, ensuring timely and seamless warm transfers to appropriate crisis services, and providing crisis intervention support when needed. The specialist plays a key role in maintaining a safe, welcoming, and trauma-informed environment while coordinating communication between internal teams and community partners. This is an on-site position, scheduled for three 12-hour shifts per week, including rotating weekends and holidays.

Essential Functions

• Greet all individuals arriving at the Resource and Crisis Center (RCC) with warmth, empathy, and professionalism, using a trauma-informed and HIPAA-compliant approach
• Collect and accurately document demographic and service-related information including name, date of birth, age, sex, time of arrival, requested service, mode of arrival, and transition time to service
• Facilitate timely and effective communication between crisis departments to ensure individuals are connected to appropriate services without delay
• Utilize evidence-based crisis intervention techniques to de-escalate individuals experiencing emotional or behavioral distress
• Answer incoming phone calls and route them to the appropriate internal or external entity
• Maintain a clean, organized, and welcoming lobby environment
• Collaborate with community partners, including law enforcement and medical personnel, to support individuals in crisis
• Communicate any known or suspected security concerns—including contraband, threats, or behavioral risks—to all relevant crisis departments
• Take a proactive role in guiding and managing all safety efforts- overhead pages, facilitating evacuation of the lobby, etc.
• Assist individuals in accessing community resources such as shelters, transportation, and other basic needs
• Monitor, restock, and distribute resources and supplies designated for persons served
• Participate in team meetings, scheduled supervision, and collaborative planning with supervisors and colleagues
• Complete all required agency training in a timely manner
• Perform other duties as assigned to support the mission and operations of the RCC
• Completing basic vitals

Job Requirements and Qualifications

Education :

Associate degree in human services (psychology, social work or related field)

Bachelor's degree in human services (psychology, social work or related field), preferred

Training Requirements (licenses, programs, or certificates) :

Experience Requirements :

Preferred Experience :

Job Specific Competencies / Skills :

Knowledge Requirements :

Oakland Community Health Network’s Core Competencies :

Additional Information

(Travel required, physical requirements, on-call schedules, etc.) :

Must be available for meetings and events which may occur outside of standard office hours.

OCHN is committed to building a diverse team and fostering an inclusive and equitable culture. We are proud to be an equal opportunity employer that embraces and encourages our employees’ differences. This includes (but is not limited to) ability, age, color, family type, gender expression and identity, individual expression, medical conditions, national origin, pregnancy, race, religion, sexual orientation, veteran status, and all other diverse and wonderful characteristics