• Answer all phone lines in a timely and professional manner while meeting agency goals of efficiency and customer satisfaction. • Effectively assess clinical situations and needs of all callers. • Provide safe and effective clinical interventions to all callers. • Complete clinical documentation thoroughly, clearly, and accurately, including information critical to data collection and reporting to funders. • Forward internal referrals to the appropriate program(s) with all required information in a timely manner. • Work collaboratively with internal and external clients/customers. • Maintain a positive attitude and flexibility to assist others. • Monitor call-in times for clients placed on a 72-Hour Suicide Watch or Safety Follow-Up. • Will be required to work beyond his/her shift with no advance warning if the crisis situation warrants or if required paperwork is not complete at the end of the shift. • Attend all required meetings and training, even if they fall outside of the regularly scheduled shift. • Evening and night hours may be required. • Assist the hotline clinical coordinator in training new staff. • Prior to using downtime for personal business, staff will be required to ensure all program forms are stocked, the hotline area is clean and organized, required reading is completed, and complete any project to benefit Crisis and/or other departments within the agency as required by a supervisor. • Attend in-person meetings, training, and agency activities and events outside of regularly scheduled work hours upon request.